Settlement Resolutions Representative

Job Summary

The Settlement Resolutions Representative is responsible for managing incoming and outgoing dispute settlement entries and rejects with a high degree of accuracy and efficiency. The role involves thoroughly researching, analyzing, and resolving client and cardholder tickets related to settlement errors, discrepancies, and exceptions, while ensuring timely posting of daily settlement entries in compliance with card association and regulatory standards and deadlines.

The representative mitigates organizational risk and financial loss, maintains high productivity and quality standards, and delivers outstanding service and support to cardholders and financial institutions.

Employ advanced critical thinking and analytical skills to resolve complex Fraud & Non‑Fraud escalated inquiries originating from financial institutions, associations, internal units, and cardholders. Demonstrate exceptional attention to detail to mitigate financial risk and minimize company losses. Communicate escalation trends to leadership and collaborate with other risk units. Prioritize workload to consistently meet departmental and contractual service level agreements and maintain compliance with federal and state regulations.

Maintain extensive knowledge of credit and debit card settlement processes related to fraud and non‑fraud disputes, and process needed adjustments. Provide professional engagement with client teams, delivering detailed, insightful responses to inquiries and complex settlement issues. Stay current on dispute resolution rules, product enhancements, system updates, regulatory changes, and industry best practices. Monitor and troubleshoot workflows, identify process improvement opportunities, and recommend changes to enhance operational efficiency, accuracy, and client service outcomes.

• High school education or equivalent combination of education and experience required.
• Associate’s degree preferred.
• Minimum 2 years of case management experience required.
• Minimum 2 years of experience in a credit/debit card environment focusing on dispute, fraud, and general card industry knowledge required.
• Minimum 2 years of customer service experience required.
• Prior VELERA account recovery system experience preferred.
• Working knowledge of settlement operations, including settlement balancing, reconciliation, adjustment processing, and exception resolution required.

• Competitive wages: $19.18 - $23.99 (actual pay adjusted based on experience and job‑related factors).
• 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 and company paid disability insurance.
• 401(k) with employer match.
• Health savings account (HSA) with company contributions.
• Flexible spending account (FSA).
• Supplemental insurance.
• Mental health and well‑being programs:
  Employee Assistance Program (EAP).
• Tuition reimbursement and wellness program.

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 “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. Employees who have access to compensation information as part of their essential job functions may not disclose pay of others unless permissible under law or for lawful investigation.