Settlement Resolution Specialist

Velera

4d•$19 - $24•Onsite

About The Position

The Settlement Resolution Specialist provides senior level guidance and subject matter expertise on escalated Settlement inquiries from FI’s or cardholders as a result of errors in the processing of fraud and non-fraud chargebacks. Primary duties include researching and resolving client and cardholder tickets related to errors, exceptions and rejects as well as posting daily settlement entries in Velera’s general ledgers in compliance with card association and regulatory standards and deadlines. This position requires in-depth knowledge of both settlement and chargeback processing (fraud and non-fraud) in order to minimize company losses, maintain high level of productivity and accuracy, to deliver exceptional service to financial institutions and cardholders directly. Interfaces with multiple internal organizations such as Client Delivery, CGE’s, Operations, Compliance, Legal and Executive/Senior management to successfully resolve these financial inquiries. Provides coaching and corrective guidance to chargeback analysts, helping identify root causes and to prevent repeated errors. Recommends process improvements to management to reduce costly recurring errors.

Requirements

High School Education / GED required
Associate's degree or equivalent of education and experience required
Minimum 2 years as a Case Management Rep required.
Minimum 2 years' experience in a credit/debit card environment, with focus on dispute, fraud, and general knowledge of the card industry required.
Minimum 2 years customer service experience required.

Nice To Haves

Prior VELERA account recovery system experience preferred

Responsibilities

Provides senior level guidance and subject matter expertise on escalated Settlement inquiries from FI’s or cardholders as a result of errors in the processing of fraud and non-fraud chargebacks.
Researches and resolves client and cardholder tickets related to errors, exceptions and rejects.
Posts daily settlement entries in Velera’s general ledgers in compliance with card association and regulatory standards and deadlines.
Minimizes company losses, maintains high level of productivity and accuracy, and delivers exceptional service to financial institutions and cardholders directly.
Interfaces with multiple internal organizations such as Client Delivery, CGE’s, Operations, Compliance, Legal and Executive/Senior management to successfully resolve financial inquiries.
Provides coaching and corrective guidance to chargeback analysts, helping identify root causes and to prevent repeated errors.
Recommends process improvements to management to reduce costly recurring errors.
Utilizes critical thinking skills to resolve both Fraud & Non-Fraud escalated inquiries originating from Financial Institutions, internal units or members.
Utilizes advanced professional communication skills (written and verbal) to provide detailed responses to FI’s and internal units.
Analyzes cardholder fraud/dispute information or documentation received.
Applies appropriate case actions within card association, regulatory and department guidelines.
Reviews all chargeback steps to ensure cases were worked properly; case set up, fraud reporting and cardholder adjustments where applicable.
Analyzes and interprets merchant responses to ensure appropriate steps were followed in the chargeback process to resolve the case including arbitration and compliance.
Generates cardholder correspondence as required to ensure compliance with regulatory and card association requirements.
Maintains thorough knowledge of card association and regulatory rules to resolve complex chargeback or compliance cases to ensure successful resolution to Financial Institutions or cardholders.
Maintains expert knowledge of credit and debit card settlement as it relates to Fraud and Non-Fraud disputes.
Applies enhanced insight to Velera’s General Ledger processes and the ability to process adjustments as required.
Prioritizes workload to maintain department and contractual Service Level Agreements.
Maintains compliance with federal and state regulations.
Shares knowledge and best practices with less tenured team members.
Renders guidance to teammates through training.
Conducts outbound calls to members and Financial Institutions to provide exceptional service to clients.
Keeps informed on product enhancements, system changes and compliance issues that directly impacts Disputes processing.
Documents and communicates escalation trends to leadership to collaborate with other Settlement/Finance and Risk units to resolve issues.
Performs account charge-off process for high visibility clients.
Assists leadership with various tasks as needed through resolution.
Performs other duties as assigned.