Settlement Resolutions Representative

Join the People Helping People

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

The Settlement Resolution Representative also plays a critical role in mitigating organizational risk and financial loss, maintaining exceptional productivity and quality standards, and delivering outstanding service and support to cardholders and financial institutions. This position directly interfaces with clients, proactively resolving settlement inquiries and driving successful outcomes through effective execution, sound judgment, and attention to detail.

Position is a mid-to-senior-level Analyst position, providing subject matter expertise, guidance and operational support to chargeback operations, clients and colleagues throughout the company such as Client Services, CGE's and Senior management.

Day in the Life:

• Employ advance 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 details in all actions to mitigate financial risk and minimize company losses.
• Utilize strong professional writing skills to deliver accurate, and well-documented responses to FI's and internal units.
• Identify, analyze, and communicate escalation trends to leadership while collaborating with other Risk Units.
• Strategically prioritize workload to consistently meet departmental and contractual Service Level Agreements. This would include maintaining compliance with federal and state regulations.
• Maintain extensive knowledge of credit and debit card settlement processes related to Fraud and Non-Fraud disputes, including a strong understanding of General Ledgers and the ability to process needed adjustments.
• Execute positive interaction with client teams through professional engagement and by providing detailed, insightful responses to inquiries and complex settlement issues.
• Must maintain expert knowledge of association and regulatory rules to help diagnose, research, analyze, and resolve complex chargeback, settlement, and compliance cases.
• Demonstrate a strong commitment to continuous learning and remaining current on all aspects of dispute processing, settlement operations, and industry best practices.
• Interpret and implement changes to dispute resolution rules and requirements mandated by the networks.
• Stay informed of product enhancements, system updates, regulatory changes, and compliance issues that impact Disputes and settlement operations.
• Proactively monitor, trouble shoot, and evaluate workflows, identifying process improvement opportunities and providing recommendations to leadership that enhance operational efficiency, accuracy, and client service outcomes.
• Monitor and trouble shoot workflows and make recommendations to management for changes needed to improve internal processes.

Qualifications:

• High School Education or equivalent combination of education and experience required.
• Associates Degree Preferred
• 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…