Settlement Resolution Specialist

Join the People Helping PeopleVelera 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 requiredAssociate'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 preferredAbout VeleraAt Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners. Learn more about our commitment to Diversity, Equity, and InclusionHERE!Pay Equity$19.18 - $23.99Actual Pay will be adjusted based on experience and other jo