Service Executive II

Title: Service Executive II – Emerging Services

Location: Remote-USA

Job Description:

Join the People Helping People

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 Service Executive serves as the primary point of contact for support and day-to-day operations across Velera’s Origination Solutions and related products and services. This position is responsible for building and improving relationships with clients to ensure operational efficiency, policy optimization and to effectively address all outstanding questions and issue.  This role is responsible for delivering exceptional service, cultivating  relationships with multiple levels of client staff, including managers up to C-suite, and understanding their business requirements to recommend improvements.  The Service Executive will be also responsible for managing timely communications related to new releases and enhancements, assisting with testing and training and coaching of staff, participating in special projects and resolving critical issues.

Essential Functions & Responsibilities

• Responsible for supporting assigned clients or other clients based on business need.
• Serve as the client’s primary point of contact to report issues, communicate new features and releases; address all related inquiries and concerns promptly; schedule release deployment and testing.
• Submit and manage client change requests and custom requirements; ensure accurate documentation, and prioritization. 
• Proactively communicate the status and/or resolution to the client in written, verbal and/or visual form.
• Conduct regular meetings with clients to build strong relationships.
• Complete reactive or proactive process audits to identify and recommend improvement opportunities.
• Maintain CRM records for all assigned clients to include meeting activity and relationship details.
• Maintain extensive knowledge of operational applications and systems used by their assigned client.
• Stay informed and conduct training on new features, enhancements, products and services.
• Serve as lead and mentor for other team members.
• Maintain in-depth knowledge and ability to be proactive, consultative and advocate on behalf of the client.
• Identify strategic operational opportunities that ensure client business objectives are met and performance metrics are maximized.
• Establish, solidify and own strong operational account relationships that result in excellent client satisfaction scores as reflected in periodic surveys; act as primary consultant for client for operational initiatives and issue resolutions.  Develop and implement action plan for improvement until issues resolved.
• Maintain a thorough understanding of complex regulations, and compliance requirements and how each relates to assigned client. Interpret policies and operational practices.
• Maintain extensive understanding of contractual Service Level Agreements (SLA) requirements and Key Performance Indicators (KPI) for all clients.
• Function as the client’s operational relationship consultant and act as their advocate, exercising discretion and independent judgment in resolving complex operational and product issues.
• Make sound business decisions that may be outside of established parameters by demonstrating an appropriate sense of urgency by continually monitoring and communicating the status and/or resolution to the client in written, verbal and/or visual form.
• Consult and advise with various partners, all Velera business units and the client by providing ongoing communication between all parties to ensure timely resolution of the client’s operational needs.
• Independently evaluate courses of action through extensive research and analysis on complex high-monetary risk product/service requests ensuring client’s objectives are met, preventing potential financial liability and preserving positive client relationship.
• Establish and manage client expectations with regard to complex system functionality on multiple platforms, compliance and timeframes as well as keeping client apprised of significant operational system modifications or issues.
• Actively review client operational landscape and determine, develop, and implement new and creative approaches to drive strategic initiatives.
• Function as client’s primary point of contact for issue escalation with Velera  and with all vendor partners.
• Interact positively and professionally in all interactions with Velera staff, clients, and business constituents.
• Maintain current knowledge of payment industry trends and innovation, Velera products and solutions, of card services, digital support, payments, the VELERA contact center and the industry related to Visa, MasterCard, FDR, Velera, partners and competitors.
• Maintain a close working relationship with internal departments to ensure smooth and open communications.
• Required to be available after hours, weekends and holidays to support client needs.
• Prepare and deliver consistent business review presentations and lead client account plan review meetings based on client segmentation requirements.

Education

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

Experience

Seven (7) years in a client relationship experience within the financial service and in-depth knowledge of loan origination solutions is required. Experience in driving strategic initiatives, client outcomes, and customer success is required.

Four (4) years within Client Service Delivery at Velera or similar role within the industry servicing accounts or clients is required.

Knowledge, Skills, & Abilities

• Demonstrate behaviors based on Velera values: Dedication, Collaboration, Belonging, Curiosity, and Integrity.
• Ability to work a flexible work window to meet needs of the business; including being available for client emergencies and unique situations
• Ability to make independent, effective decisions on complex problems, determine resolutions and resources and communicate to client and all stakeholders
• Incumbent must possess aptitude to exercise prudence and provide clarifications related to client-specific conditions which could influence objective
•  Ability to travel up to 40% of the time Ability to exercise discretion and independent judgment when making decisions that have operational and/or monetary impact on  Velera and client
• Ability to manage multiple projects, work in fast-paced environment, and meet deadlines
• Ability to communicate effectively with client operational staff and executives as well as internal support teams and leaders
• Ability to establish, influence, maintain, and own strong Client relationships
• Must interact positively and professionally at all levels of management and staff within Velera, clients, and vendors
• Ability to perform in-depth analysis on a concept, inquiry or project and provide expert consultation and feedback
• Demonstrate excellent analytical and quantitative skills
• Knowledge of origination solutions, payments, ecommerce, credit and debit cards, and related operations

 

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

$75,800.00

to

$96,700.00

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 recruiters@pscu.com for assistance.