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 Manager, Dispute Operations will lead and direct the daily operations and activities of the Chargeback processing teams as well as other related support services. Responsibilities include managing team workflows with strict adherence to association and regulatory timeframes. Incumbent will provide leadership and oversight to staff while ensuring compliance to department and company policies in order to minimize operational risk and maintain high quality standards. Will serve as point of escalation for critical service-related issues and will be responsible for communicating with senior management, internal teams and credit unions as needed.
Day in the Life:
Provide leadership and direction to department staff and supervisors while ensuring service and quality levels reinforce the Velera brand.
Provide direction in the development and implementation of department policies and procedures to ensure adherence to association rules and regulatory requirements.
Develop and maintain productivity and quality standards for all departmental functions. Ensure records are maintained by team leadership as needed for staff assessment and evaluations.
Develop department goals to support organizational and company strategies.
Must stay abreast of Visa, Mastercard and other network mandates/rules changes as they relate to Chargeback and Dispute processing.
Manage departmental and procedural changes to ensure full compliance and minimize risk of loss.
Build and maintain strategic working relationships with industry, vendor partners and key internal stakeholders to enhance overall management of areas of responsibility.
Understand and analyze operational business plans.
Serve as escalation point for critical issue resolution. Research and respond to client or cardholder inquiries through appropriate channels.
Manage complex service issues with cardholders, financial institutions, internal teams and vendors as they relate to assigned areas.
Ensure team configurations are maximized while effectively employing the use of all available dispute processing systems and applications; Provide efficient workflows for all assigned responsibilities.
Review all departmental processes to ensure optimal service delivery and production output. Modify procedures as needed to minimize risk.
Identify and recommend enhancement opportunities to promote improved operational efficiency.
Recommend new/updated client-facing procedures as needed.
Ensure appropriate performance and production measures are developed and captured; Analyze department statistics and various inventory reports for trends, issues and opportunities for improvement across functional areas.
Provide input and recommendations to senior leadership regarding improvement/efficiencies
Lead departmental project teams in client onboarding/offboarding activities.
Provide leadership and oversight of staff for the implementation of all new products or product enhancements impacting the Dispute Operations teams.
Partner with internal Vendor Management teams to ensure issues impacting clients are escalated and resolved as needed.
Monitor and maintain appropriate staffing levels to ensure processing timelines are met. Provide recommendations on staffing as needed based on volume forecasting.
Develop and maintain departmental disaster recovery/business continuity plans.
Ensure department budget is accurately forecasted and followed.
Perform all other duties as assigned.
Qualifications:
Bachelor’s Degree in related field; preferably in Business Administration or equivalent combination of education and experience required.
Minimum five (5) years management experience or relevant experience in the debit/credit card/financial services industry with extensive customer service background.
Proven leadership skills, organizational skills, problem solving skills and executive presentation skills required.
Thorough knowledge of Visa/MasterCard Chargeback Rules, Regulation E & Z and 3rd party vendor systems required.
Proven knowledge of 3rd party vendor processing system to include online screens, monetary and non-monetary transactions, dispute cycles including Representments, Arbitration and Compliance, Product Control File and other system parameters, and the system's more advanced function and features, preferred.
Physical Demands
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear
Specific vision abilities required by this job include close vision
Ability to occasionally lift/move up to 25 pounds
Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.
Supervisory Responsibility
Provide direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures
Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff
Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement
Direct staff, to ensure that all duties are performed according to department performance standards
Knowledge, Skills, & Abilities
Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.
Ability to communicate effectively in both verbal and written formats and give presentations utilizing various audiovisual support aids.
Ability to manage multiple projects, work in fast-paced environment, and meet deadlines.
Demonstrated exceptional analytical and quantitative skills
Ability to exercise discretion and good judgment in making decisions.
Proficiency in word processing and spreadsheet computer software applications
Minimal travel may be required, including occasional international travel to vendor partner locations.
Ability to maintain confidentiality of materials handled
Ability to be flexible and work under high pressure in a complex environment.
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
$82,700.00 - $105,400.00Actual 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.
Top Skills
What We Do
Velera, formerly PSCU/Co-op Solutions, is the nation’s premier payments credit union service organization (CUSO) and an integrated financial technology solutions provider. With over four decades of industry experience and a commitment to service excellence and innovation, our 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. Velera leverages its expertise and resources on behalf of credit unions and their members, offering an end-to-end product portfolio.
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