Dispute Operations Manager at Velera

Many credit unions depend on strong dispute handling to protect both members and financial partners. This role supports that work by guiding the teams that manage chargebacks, dispute reviews, and complex service issues. This rewrite comes from a third party to help job seekers understand the role and the company behind it.

The position suits someone who leads well, thinks clearly under pressure, and knows how card dispute rules work. The manager oversees daily operations, supports staff, and resolves issues that rise beyond the team level.

Job summary

Position: Dispute Operations Manager
Company: Velera
Location: Remote, United States
Employment: Full time
Salary Range: $82,700 to $105,400 per year
Job Category: Operations, Risk, Financial Services
Visa: No sponsorship

About the company

Velera is a payments service provider that supports more than four thousand financial institutions across North America. The company focuses on secure, modern transaction systems and strong service delivery. Its goal is to help partners stay ahead in a fast-changing industry by offering tools that support safer and smoother financial services.

About the role

The Dispute Operations Manager directs the teams that process chargebacks and other dispute activities. This includes setting clear workflows, ensuring all actions follow network rules, and supporting supervisors with day-to-day needs. You also act as the point of contact for high-level issues and help guide communication with senior leaders, credit unions, and partner teams.

You maintain strong quality standards and reduce risk by keeping all work in line with Visa, Mastercard, and regulatory rules. You help shape procedures, review performance data, and lead improvements across the department.

What you will do

You guide staff and supervisors to keep service levels strong and aligned with the company brand. You help shape and update policies so the team meets network and regulatory standards. You set productivity and quality measures and ensure leadership has accurate records for reviews.

You stay current on rule changes from Visa, Mastercard, and other networks. You adjust team processes to stay compliant and reduce losses. You build strong working relationships with vendors, internal teams, and partners who support dispute services.

You serve as the main point for major issues. You research escalations, work with clients or cardholders, and help teams resolve complex matters. You work across teams to ensure service issues get fixed quickly.

You check system use and team workflows to make sure all tools are used fully. You review processes and adjust steps when needed to improve accuracy, speed, or risk control. You offer suggestions to leadership for greater efficiency.

You support team projects linked to onboarding, offboarding, and new services. You help roll out new tools or updates that affect dispute teams. You also partner with vendor management teams to escalate and resolve issues tied to outside partners.

You monitor staffing levels and suggest changes when volume shifts. You help shape disaster recovery plans and stay within the department budget.

What you need

You need a bachelor’s degree in a related field or a mix of schooling and strong experience. You need at least five years of management or dispute handling experience in card services or financial operations. You must know Visa and Mastercard chargeback rules and understand Regulation E and Z.

You need strong leadership skills, clear communication, and solid judgment. You must be able to manage projects, explain complex topics, and solve problems with confidence. You need skill with spreadsheets, reports, and standard office software. Some travel may be required.

Skills and abilities

You support the company values of dedication, collaboration, belonging, curiosity, and integrity. You stay calm under pressure, handle private information with care, and work well on several tasks at once. You understand how to guide teams, coach staff, and lead change.

Work environment and physical needs

You spend most of the day sitting and working with computer systems. You need close vision for documents and screens. You may lift up to twenty-five pounds at times. People with disabilities may request accommodation.

Benefits

Benefits may include medical, dental, vision, disability coverage, paid time off, holidays, parental leave, volunteer time, life insurance, retirement plans with match, savings accounts, mental health support, tuition help, and wellness programs. Details depend on eligibility and company rules.