Chargeback Quality Control Analyst - Remote

Join the People Helping People

PSCU/Co-op Solutions is now Velera! PSCU and Co-op Solutions became a single entity on January 2, 2024, and our new company name was announced on May 7, 2024. Our new brand represents our combined company’s shared mission and unique ability to drive velocity and positive momentum for credit union success in a new era of financial services.

The Quality Control Analyst monitors and evaluates Velera Chargeback Department staff client and cardholder interactions and case management activities to ensure Chargeback analysts are meeting productivity with high quality expectations, following policy and procedures, regulatory guidelines and Network rules while delivering world class service. The Chargeback Quality Control Analyst successfully evaluates end to end dispute/fraud case management from case initiation to case closure including but not limited to client and cardholder communication and adjustments/impacts to client and cardholder accounts. The incumbent seeks areas of improvement and develops mentoring programs to improve the overall client AND member service experience. The incumbent manages and maintains the periodic Quality Control Master report and statistics, provides detail and summary results along with sound improvement recommendations to the Chargeback Managers/Supervisors, Learning Solutions (for Training and/or Documentation updates), as well as prepares communications conveyed to Chargeback Team employees. The Chargeback Quality Control Analyst facilitates internal/external calibrations and/or collaboration sessions focused exclusively on quality control/management. The Chargeback Quality Control Analyst works closely with internal departments to identify trends and provides solutions for operational improvements (productivity and quality). Serves as a resource to the Chargeback Department staff, Management team, and occasionally clients. History of willingness to take on additional responsibilities and special projects.

• Monitors/Evaluates Chargeback Department staff client and cardholder case management interactions and activities.
• Leads and performs quality control audits and consults with leadership regarding results.
• Identifies, analyzes, and communicates training gaps.
• Seeks areas of improvement.
• Develops mentoring programs.
• Manages/maintains periodic QC Master report and statistics.
• Provides detail and summary results with improvement recommendations to Chargeback Managers/Supervisors and Learning Solutions (for Training and/or Documentation updates).
• Prepares communications for Chargeback Department Staff or Specified Employees.
• Facilitates internal QC calibration/collaboration sessions.
• Identifies trends and provides solutions for operational improvements (productivity and quality).
• Serves as resource to Chargeback Department staff, Management team, and occasionally clients.
• Supports Chargeback Department staff through training, team building, and QC programs.
• Two-way feedback process.
• Provides support for all products/services currently supported by Cards Risk Management and keeps informed of new products, product enhancements, system changes, and compliance issues. Serves as the “expert” in at least two key Cards Risk Management tasks.
• Acts as the Industry Analyst by staying informed of MC and Visa regulations and changes.
• Aids by handling overflow volumes during peak periods or as requested by management. Must be able to perform all Chargeback Analyst functions.
• Handles projects, as assigned by manager
• Perform other duties as assigned.
• Previous experience in quality control preferred.
• Minimum 2 years credit/debit card experience.
• Chargeback experience preferred.
• Chargeback and/or Contact Center training preferred.
• Proficient and actively evaluates (Chargebacks, Fraud and Non- Fraud Disputes, etc.).
• Ability to proficiently use Microsoft Office applications (Excel, Word, PPT, etc.).
• Analytical, technical, and problem-solving skills.
• Motivated self-starter with solid organizational skills and the ability to work in a team environment.
• Good time management and organization skills.
• Collaborative individual with a positive attitude, enthusiasm, professionalism, and strong work ethic.
• Excellent written, verbal and presentation/facilitation skills.
• Good editing and proofreading skills.

• Minimum 5 years contact center as it relates to dispute processing and/or chargeback quality assurance monitoring required and/or financial institution experience required. 
• Minimum 2 years credit/debit card experience.
• Chargeback experience preferred.

Experience

• Previous experience in quality control preferred.
• Chargeback and/or Contact Center training preferred.
• Proficient and actively evaluates Chargebacks, Fraud and Non- Fraud Disputes, etc..
• Ability to proficiently use Microsoft Office applications (Excel, Word, PPT, etc.).
• Analytical, technical, and problem-solving skills.
• Motivated self-starter with solid organizational skills and the ability to work in a team environment.
• Good time management and organization skills.
• Collaborative individual with a positive attitude, enthusiasm, professionalism, and strong work ethic.
• Excellent written, verbal and presentation/facilitation skills.
• Good editing and proofreading skills.

Knowledge, Skills, & Abilities

• Extensive product knowledge
• Credit union operations.
• Adult learning and training principles.
• Project management skills.
• Leadership skills.
• Excellent written, verbal and presentation/facilitation skills.
• Strong editing and proofreading skills.
• Excellent PC knowledge and software skills, especially Microsoft Office applications.
• Strong analytical, decision making and problem-solving skills.
• Strong work ethic, flexibility, positive attitude, and the ability to maintain confidential information and the trust of others is required.
• Ability to multi-task and handle heavy volumes of work with multiple deadlines, changing priorities and frequent interruptions.
• Must be detail oriented, display good follow-up skills, and demonstrate a positive team attitude.
• Effective utilization of time management.
• Ability to work flexible hours to accommodate 24/7 departmental needs.
• Ability to analyze and interpret data and business processes; make judgmental decisions.
• Ability to make rapid changes to processes and position as needed.
• Ability to achieve positive results through influence, leadership, and coaching.
• Ability to work in a team environment and have effective interpersonal skills.
• Ability to work independently and effectively to meet the organization’s needs.
• Proficient with Quality Management processes.
• Bilingual capability is strongly desired.

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

$23.17

to

$29.52

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 and the "EEO is the Law" Poster Supplement. 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 (English and Spanish). For information regarding your Right To Work, please click here (English and Spanish poster).

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at [email protected] for assistance.