Manager, Disputes Strategy

Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.

The Manager, Disputes Strategy serves as a subject matter expert and strategic advisor for Velera’s dispute resolution capabilities. This role blends deep functional expertise in disputes with strategic leadership, vendor oversight and client-facing consultation. The position is responsible for shaping and executing the disputes roadmap in alignment with company strategy, regulatory requirements, network rules and client expectations. This role partner closely with senior leadership, vendors and cross-functional teams to drive process transformation, enablement and innovation across the disputes lifecycle. The Manger acts as a trusted advisor to internal stakeholders and clients, providing clear guidance on dispute strategy, roadmap planning, vendor capabilities and regulatory change. In addition, this role oversees vendor relationship and supports client migrations and enablement initiatives tied to the Disputes tool (Resolution Center).

• Serve as a Dispute SME, providing guidance on dispute resolution strategy, regulatory compliance and network rules.

• Advise leadership and stakeholders on dispute trends, emerging risks, industry mandates and strategic opportunities.

• Support development and execution of the disputes roadmap, ensuring alignment with enterprise strategy, client needs and operaitonal capabilities.

• Oversee day‑to‑day strategic management of disputes vendor relationships, ensuring performance, compliance, and alignment with contractual and service expectations.

• Act as a client‑facing advisor, communicating disputes strategy, roadmap, and capabilities to clients and internal partners.

• Support executive and client discussions related to disputes transformation, performance, and future‑state planning.

• Collaborate with Sales, Client Services, Operations, Risk, Compliance, Technology, and Product teams to ensure consistent messaging and execution.

• Provide leadership, coaching, and development for a small team supporting vendor management, enablement, and dispute strategy initiatives.

• Stay abreast of Visa, Mastercard and other network mandates/rules as they relate to Disputes processing.

• Manage departmental procedural changes with Disputes vendor and Op’s organization to ensure full compliance and minimize risk of loss.

• Perform all other duties as assigned.

• Regular and reliable attendance.

• Responsible for reporting risks that are identified to the appropriate team and/or management. Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.

• Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.

• Responsible for ensuring that exceptional service is delivered to both internal and external clients by doing what’s right for credit unions.

• Demonstrate enthusiastic support of corporate mission, vision, core values and long-term business objectives.

• Support a workplace where every employee feels valued, respected, and connected.

• Perform job duties within the company’s policies, procedures, service standards and the state and federal laws.

• Provide direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures.

• Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff.

• Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement.

• Direct staff, to ensure that all duties are performed according to department performance standards.

Qualifications:

• BA/BS degree in Business, Management, or related field, or equivalent combination of education and experience required.

• Minimum of 10 years experience in the financial industry or relevant experience in the debit/credit card/financial services industry with extensive customer service background.

• Minimum five (5) years management experience

• Proven leadership skills, organizational skills, problem solving skills and executive presentation skills required.

• Demonstrated experience in providing solutions for complex financial initiatives

• Proven engagement with executive leadership to deliver meaningful organizational and process change.

• Ability to manage innovation and seize opportunities to create new and radical alternatives to traditional methods and approaches.

• Experience with financial analysis, risk management, and/or regulatory compliance.

• Experience working with cross-functional teams and stakeholders, with the ability to influence and negotiate effectively at all levels of the organization.

• Strong influencing, networking, and critical thinking skills to build and foster existing consultative relationships that drive alignment and partnership opportunities.

• Ability to communicate effectively in both verbal and written formats to executives and leaders at all levels

• Must be committed to a culture of continuous improvement.

• Ability to effectively prioritize and complete tasks and function well in a high-pressure, deadline-driven environment.

• Exceptional organizational skills with the ability to balance multiple projects and teams with contending priorities.

• Ability to think strategically and apply analytical/critical thinking to assignments.

• Ability to travel required.

• Ability to maintain confidentiality of material handled.

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

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. 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.  For information regarding your Right To Work, please click here.

This role is currently not eligible for sponsorship.

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at [email protected] for assistance.