Research & Resolution 1

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.

• Work on critical inquiries and issues through the entire resolution lifecycle: Communication, Root Cause, Documentation, Improvement, Training, Trend analysis.

• Develop a deep knowledge of the Financial Industry and Velera’s products and services to pinpoint the root cause of issues and raise awareness.

• Identify knowledge gaps and document to minimize co-dependency on outside groups.

• Perform research and analysis on complex product/service change requests and diagnose technical issues.

• Perform in-depth analysis on inquiries, concepts and/or projects and provide appropriate consultation and feedback

• Serve as an advisor with appropriate BUs/Subject Matter Experts to ensure quality FI issue resolution and satisfaction

• Design and develop team reporting needs through continued development of tools such as Service Portal, Service Now, and Salesforce

• Provide recommendations regarding efficiency and continuous improvement initiatives

• Collect and analyze data to identify trends and opportunities to implement enhancements for strategic/tactical planning and policies

• Interact with Financial Institution executives and personnel to ensure high levels of client satisfaction with Velera

• Demonstrating leadership behaviors and results that facilitate stakeholder collaboration, issue analysis, root cause identification resulting in actions to remedy/resolve associated impact to accomplish results to meet Client and Velera standards

• Mentors and coaches, the development of others and seeks mentoring from others for personal development

• Develops rapport with internal and external business partners and demonstrates ability to work through other areas to accomplish results to meet Client and Velera standards

• Demonstrates a solid foundation of client, product, and industry knowledge

• Perform other duties as assigned

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

• Five (5) years' experience in client relationship management, product implementation or product support within the Financial Industry required.

• Project management experience preferred

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

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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. 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.  For information regarding your Right To Work, please click here.

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