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 Member Services Service Executive I is responsible for building and improving relationships with clients to ensure operational issues and questions are resolved in a timely manner. The Service Executive is responsible for managing and delivering timely responses and resolutions, which are essential to growing and enhancing relationships with our clients. The Service Executive is the point of contact for the Contact Center Services & Solutions product and LOB credit unions and clients, managing all programs and products specific to the contact center. The Service Executive must exceed all client expectations and must be intimate with respect to their unique set up, business goals, and strategy. The behavior and results of the Service Executive are vital. This includes leveraging a consultative approach to direct operational activities to ensure each client’s overall business objectives are achieved. This role requires expert knowledge, critical thinking and the ability to complete program analysis and successful implementations by collaborating with organizational support across Velera and external service partners. The Service Executive is an integral component of the sales cycle. As such, the Service Executive must collaborate with the Account Executive to ensure that contract renewals and upsell/cross-sell opportunities are optimally addressed. The Service Executive will achieve these goals by proactively recognizing client needs and concerns. The Service Executive is responsible for delivering exceptional service and cultivating relationships with key client personnel and executives. The Service Executive will achieve these goals by developing and executing service account plans, managing operational requests and projects to ensure timeliness, accuracy and quality. The Service Executive must help portray Velera as being easy to do business with as well as exceed their clients’ perception of VELERA value. The Service Executive must possess exceptional written and verbal customer contact skills and can manage a book of business comprised of diverse, sophisticated, complex clients. The Service Executive is responsible to make sound business decisions that may be outside of established parameters. The Service Executive must work under minimal supervision to drive an optimal client experience.

Day in the Life

• Responsible for supporting high-tier clients or other clients based on business need.

• Proactively communicate the status and/or resolution to the client in written, verbal and/or visual form.

• The Service Executive will be required to meet with clients at  Velera campuses, client corporate offices and/or virtual meetings as necessary to build strong client relationships.

• The Service Executive will be responsible for the unilateral creation of material necessary to support client meetings.  Complete process audits to identify and recommend improvement opportunities.

• Maintain CRM records for all assigned clients to include meeting activity and relationship details.

• Maintain extensive knowledge of operational applications and systems used by their assigned client.

• Continued training on new products and services.

• Required in-depth knowledge and the ability to be proactive, consultative and advocate on behalf of the client.

• Identify strategic operational opportunities that ensure client business objectives are met and performance metrics of payment portfolios are maximized.

• Establish, solidify and own strong operational account relationships that result in excellent client satisfaction scores as reflected in periodic surveys; act as primary consultant for client for operational initiatives and issue resolutions.  Develop and implement action plan for improvement until issues resolved.

• Maintain a thorough understanding of complex regulations, and compliance requirements and how each relates to assigned client. Interpret policies and operational practices.

• Maintain extensive understanding of contractual Service Level Agreements (SLA) requirements and Key Performance Indicators (KPI) for all clients.

• Function as the client’s operational relationship consultant and act as their advocate, exercising discretion and independent