Velera Solutions, LLC was looking for a Contact Center - Disputes Operations Agent

Join the Community Empowerment Team Velera stands as the leading payments credit union service organization and innovative fintech solutions provider. Serving over 4,000 financial institutions across North America, we operate dynamically to help clients adapt to evolving financial landscapes and drive growth. Our mission: Propel partner success through cutting-edge financial technology and exceptional service. Start Date: Monday, January 12, 2026 Training hours: Monday - Friday, 9AM - 5:30PM EST Available Production Schedules: Second shift, must be able to work Saturdays Starting pay: $18.41/hr + BONUS, language & shift differential The Opportunity The Contact Center Dispute Operations Agent I will be responsible for initial dispute management generated through incoming calls, delivering consistent, high-quality, courteous service to Credit Union employees and members. Responsibilities encompass analyzing and resolving fraud and non-fraud disputes while recovering funds for members and Financial Institutions, minimizing company liability and risk. The agent will be accountable for meeting established performance targets. Day in the Life - Process incoming calls using critical thinking to identify and resolve member and Financial Institution inquiries, determining optimal case resolution within departmental timeframes. - Demonstrate proficiency in entry-level fraud/non-fraud dispute processing. - Maintain comprehensive knowledge of association and regulatory guidelines to diagnose chargeback and compliance cases. - Navigate tools and resources to effectively address member disputes. - Maintain superior service levels and meet performance targets. - Preserve composure and professionalism while adapting to challenging situations. - Cultivate and sustain productive team relationships. Work at Home Technology Requirements - Secure home office environment free from background noise and distractions - Reliable private internet connection (not cellular hotspot) - Cable or fiber connections preferred - Minimum 100 Mbps download and 30 Mbps upload speeds - Computer hardwired directly to modem via Ethernet cord - Smart device with OS version 8.0+ or Apple iOS 15.0+ - Company reserves right to request internet service verification Qualifications - High school diploma or equivalent - Post-secondary education preferred - Minimum 1 year fraud management/dispute chargeback experience - Minimum 6 months customer service/call center experience preferred Knowledge, Skills, & Abilities - Embrace Velera's core values: Dedication, Collaboration, Belonging, Curiosity, Integrity - Proficient in Word, Excel, Outlook - Exceptional customer service skills - Clear verbal, written, and reading communication in English - Understanding of financial transactions, ledger entries, and payment platforms - Strong analytical and problem-solving capabilities - Sound judgment and decision-making skills - Ability to work independently and collaboratively - Expertise in dispute and fraud processing applications - Capable of consistent data analysis and reporting Physical Demands - Ability to sit, use hands, communicate effectively - Close vision capabilities - Occasional lifting up to 25 pounds - Reasonable accommodations available for individuals with disabilities About Velera Committed to creating an inclusive workplace where diversity thrives, we value each employee's unique contributions. We foster an environment encouraging authentic self-expression and community building. Pay Equity: $15.00 - $18.03 Actual compensation adjusted based on experience and qualifications Comprehensive Benefits Package - Competitive wages - Medical with telemedicine - Dental and Vision coverage - Life Insurance options - Paid Time Off - Parental and Family Care - Volunteer time - 12 Paid Holidays - Disability Insurance - 401k with employer match - Health and Flexible Spending Accounts - Supplemental Insurance - Employee Assistance Program - Tuition Reimbursement - Wellness program Velera is an Equal Opportunity Employer committed to non-discrimination and workplace diversity. This role is currently not eligible for sponsorship. For accommodation requests, contact recruiters@velera.com.