Contact Center - Disputes Operations Agent

📋 Description

• • The Contact Center - Disputes Operations Agent role at CO-OP Financial Services (operating as Velera) is a frontline position responsible for resolving first-stage disputes from incoming calls, ensuring high-quality service to credit union members and employees while protecting against fraud and financial loss.
• • Day-to-day responsibilities include taking inbound calls, applying critical thinking to assess and resolve member inquiries, processing fraud and non-fraud disputes, maintaining compliance with association and regulatory rules, navigating internal tools to investigate cases, meeting performance targets, and maintaining professional composure in challenging situations.
• • Velera is a leading payments credit union service organization (CUSO) and integrated fintech provider serving over 4,000 financial institutions across North America, committed to innovation, service excellence, and fostering an inclusive workplace where diverse talent thrives.
• • In this role, the employee will develop expertise in dispute resolution, fraud detection, financial systems, and customer service excellence, while gaining experience in a regulated financial environment and building skills in communication, problem-solving, and team collaboration.