Join the People Helping People

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 Opportunity

The Manager, Contact Center - Lending will manage and assume full responsibility for the performance of the Lending Operations Center, including all lines of business that is supported. This includes maintaining adequate staffing, meeting budgetary requirements, ongoing analysis and implementation of action plans to mitigate employee attrition, achieve high-performance standards and meet service levels. The incumbent must also ensure that staff complies with all standards, policies and procedures as defined for the group. Additionally, the incumbent is required to interact and foster positive relationships with clients, as well as, internal and external customers to the business. Incumbent may manage a blend of onsite and remote employees. Incumbent needs to be able to anticipate the needs of the Lending Operations Center and make recommendations to keep their products, services, and employee development relevant.

Day in the Life

• Manage the day-to-day operations of the Lending Operations Center, including all KPIs, development of staff, and employee engagement.

• Analyze operations and make recommendations to increase effectiveness, productivity, and quality of service on an ongoing basis.

• Provide a high standard of customer service for internal and external customers. Develop and maintain good working relationships with clients as well as internal and external customers of the business.

• Work with Training to provide timely, high-quality training through a variety of channels to new and existing employees and recommend, plan, and administer motivational programs for staff.

• Handle complex service issues with members, financial institutions, external clients and regions; respond to written and verbal customer complaints as needed. Visit clients to determine servicing requirements, establish procedures, work through difficult issues and nurture relationships as required by the business.

• Provide and maintain contingency “back-up” with specific and special emphasis on business resumption as part of Velera’s Business Continuity Plan (BCP). Ensure all employee records are current for BCP.

• Review and analyze all statistical reports, and dashboards and create strategies based on the data to improve Lending Operations Center performance.

• Strategically align with Workforce Management to achieve service-level goals, staffing requirements, and cross-training needs.

• Work with Technology to ensure the integrity of all systems the Lending Operations Center utilizes.

• Work with the Strategic Initiatives team to recommend improvements to the functionality of lending applications that will enhance the customer experience and provide efficiencies to the Lending Operations staff.

• Recommend and implement techniques encouraging inter-departmental and intra-departmental teamwork. Conduct routine department meetings to ensure that staff is informed of department and company issues, and to maintain positive department morale.

• Participate in the budget planning process and meet budgetary requirements throughout the fiscal year.

• Actively supports Velera strategic future, business plan, culture, and leadership practices.

• Manage and/or oversee any special projects as assigned by management.

• Serve as backup to Contact Center VP Disputes & Lending Operations in his/her absence.

• Perform other duties as assigned.

Supervisory Responsibility

• 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

• Bachelor's Degree in related field preferably in Business or equivalent combination of education and experience required or equivalent contact center man