Velera

Contact Center – Disputes Operations Agent

Velera

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $18 per hour

Job Level

Junior

About the role

  • Take incoming calls from cardholders applying critical thinking skills to identify and resolve inquiries originating from members and Financial Institutions daily
  • 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
  • Navigate tools and resources to properly address member disputes
  • Maintain a high level of service with member and meet performance targets
  • Maintain composure and demonstrates a calm, professional position while adapting to difficult situations
  • Develop and maintain productive working relationships with team members

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
  • 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
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
fraud managementdispute processingchargebackscustomer serviceproblem solvinganalytical thinkingdebits and creditsfee adjustmentsgeneral ledger entriessub accounts
Soft Skills
critical thinkingcommunicationcomposureprofessionalismrelationship buildingadaptabilitydecision makingteamworkservice orientationtime management
Certifications
high school diplomapost high school education