CC Experience & Business Process Analyst lll

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.

The CC Experience & Business Process Analyst III will support the Manager in driving strategic initiatives and operational excellence within the Contact Center. The incumbent in this role will have significant interaction with clients, requiring a deep understanding of their needs and the ability to resolve complex issues promptly and effectively. The incumbent will liaise between business units, cross-departmental teams, and external partners to develop and implement creative solutions that meet business needs while ensuring adherence to company standards and guidelines. This role demands a proactive approach to problem-solving, excellent communication skills, and the ability to work collaboratively in a fast-paced environment. In addition to managing internal processes, the incumbent will enhance client satisfaction by addressing their concerns, resolving issues, and providing ongoing support. Responsible for interpreting complex data, making data-driven recommendations, and communicating findings clearly and concisely to various stakeholders will be vital to your success. The incumbent will optimize operational efficiency and drive continuous improvement by leveraging data and insights.

• Conduct thorough research on various trends and situations impacting the Contact Center. Analyze data to provide actionable insights and recommendations for strategic decision-making. This involves extensive data collection, interpretation, and synthesis to identify patterns, trends, and opportunities for improvement.

• Serve as the primary contact for resolving high-profile inquiries and managing complex issues impacting clients.

• Work directly with clients to understand their needs, address their concerns, and provide tailored solutions.

• Maintain detailed records of issue status and resolution steps to ensure transparency and accountability.

• Monitor and analyze industry trends, customer feedback, and market conditions to identify opportunities for improvement and innovation.

• Stay informed about emerging technologies and methodologies that could enhance Contact Center operations.

• Assist in the development and execution of strategic initiatives aimed at enhancing client experience and operational efficiency.

• Collect, analyze, and interpret data related to Contact Center operations, customer interactions, and performance metrics. Utilize statistical tools and techniques to identify patterns and trends.

• Prepare detailed reports and presentations for senior management, highlighting key findings, recommendations, and progress on strategic initiatives.

• Assist in developing, implementing, and enhancing client survey processes to gather actionable feedback. Analyze survey results to identify areas for improvement and implement changes to enhance client satisfaction.

• Maintain a thorough understanding of all products, solutions, and systems relevant to the financial industry.

• Support aligning services with client expectations and proactively resolve issues to enhance customer satisfaction.

• Work closely with cross-functional teams, including product development, IT, operations, and customer service, to support the implementation of strategic projects.

• Develop and maintain documentation for business processes, standard operating procedures (SOPs), and best practices. Ensure that all documentation is up-to-date and easily accessible to relevant stakeholders.

• Identify areas for process improvement and work with relevant teams to implement solutions that enhance efficiency and customer satisfaction.

• Provide analytical support to the manager, assisting with project planning, tracking, and execution. Help coordinate meetings, prepare agendas, and follow up on action items.

• Perform all other duties as assigned.

Qualifications

• Bachelor's Degree in related field, preferably in Business, or equivalent combination of education and experience required, or equivalent operational analysis years of experience.

• Master’s degree in business administration, Finance, Information Systems, or related field preferred.

• Professional certifications such as Certified Business Analysis Professional, Project Management Professional, or Lean Six Sigma Green/Black Belt preferred.

• Minimum five (5) years of experience in business analysis, data analysis, or a related field within the financial services or contact center industry.

• Minimum three (3) years of related experience within the financial services industry, focusing on client relations and operational management required.

• Proven experience in conducting research, analyzing data, and providing actionable insights.

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

to

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 and the "EEO is the Law" Poster Supplement. 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 (English and Spanish). For information regarding your Right To Work, please click here (English and Spanish poster).

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