Member Services Executive I

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $67.7k - $86.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Executive

👻 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

• Build and improve client relationships and resolve operational issues and questions • Serve as primary point of contact for Contact Center Services & Solutions products and client credit unions • Support high-tier clients and proactively communicate status and resolutions • Meet clients at Velera campuses, client corporate offices, and virtually as necessary • Create materials for client meetings and complete process audits • Maintain CRM records and extensive knowledge of client operational applications and systems • Identify strategic operational opportunities and maximize payment portfolio performance • Own operational account relationships and act as primary consultant for initiatives and issue resolutions • Develop and implement action plans for issue resolution and improvement • Interpret policies, operational practices, compliance requirements, SLAs, and KPIs • Resolve complex operational and product issues using discretion and independent judgment • Research and analyze complex, high-monetary-risk product/service requests • Provide guidance on solution campaigns, product migrations, card portfolio modifications, new and existing products, services, mergers, and account compromise events • Manage client expectations regarding system functionality, compliance, timeframes, and operational changes • Identify and implement creative approaches for strategic initiatives • Identify sales opportunities and partner with Client Growth Executives on products, services, upsell, and cross-sell opportunities • Escalate issues with Velera and vendor partners • Support client CEOs and operational contacts • Prepare business review presentations and lead client account plan review meetings • Perform other duties as assigned

🎯 Requirements

• Bachelor’s Degree in related field or combination of education and relevant experience required • Five (5) years in a client relationship experience within the financial service or contact center industry required • Two (2) years of experience within Client Service Delivery at Velera or similar role within the industry servicing accounts or clients is required • Exceptional written and verbal customer contact skills • Expert knowledge, critical thinking and ability to complete program analysis and successful implementations • In-depth knowledge of operational applications and systems • Thorough understanding of complex regulations and compliance requirements • Extensive understanding of contractual Service Level Agreements (SLA) and Key Performance Indicators (KPI) • Current knowledge of payment industry trends, innovation, card services, digital support, payments, contact centers, Visa, MasterCard, FDR, partners and competitors • Availability after hours, weekends and holidays to support client needs • 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