Bilingual Contact Center Disputes Operations Agent

Velera

1d•$15 - $18

About The Position

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. Job Description Start Date: Monday, April 27, 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 - Bilingual 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. 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.

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.
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
read, write, simple arithmetic, draw conclusions from written or computer-generated materials, analyze data or report information 5-8 hours per shift.

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.