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.

Basic Function

This position leads a staff of Client Service Delivery team members across all lines of business, platforms, products and solutions including, but not limited to: Credit, Debit, Contact Center Services & Solutions or eCommerce, & Shared Branching. Incumbent will provide daily operational support, management, leadership and coaching to the Client Service Delivery Team. Incumbent will direct efforts of cross functional work-teams and related resources to support overall business objectives. Incumbent will develop business plans in support of division, business unit, and company goals, and design and implement new policies and procedures to ensure high quality, timely outcomes, and problem resolution. Incumbent plays an integral role in delivering service through building relationships with key CU managers and executives, ensuring staff develops and is executing CU service account plans, oversee and monitor service requests, and open projects to ensure timeliness, accuracy , and quality.

Incumbent will also ensure employees assume a leadership role in providing operational expertise, consultative services, and strategic planning with their assigned CUs. Incumbent will assist with addressing any major operational issues or concerns and is accountable for ensuring Velera is providing the operational support that is expected for our member credit unions.

Essential Functions & Responsibilities

• Maintain extensive knowledge of applicable Velera products and services, platform and lines of business. applications and systems
• Provide leadership to Client Service Delivery Team. Responsible for team management, employee development, performance management, ensuring work is completed within service levels and client protocol consistently followed within the team. Track and monitor client satisfaction, communication, training, and leadership. Create and maintain a consultative environment as it relates to our clients and internal staff.
• Operational relationship management staff responsible for all facets of operational support, including requests and issues relating to day-to-day production support, projects, solutions, system enhancements and industry regulations. - Oversee the development and maintenance of strong account relationships to achieve high client satisfaction ratings as reflected in member-owner and performance evaluation surveys. Act as management point of contact for credit unions for operational support and escalated issue resolution. - Ability to communicate effectively with credit union operational staff and executives as well as internal support teams, leaders, and executives. - Manage and maintain strong relationships with our member owners, vendors and all departments within the Velera organization. - Consult with senior client management, including CEO's, to ensure client's objectives and service needs are being met. - Monitor progress of all inquiries impacting the member owner credit unions and assist in resolution of complex and sensitive issues. - Exercise discretion and independent judgment. Make necessary and timely decisions to prevent operational errors and financial loss. - Forecast, obtain and/or develop sufficient skilled resources to meet the requirements of the area and its support of all client issues. Ensure appropriate statistical records are maintained and reported for productivity and quality. - Promote operational efficiencies. Identify, evaluate and promote enhancements to increase efficiencies and provide service at scale. Assist in department's strategic planning and provide input, recommendations and direction for process improvements.
• Support various departments within Velera in consultative role. This may include assisting with the pre-sale process that includes participation in on-site meetings and conference calls with prospective and current clients.
• Maintain interaction and positive relationships with all Velera departments and vendors; including, but not limited to MasterCard, Visa, various software vendors, networks, and other processors.
• Maintain a thorough understanding of all Velera products, solutions, and systems, including but not limited to set-up, implementation, testing, pricing, billing, and reporting.
• Identify sales opportunities and partner with the Account Executive in the execution of new products and services.
• Lead and/or participate in assigned projects including cross-functional teams in support of Velera, business unit, and/or department goals and objectives.
• Maintain current working knowledge of all Velera offered products and service applications including its key functions and associated reports.
• Maintain an understanding of payments regulations, e.g. Dodd-Frank, and how each relates to their assigned credit unions.
• Perform other duties as assigned.

Physical Demands

• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear
• Specific vision abilities required by this job include close vision
• Ability to occasionally lift/move up to 25 pounds
• Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.

Other Physical Demands

• None

Supervisory Responsibility

• Establish and monitor goals for the department and team members. Provide employee performance planning and evaluations. Set performance expectations, goals, development objectives and training plans as appropriate. Monitor, evaluate, and hold employees accountable for requisite performance.
• Provide direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures
• Identify and hire high performers and retain exceptional talent aligned to emerging business needs, ensures diverse and effective succession plans for all roles; encourages mobility and helps team members find stretch opportunities to expand their experience and skills
• Direct staff, to ensure that all duties are performed according to department performance standards, develop, and maintain department standard operating procedures
• Demonstrate strong leadership ability to guide or direct others through actions and influence while making good business decisions that balance the needs of our clients. Manage Client requests (tickets), monitor volume of service tickets by client, type, and department. Review for accuracy and completeness. Establish, monitor, and report on service levels to support and increase client satisfaction. Lead with effective communication with team members.
• Implement strategies to monitor and address client feedback via organizational surveys, transactional surveys, and direct interactions.

Position Specifications

• Bachelor's Degree in related field; preferably in Business Administration or equivalent combination of education and experience required.

Experience

• Eight (8) years related experience within the financial service industry with payment card products, support services and client relations required.
• Three (3) years management and or leadership experience in financial services industry required. Thorough knowledge of operational processing required.
• An understanding of project management best practices and six sigma methodologies preferred.

Knowledge, Skills, & Abilities

• Demonstrate behaviors based on Velera values: Excellence, Innovation, Leadership, Passion, Trust and Diversity, Equity, & Inclusion
• Ability to be flexible and work under high pressure in a complex environment
• Ability to build and maintain strong relationships and communicate effectively at all levels of the client organization. This would include communications in each verbal, written and face to face environment
• Must interact positively and professionally at all levels of management and staff within Velera, clients, and vendors
• Ability to work a flexible schedule to meet needs of the business; including being available after hours for client emergencies and unique situations
• Ability to perform in-depth analysis on an inquiry, concept or project and provide appropriate consultation and feedback
• Ability to communicate effectively in both verbal and written formats and give presentations utilizing various audiovisual support aids
• Ability to manage multiple projects/tasks in fast-paced environment and meet deadlines
• Demonstrated excellent analytical and quantitative skills
• Proven facilitation, organizational, prioritization, decision-making, and conflict resolution skills
• Ability to interact effectively and positively with all levels of management, staff, member clients and vendors
• Proficiency in word processing and spreadsheet, and project/task management computer software applications
• Minimal travel may be required
• Ability to maintain confidentiality of materials handled
• Demonstrate strong leadership and problem-solving skills with ability to negotiate and influence others across all organizational levels; ability to influence senior level executives to make appropriate business decisions
• Create an environment where everyone will hold themselves and each other to the highest standards, ensure communication between the Client Service Executives and other Velera Departments concerning client status, escalations, client staff and management changes.

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
$93,400.00
to
$119,100.00
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.