Dispute’s Operations Training Specialist

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 Dispute Operations Training Specialist will coordinate and facilitate skills development programs for the Dispute Operations departments members within Velera. Incumbent will deliver in-person, web-based, and distance learning programs, gather source materials for development of learning curriculum, procedures, and documentation. Incumbent will collaborate with Dispute Operations management and/or Product staff to adapt approach and delivery based on audience needs and/or new products/services or projects roll out. Incumbent will create or enhance Dispute Operations knowledge base articles, online learning module content, various application user guides, and/or procedures. Incumbent will support quality control processes through rescore, audit and calibration processes. Incumbent will support offshore partners through “train the trainer” processes, certification, liaison and subject matter expertise, and ongoing calibration review sessions. Incumbent will be responsible for communicating with senior management, internal/offshore teams, and credit unions/financial institutions as needed.

Essential Functions & Responsibilities

• Develop collaborative relationships with business line management, subject matter experts, HR, OD, and learning design staff to identify learning opportunities to close knowledge or performance gaps and gather source content for the learning curriculum.
• Maintain working knowledge of Dispute Operations products/services and applications to ensure content is effectively delivered.
• Create, update, or enhance knowledge base articles and/or procedures
• Facilitate technical skills, soft skills, career, and professional development programs
• Coach and mentor stakeholders within the business unit to facilitate best practices.
• Establish performance objectives, learning outcomes, and assessment tools, utilizing established instructional theories and design principles; Deliver virtual and classroom-based blended instruction.
• Modify custom-designed or off-the-shelf classroom and blended learning programs based on audience needs; May be involved in researching, evaluating, and recommending content, programs, resources, tools, and the like.
• Provide regular updates to department management of status of all development activities, completion of milestones, and potential conflicts.
• Analyze the effectiveness of learning facilitation through associate job performance and post-course delivery assessments; Create assessments for reinforcement, including situational and scenario-based questions; Provide post-learning follow-up to support learning transfer; Provide regular updates to Dispute Operations management of the status of all development activities, completion of milestones, and potential conflicts.
• Manage projects, including introducing and integrating new course materials through formalization efforts with L&OD Business partners; formalize all training materials, including, but not limited to, participation guides, facilitation guides, simulations, gamification, and formalized certifications.
• Provide backup facilitation support across the team, as needed.
• Perform other duties as assigned.

Position Specifications

• High School Diploma or equivalent.
• Bachelor’s degree preferred
• Minimum 5 years contact center as it relates to dispute processing and/or chargeback experience required and/or Two (2) years financial institution Chargeback experience required and/or One (1) year experience as a Team Lead with coaching and proven process improvement experience preferred.
• Previous experience in quality control preferred.
• Previous experience in Chargeback and/or Contact Center training preferred

Knowledge, Skills, & Abilities

• Demonstrate behaviors based on Velera ….
• Ability to proficiently use Microsoft Office applications (Excel, Word, PPT, Visio, etc.).
• Motivated self-starter with solid organizational skills and the ability to work in a team environment.

Collaborative individual with a positive attitude, enthusiasm, professionalism, and strong work ethic.

​​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

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

$25.96

to

$33.08

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