Velera · 6 hours ago
Supervisor, Dispute Operations
United States
Full-time
Remote
Mid, Senior Level
$60K/yr - $75K/yr
4+ years expVelera is the nation’s premier payments credit union service organization and an integrated fintech solutions provider. The Supervisor, Dispute Operations will supervise and coordinate the day-to-day operations of the fraud/non-fraud Chargeback Processing staff, ensuring maximum productivity and service excellence is achieved and delivered to Velera credit unions and their members.
CreditFinTechManagement Consulting
No H1B
Responsibilities
Supervises functional teams within the department, providing leadership to direct reports while ensuring client service and quality standards are met
Supervises, evaluates performance and develops team of direct reports
Regularly conducts individual staff and team meetings to keep direct reports informed on current processes as well updates to department procedures
Monitors quality scores to ensure department standards are met and exceeded; provides feedback and coaching to staff regarding their quality and how they can maintain/improve their scores
Oversees staff training needs and coordinate departmental training while maintaining critical timelines and departmental workflows
Monitors inbound call queues, email queues and all other client/member-facing channels to ensure service levels are maintained
Monitors daily workflow and acts as an escalation point for operational issues for staff; maintaining a working knowledge and understanding of Visa, MasterCard and other network Chargeback rules and requirements pertaining to case processing
Respond to client/and or member escalations. Provide timely resolution within department guidelines and policies
Keeps abreast of external changes in the dispute processing environment; ensure internal staff is properly trained to comply with such changes
Provides input on creation or modification of department policies and procedures as needed
Maintain awareness of fraud/non fraud trends and keep upper management aware of any ongoing and potential issues
Reviews Visa, Mastercard and other network notifications/mandates to support compliance with Chargeback processing requirements. Assists in communicating updates to staff and/or credit unions clients
Acts as Subject Matter Expert (SME) for changes/updates in processing platform systems and rules related to Chargeback processing
Acts as escalation point between Platform processors for reporting and tracking of issues in corresponding systems/networks for issues related to Disputes and Chargebacks
Coordinates and oversees any special projects as assigned by management
Adhere to compliance procedures and internal/operational risk controls in accordance with all applicable regulatory standards, requirements, and policies
Perform all other duties as assigned
Qualification
Required
Minimum four (4) years supervisory experience or relevant experience in the debit/credit card/financial services industry with extensive customer service background. (Resolution Center experience preferred)
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
High School Diploma or GED required
Preferred
Associates Degree in a related field or equivalent combination of education and/or experience preferred
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
Company
Velera
Velera provides financial technology and processing solutions for credit unions.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Chuck Fagan
President and CEO
Recent News
2026-01-20
2025-12-02
Company data provided by crunchbase