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.

Virtual Training Schedule: Instructor led between 8am to 6pm EST for up to 6 weeks

Flex Shifts: Subject to leadership approval. Flex your schedule during core business hours MON- FRI between 6am to 8pm

This position processes incoming fraud/non-fraud disputes within the Velera dispute platform; leveraging basic knowledge of Card Association Guidelines and timeframes to process chargebacks and recover funds on behalf of the cardholder/credit union while minimizing liability and risk for the company.

Essential Functions & Responsibilities

• Performs chargeback/dispute resolution processing and handles dispute inquiries, provide supporting documentation in various systems while minimizing risk for the company.
• Review electronic documentation produced from various sources to code transactions as fraud/non-fraud disputes within the Velera processing platform.
• Review, research and initiate the resolution of dispute inquiries from cardholders, credit unions, merchants and internal departments.
• Handle all aspects of the dispute process in compliance with Visa/MasterCard, federal and state rules and regulations.
• Send written communication to members and Credit Unions to provide case status or retrieve additional information to continue with the case.
• Identify matching authorization and validate transaction type within various Velera systems based on knowledge of the Card.
• Analyze transactions to identify fraud and Non-fraud dispute types to determine reason codes.
• Pay attention to details to mitigate financial losses, review merchants’ response, and recover funds on behalf of members.
• Create freeform letters on behalf of the Credit Union to the member to update current status of dispute.
• Handle/resolve non-posted items, retrieval projects and authorization chargebacks.
• Monitor and trouble shoot daily workflow and make recommendations to management based upon volumes and trends.
• Ensure compliance with federal and state regulations in resolving issues.
• Discern when follow up with cardholder for additional documentation is needed and take the appropriate actions.
• Responsible to process de-conversion and conversion files and will need to be adept at reading dispute/fraud processing reports as well as knowledgeable of trailing activity.
• Utilize multiple resources to validate fraud/non-fraud dispute reason code(s) for accuracy before submitting as well as troubleshooting errors.
• Provide back up to documentation services when requested, to meet departmental SLA’s.
• Provide back up to the Relationship Team when requested, to meet departmental SLA’s.
• Perform other duties as assigned

Work at Home Technology Requirements

• A secure home office environment that is free from background noise and distractions

• Proven and reliable private internet connection that is not supplied by the use of cellular data (hot spot)

  • Cable or fiber connections are preferred

  • Internet service download speeds must be at least 10 0 Mbps download and 30 Mbps upload - check your download speed using a speed test. To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer

• Your computer will need to be hardwired and connected directly to your modem via an Ethernet cord. Velera will provide a 25’ standard-length Ethernet cord.

• Access to a smart device (phone or tablet) with OS version 8.0 or greater or for Apple device IOS version 15.0 or greater (device cannot be rooted or jail-broken)

• Velera reserves the right to request proof of internet provider, speed, and service package from the representative

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.

Position Specifications

• High School Diploma or GED required.
• Associates Degree in a related field or equivalent combination of education and/or experience preferred.
• One (1) year customer service experience required.
• Minimum one (1) year working in payments preferred.
• General knowledge of card Brand (Visa, MasterCard, Amex, Discover) processing preferred.

• Demonstrate behaviors based on Velera values: Excellence, Innovation, Leadership, Passion, Trust and Diversity, Equity, & Inclusion
• Ability to work both independently and in a team environment
• Ability to explain confusing and complicated topics in a clear and concise manner
• 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 excellent analytical and quantitative skills, problem solving and organizational skills
• Ability to exercise discretion and good judgment in making decisions
• Proficiency in word processing and spreadsheet computer software applications
• Ability to maintain confidentiality of materials handled
• Ability to be flexible and work under high pressure in a complex environment
• Must have access to 100mbps download and 30mbps upload speeds for home office

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

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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 recruiters@pscu.com for assistance.