Dispute Client Conversion Specialist

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 Dispute Client Conversion Specialist will provide leadership for Dispute Only Conversion/Deconversion Projects. The Project Lead is the primary interface between the Client and all Cross Functional Impacted Departments to ensure that all tasks within scope for any Dispute Only Conversion/Deconversion are requested and completed in an accurate and timely fashion. Actively participates in the Dispute Processing system and case onboarding/offboarding tasks for all converting/de-converting Clients, as well as name change, add/change BIN, mergers and other projects as assigned.

• Work with Clients to coordinate Chargeback Conversion/Deconversion project work to ensure that Velera meets client expectations.

• Manages and inspects platform/system related phases of the Chargeback tasks for client conversions and implementations to meet and exceed client expectations.

• Take appropriate actions on those clients Onboarding/Offboarding from Velera.

• Consults the client on best practice options to meet the needs for their products and services.

• Provides the highest level of internal and external customer service.

• Communicates with clients and Velera staff in a professional manner.

• Manages the CUNA Mutual Claims Automation Service including activation/deactivation requests, maintain department records for active clients.

• Create/update department policies and procedures as needed.

• Creates and maintains necessary project documentation to ensure Dispute Resolution Center standards, quality standards and deadlines are met.

• Continually seeks and implements improvements for work processes.

• Acts as a resource to both internal/external clients and effectively communicates to ensure expectations are met.

• Recommends and implements new processes and changes that ensure the overall solution meets business

• needs and enhances the team’s performance.

• Maintains accountability for the accomplishment of team and organizational goals.

• Perform all other duties as assigned.

Qualifications

• High School Diploma.

• Minimum 3 years relevant Dispute operations experience required.

• Client facing project leadership and card processing experience preferred.

• Working knowledge Microsoft Office applications such as Microsoft Outlook, Word, Excel, and PowerPoint.

• Working knowledge of debit and credit card processing and Dispute Operations.

• Proven facilitation and organizational skills; ability to track and control activities in a fast-paced environment while managing multiple projects.

• Ability to communicate effectively in both verbal and written formats and give presentations.

• Ability to exercise discretion and good judgment in making decisions, while knowing when to escalate high risk and/or priority issues.

About Velera

At 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 Inclusion HERE!

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.