Contact Center - Disputes Operations Agent

About the role

The Contact Center Dispute Operations Agent I will be responsible for first-stage disputes generated by the processing of incoming calls providing consistent high quality, courteous and efficient service to Credit Union employees and or Credit Union members. Responsibilities include analyzing and resolving fraud and non-fraud disputes and recover the funds for our members and/or Financial Institutions while minimizing liability and risk for the company. In addition, the Contact Center Dispute Operations Agent I will be accountable for meeting performance targets. Day in the Life Take incoming calls from cardholders applying critical thinking skills to identify and resolve inquiries originating from members and Financial Institutions daily and determine the best course of action to resolve the case within established departmental timeframes. Be proficient in all areas of entry level fraud/non-fraud dispute processing. Maintain knowledge of and follow association and regulatory rules to help diagnose charge back or compliance cases and to assist in the research, analysis, and resolution of those cases. Navigates tools and resources to properly address member disputes. Maintains a high level of service with member and meets performance targets. Maintains composure and demonstrates a calm, professional position while adapting to difficult situations. Develops and maintains productive working relationships with team members Work at Home Technology Requirements A secure home office environment that is free from background noise and distractions Proven and reliable private internet connection that is not supplied by the use of cellular data (hot spot) Cable or fiber connections are preferred Internet service download speeds must be at least 100 Mbps download and 30 Mbps upload - check your download speed using a speed test. To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer Your computer will need to be hardwired and connected directly to your modem via an Ethernet cord. Velera will provide a 25' standard-length Ethernet cord. Access to a smart device (phone or tablet) with OS version 8.0 or greater or for Apple device IOS version 15.0 or greater (device cannot be rooted or jail-broken) Velera reserves the right to request proof of internet provider, speed, and service package from the representative

Requirements

• High school diploma or equivalent.
• Some post high school education desirable.
• Minimum of one (1) year experience in fraud management or disputes chargebacks preferred.
• Minimum of six (6) months experience in a customer service environment or call center experience preferred.
• Knowledge, Skills, & Abilities
• Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.
• Basic Computer Skills using Word, Excel, Outlook.
• Strong customer service skills.
• Clear verbal communication, written communication, and reading comprehension in English.
• General understanding of debits and credits, fee adjustments, funds movements, general ledger entries and sub accounts for Velera platforms, FiServ Platforms and Association' (MasterCard/ Visa)
• Ability to accurately interpret information as well as demonstrate problem solving and analytical thinking skills.
• Application of good judgment and decision making.
• Ability to work efficiently both independently and as part of a team.
• Skill Knowledge to Include but not limited to: Dispute processing applications, Fraud processing applications, Star Station, 3270
• While performing duties of this job, employee is regularly required to do the following: read, write, simple arithmetic, draw conclusions from written or computer-generated materials, analyze data or report information 5-8 hours per shift.
• Physical Demands
• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear
• Specific vision abilities required by this job include close vision
• Ability to occasionally lift/move up to 25 pounds
• Individuals with a disability who are otherwise able to perform the essential functions of the job may reques

Benefits

Additional Information

Join the People Helping People Velera is the nation's premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners' success through innovative financial technology solutions and inspired service. Start Date: Monday, August 3, 2026 Training hours: Monday - Friday, 9AM - 5:30PM EST Available Production Schedules: First and Second Shift, must have Saturday availability. Starting pay: $18.41/hr + BONUS, language & shift differential

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