Settlement Resolution Specialist

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.

• Considered a SME among peers.

• 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.  Actions include review of 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.

• Generate cardholder correspondence as required to ensure compliance with regulatory and card association requirements.

• Must maintain thorough knowledge of card association and regulatory rules to resolve complex chargeback or compliance cases to ensure successful resolution to Financial Institutions or cardholders.

• Expert knowledge of credit and debit card settlement as it relates to Fraud and Non-Fraud disputes. Requires enhanced insight to Velera’s General Ledger processes and the ability to process adjustments as required.

• Prioritize workload to maintain department and contractual Service Level Agreements.  This would include maintaining compliance with federal and state regulations.

• Shares knowledge and best practices with less tenured team members. Renders guidance to teammates through training.

• Conduct 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.

• Assist leadership with various tasks as needed through resolution.

• Other duties as assigned.

• 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. 

• Prior VELERA account recovery system experience preferred

At Velera, inclusion isn’t an initiative – it’s how we work. Guided by a people‑helping‑people philosophy, we cultivate a culture where every employee feels valued, respected and empowered to do their best work. We’re committed to building a diverse workforce and fostering meaningful connection across our teams. Through a remote‑first, flexible environment, we prioritize psychological safety, wellbeing and belonging so individuals and teams can collaborate to thrive. Together, we’re shaping a new era of secure, innovative solutions for the clients and communities we serve. Learn more about what it’s like to work at Velera.

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.