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.
The Opportunity:
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.
Day in the Life:
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.
Qualifications:
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
About Velera
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.
Pay Equity
$19.18 - $23.99
Actual Pay will be adjusted based on experience and other job-related factors permitted by law.
Great Work/Life 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
Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions
Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.
Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.
Velera is an E-Verify Employer. Review the E-Verify Poster here. For information regarding your Right To Work, please click here.
This role is currently not eligible for sponsorship.
As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@velera.com for assistance.