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.

Basic Function

The Workcase Representative will review, analyze, and process all incoming dispute documentation and general correspondence and assign the correct work case type classification. The incumbent will also manage the processing of document files within the imaging platform, which includes daily monitoring of server performance and reporting/software troubleshooting. The delivery of this work is critical to assure consistent support of back-office processing of debit and credit card disputes. The incumbent will act as departmental resource and the subject matter expert of imaging platform.

Essential Functions & Responsibilities

• Responsible for processing various documents received from multiple sources, performing extensive research to ensure accurate routing of documents to designated areas for further action, if necessary

• Process in various work queues within association platform; prep various documents correspondence for scanning and distribution 

• Evaluate and analyze incoming cardholder correspondence and supporting documentation on dispute cases for completeness; identify classification and route documents appropriately; requests additional information from the cardholder when necessary 

• Regularly analyze and offer process changes to workflow as it relates to work case delivery to support company efficiency strategies and goals 

• Deliver dispute case documents designated to be outsourced to Velera's partner and monitor for rejects 

• Independently initiate escalation process for technical issues and communicate with all levels of management 

• Perform archiving process of documents received in physical and electronic format 

• Provide support to Fraud/Case Management Rep II as needed 

• Provide input to department knowledge base, including procedural updates 

• Perform other duties as assigned  

Qualifications

• High School Diploma or GED required.

• Associate's Degree in a related field or equivalent combination of education and experience preferred

• Minimum One (1) year customer service experience preferred

• Minimum one (1) year working credit and debit card fraud/non-fraud disputes preferred. General knowledge of VISA and MasterCard Regulations preferred

• Minimum one (1) year experience working with databases, and active OCR for AnyDoc proprietary system experience preferred

• Minimum one (1) year experience in Visual Basic Programming language preferred 10-key touch experience preferred

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

Other Physical Demands

• None

Supervisory Responsibility

• None

Knowledge, Skills, & Abilities

• Demonstrate behaviors based on Velera values: Dedication, Collaboration, Belonging, Curiosity and Integrity

• Adult learning and training principles

• Expert knowledge of the Velera dispute processing platforms and systems

• Expert knowledge of Visa, Mastercard and other network rules and dispute cycles as they relate to processing of fraud/non-fraud disputes

• Expert knowledge of credit and debit card settlement impacts to cardholder accounts and client

• Proven 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

• Ability to exercise discretion and good judgment in making decisions

• Advanced proficiency in word processing and spreadsheet computer software applications

• Minimal travel may be required

• Ability to maintain confidentiality of materials handled

• Ability to be flexible and work under high pressure in a complex environment

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.