Manager, Member Services

🔥 1 hour ago

🇺🇸 United States – Remote

💵 $105.6k - $134.6k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Velera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📣 Marketing

💳 Fintech

Consulting • Marketing • Fintech

Velera is a company that provides a wide range of solutions for financial institutions, focusing on payment and banking technology. The company offers services in digital card issuance, digital wallets, and provides a co-op pay network and ATM terminal driving. Velera integrates sophisticated scoring and decision-making tools for fraud prevention and identity authentication. It also offers strategic consulting services for growth and marketing. Velera positions itself as a partner in digital banking and financial technology innovation.

📋 Description

• Lead Contact Center Services & Solutions Account Executives and Service Executives • Manage and motivate a team owning contact center relationships and servicing • Manage and retain assigned credit union client relationships across Contact Center Services & Solutions, Lending, and CU Student Choice products • Improve consultative member service, promote Velera products and services, and drive loyalty, endorsement, revenue growth, and market share • Direct cross-functional work teams and resources to support business objectives • Develop business plans and implement policies and procedures for timely outcomes and issue resolution • Build relationships with client executives and key call center leaders • Oversee contact center client relationship and operational services, including production support, projects, solutions, system enhancements, and regulatory matters • Oversee account relationships to achieve client satisfaction and resolve escalated issues • Lead Client Relationship Management and Contract Renewal strategies • Monitor and resolve complex and sensitive issues • Forecast and develop skilled resources; maintain and report productivity and quality statistics • Promote operational efficiencies and process improvements • Support sales processes through on-site meetings and conference calls • Maintain relationships with clients, vendors, and Velera departments • Identify and deliver sales opportunities and new products and services • Lead or participate in cross-functional projects • Maintain knowledge of Velera products, service applications, and payments regulations

🎯 Requirements

• Bachelor’s Degree in related field or equivalent combination of education and experience required • Master’s degree preferred • 8 years professional experience leading multi-site client services centers and driving successful development/execution of service & delivery strategies required • 8 years banking or credit union industry experience required • 8 years Call Center industry experience required • Ability to communicate effectively with client operational executives and call center leaders as well as internal support teams, leaders, and executives • Thorough understanding of Velera products, solutions, and systems, including set-up, implementation, testing, pricing, billing, and reporting • Understanding of payments regulations, e.g. Dodd-Frank • This role is currently not eligible for sponsorship

🏖️ 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 • Remote-first, flexible environment