[Remote] Bilingual Spanish Contact Center Disputes Operations Agent

Note: The job is a remote job and is open to candidates in USA. Velera is the nation’s premier payments credit union service organization and an integrated fintech solutions provider. They are seeking a Bilingual Spanish Contact Center Disputes Operations Agent to handle first-stage disputes from incoming calls, providing high-quality service to Credit Union employees and members while resolving fraud and non-fraud disputes. Responsibilities Take incoming calls from cardholders applying critical thinking skills to identify and resolve inquiries originating from members and Financial Institutions daily and determine the best course of action to resolve the case within established departmental timeframes Be proficient in all areas of entry level fraud/non-fraud dispute processing Maintain knowledge of and follow association and regulatory rules to help diagnose charge back or compliance cases and to assist in the research, analysis, and resolution of those cases Navigates tools and resources to properly address member disputes Maintains a high level of service with member and meets performance targets Maintains composure and demonstrates a calm, professional position while adapting to difficult situations Develops and maintains productive working relationships with team members Participates in product and procedure training in classroom, on the job training, and reviews all available manuals and resources to acquire and increase product knowledge Skills High school diploma or equivalent Basic Computer Skills using Word, Excel, Outlook Strong customer service skills Clear verbal communication, written communication, and reading comprehension in English General understanding of debits and credits, fee adjustments, funds movements, general ledger entries and sub accounts for Velera platforms, FiServ Platforms and Association' (MasterCard/ Visa) Ability to accurately interpret information as well as demonstrate problem solving and analytical thinking skills Application of good judgment and decision making Ability to work efficiently both independently and as part of a team Skill knowledge is to include but not limited to: Dispute processing applications, Fraud processing applications, Star Station, 3270 While performing duties of this job, employee is regularly required to do the following: read, write, simple arithmetic, draw conclusions from written or computer-generated materials, analyze data or report information 5-8 hours per shift Minimum of one (1) year experience in fraud management or disputes chargebacks preferred Minimum of six (6) months experience in a customer service environment or call center experience preferred Benefits 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 Overview Velera provides financial technology and processing solutions for credit unions. It was founded in 1977, and is headquartered in St. Petersburg, Florida, USA, with a workforce of 1001-5000 employees. Its website is