[Remote] Bilingual Contact Center Disputes Operations Agent

Note: The job is a remote job and is open to candidates in USA. Velera is the nation’s premier payments credit union service organization and an integrated fintech solutions provider. They are seeking a Bilingual Contact Center Disputes Operations Agent I to handle first-stage disputes by providing high-quality service to Credit Union employees and members, analyzing and resolving fraud and non-fraud disputes while minimizing liability and risk for the company.

Responsibilities

• 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
• Participates in product and procedure training in classroom, on the job training, and reviews all available manuals and resources to acquire and increase product knowledge

Skills

• 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
• 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 is to include but not limited to: Dispute processing applications, Fraud processing applications, Star Station, 3270
• 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

Benefits

• Competitive wages
• Medical with telemedicine
• Dental and Vision
• Basic and Optional Life Insurance
• Paid Time Off (PTO)
• Maternity, Parental, Family Care
• Community Volunteer Time Off
• 12 Paid Holidays
• Company Paid Disability Insurance
• 401k (with employer match)
• Health Savings Accounts (HSA) with company provided contributions
• Flexible Spending Accounts (FSA)
• Supplemental Insurance
• Mental Health and Well-being: Employee Assistance Program (EAP)
• Tuition Reimbursement
• Wellness program

Company Overview