Bilingual Spanish Contact Center Disputes Operations Agent

CO-OP Financial Services

Job Overview

Location

Remote-USA

Job Type

Full-time

Full Job Description

📋 Description

• The Bilingual Spanish Contact Center Disputes Operations Agent I will handle first-stage disputes from incoming calls related to credit union members and financial institutions, applying critical thinking to identify and resolve inquiries, determine appropriate actions, and ensure high-quality, courteous, and efficient service while minimizing liability and risk.
• Responsibilities include analyzing and resolving fraud and non-fraud disputes, recovering funds for members and institutions, maintaining knowledge of association and regulatory rules, navigating tools to address member disputes, maintaining high service levels and performance targets, demonstrating composure and professionalism, and developing productive working relationships with team members through training and resource review.
• The role supports Velera’s mission of fostering an inclusive, diverse workforce where employees feel valued and can reach their full potential, aligned with the organization’s commitment to equity and inclusion.

🎯 Requirements

• High school diploma or equivalent; some post-secondary education desirable.
• Minimum of one (1) year experience in fraud management or dispute chargebacks.
• Minimum of six (6) months experience in a customer service or call center environment.

🏖️ Benefits

• Competitive wages
• Medical with telemedicine
• Dental and vision coverage
• Basic and optional life insurance
• Paid Time Off (PTO)
• Maternity, parental, and family care
• Community volunteer time off
• 12 paid holidays
• Company-paid disability insurance
• 401(k) with employer match
• Health Savings Accounts (HSA) with company contributions
• Flexible Spending Accounts (FSA)
• Supplemental insurance
• Mental health and well-being support via Employee Assistance Program (EAP)
• Tuition reimbursement
• Wellness program

Skills & Technologies

Remote

Degree Required

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CO-OP Financial Services

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About CO-OP Financial Services

CO-OP Financial Services, operating as Velera, is a financial technology cooperative serving credit unions across the United States. It provides payment processing, digital banking platforms, ATM and shared-branch networks, fraud management and data analytics tools. The organization enables credit unions to offer members secure, modern banking experiences comparable to large banks while maintaining cooperative ownership and governance. Services include credit, debit and prepaid card processing, online and mobile banking solutions, real-time payments and contactless technologies. Founded in 1981, the company rebranded its technology arm to Velera in 2023 to emphasize innovation and growth in the fintech sector.

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