Chargeback Analyst I

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 Chargeback Analyst I is responsible for processing incoming fraud and/or non-fraud cardholder dispute cases. Primary duties include researching and resolving cardholder claims of fraud and/or error, processing of Chargebacks and funds recovery while complying with card association and regulatory guidelines and timeframes. Chargeback Analyst I is also responsible for mitigating loss, maintaining a high level of productivity and accuracy while providing the highest level of service to cardholders and credit unions.   

Day in the Life:

• Review, research and initiate the resolution of dispute inquiries from cardholders, credit unions and internal teams. 
• Analyze cardholder fraud/dispute information and/or documentation received. Apply appropriate case actions within card association, regulatory and departmental guidelines.  Actions include case set-up, fraud reporting and cardholder adjustments where applicable.  
• Process Chargebacks and funds recovery within card association rules and timeframes. 
• Analyze and interpret merchant responses for appropriate next steps, including Arbitration and Compliance.
• Manage dispute case through applicable cycles up to and including final resolution. 
• Maintain accurate case files including documentation and case notations while ensuring timely actions throughout.  
• Generate cardholder letters/correspondence as needed to ensure compliance with regulatory and card association requirements.
• Pay attention to details in all actions to mitigate financial losses.
• Interpret changes to dispute resolution rules as mandated by card associations.
• Keep informed on product enhancements, system changes, and compliance issues.
• Service inbound/outbound cardholder and credit union calls or inquiries related to dispute cases received.
• Monitor and trouble shoot daily workflow and make recommendations to management based upon volumes and trends.
• Regular and reliable attendance is essential. 
• Perform other duties as assigned.

Qualifications:

• High School diploma or equivalent required.
• Associate's degree in a related field or equivalent combination of education and/or experience preferred.
• 1 year customer service experience required.
• 1 year experience working in payments preferred. 
• General knowledge of card Brand (Visa, MasterCard, Amex, Discover etc.) processing 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

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 [email protected] for assistance.