Disputes Operations Agent

Velera

Contact Center Disputes Operations Agent handling fraud and non-fraud disputes for credit union members. Taking calls to analyze inquiries while providing excellent service and resolving cases efficiently.

Posted 6/20/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $18 per hourWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Comp & perks

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

ATS Keywords

✓ Tailor your resume

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 buildingadaptabilityteamworkdecision makingjudgmentservice orientation