Settlement Resolution Specialist

Job Summary Settlement Resolution Specialist provides senior-level guidance and subject matter expertise on escalated settlement inquiries from financial institutions or cardholders related to errors in fraud and non‑fraud chargeback processing. Responsibilities Research and resolve client and cardholder tickets related to settlement errors, exceptions, and rejects. Post daily settlement entries in Velera’s general ledgers in compliance with card association and regulatory standards. Interface with internal teams—Client Delivery, CGE, Operations, Compliance, Legal, and executive leadership—to resolve financial inquiries. Provide coaching and corrective guidance to chargeback analysts, identifying root causes and preventing repeat errors. Recommend process improvements to reduce recurring costly errors. Analyze cardholder fraud/dispute information and apply appropriate case actions consistent with card association, regulatory, and department guidelines. Generate required cardholder correspondence to ensure compliance with regulatory and card association requirements. Maintain thorough knowledge of card association and regulatory rules to resolve complex chargeback and compliance cases. Process adjustments for credit and debit card settlement as related to fraud and non‑fraud disputes. Prioritize workload to meet departmental and contractual service level agreements, including federal and state regulations. Share knowledge and best practices, providing training to less experienced team members. Conduct outbound calls to members and financial institutions to provide exceptional service. Document and communicate escalation trends to leadership and collaborate with Settlement/Finance and Risk units. Perform account charge‑off processes for high‑visibility clients. Assist leadership with related tasks as needed. Qualifications High School diploma, GED, or equivalent education required. Associate’s degree or equivalent education and experience preferred. Minimum two (2) years as a Case Management Representative. Minimum two (2) years of experience in a credit/debit card environment focused on dispute, fraud, and general card industry knowledge. Minimum two (2) years of customer service experience. Prior experience with Velera’s account recovery system is preferred. Benefits Competitive wages ($19.18 – $23.99 per hour, adjusted based on experience and other factors). Medical coverage with telemedicine, dental, vision, basic and optional life insurance, paid time off, parental and family care, community volunteer time off, paid holidays, disability insurance, 401(k) with employer match, Health Savings Accounts, Flexible Spending Accounts, supplemental insurance, employee assistance program, tuition reimbursement, wellness program, and more. Remote‑first flexible work environment. Equal Employment Opportunity Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, sexual orientation, marital status, veteran status, disability, or any other protected class under federal, state, or local law. #J-18808-Ljbffr Velera Solutions, LLC