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 Disputes Workforce Generalist II will be part of a team that owns the business planning, including staffing requirements and metrics performance as well as the many different types of analysis that are needed on an ad-hoc and reoccurring basis. This role is responsible for forecasting, modeling, performance projections and analysis that will assist in developing and implementing plans to ensure the company has the right people in the right roles at the right time – both now and in the future – by working closely with business leaders across the company to understand talent needs to meet business growth goals, identifying gaps in the workforce, and implementing solutions to address those gaps.

Day in the Life:

• Identifying areas of opportunity, implementing innovative scheduling solutions to improve efficiency.

• Develop contact forecasting and staffing requirements for long-, mid-, and short- term as well as what if scenarios accounting for changes in such things as time off, meetings, special events, training and holidays for multiple products and skills.

• Continually improve forecasting accuracy across all contact channels including reporting on results and actions taken to update forecasts.

• Collaborate with Business Unit leadership to incorporate their feedback, including expected changes in the business into forecasting methodology.

• Reviews new business opportunities/changes to the business and how they relate to current agent processes/work list routing, staffing needs, and training plans to schedule special events, training, and meetings.

• Maintain historical contact data and ensure data integrity within WFM system.

• Lead execution of Workforce essential projects including forecasts, shift bids, annual PTO bids, and time off reconciliation.

• Identifies and implements process and procedure improvements to ensure efficient and effective workflow within the WF team.

• Responsible for analyzing, recommending, and communicating OT (Overtime) and ROT (Required Overtime) needs and setting it up in WFM system.

• Responsible for reporting and reviewing staffing levels for analysts within Disputes Operations.

• Perform other duties as assigned.

Education

• Bachelor’s Degree in related field or equivalent combination of education and experience required.

Qualifications:

• Five (5) years’ workforce management experience in a disputes environment required.

• Minimum two years’ forecasting experience preferred.

• WFM forecasting/scheduling software experience required. NICE WFM experience preferred.

• Disputes operations technology experience is desired, to include knowledge of Disputes Processing systems and Resolution Center.

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.

Supervisory Responsibility:

• N/A

Knowledge, Skills, & Abilities:

• Demonstrate behaviors based on Velera values: Dedication, Collaboration, Belonging, Curiosity, and Integrity.

• Strong analytical, organizational and time management skills required

• Thorough Knowledge of card processing procedures are desired

• Software experience with proficiency in Word, Excel, Power BI, Qlik, and PowerPoint strongly desired

• Knowledge of financial industry preferred

• Ability to communicate effectively in both verbal and written formats and give presentations utilizing various audiovisual support aids

• Ability to manage multiple projects, work in fast-paced environment, and meet deadlines

• Ability to exer