Service Executive II - Remote

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.

• Demonstrating leadership behavior and results that facilitate stakeholder collaboration, issue analysis, root cause identification resulting in actions to resolve associated impact to accomplish results to meet Client and Velera standards.
• Strengthen strategic client relationships by identifying and managing client program needs, providing expert servicing oversight, and ensuring day-to-day servicing requests and needs are met.
• Manages a mix of clients with more complex and sophisticated programs
• Mentors and coaches the development of others. Seeks mentoring from others for personal development
• Accountable for resolution management and successful delivery of initiatives ranging from the basic to the complex along with day-to-day servicing and operational issues
• Participate in multifaceted client initiative projects such as: FI Mergers, new product pilots, promotions and campaigns, etc.
• Partner with assigned Client Growth Executive to consult with clients on their strategic planning, program management, solution delivery, new product delivery, and issue resolution while ensuring regulatory compliance.
• Develops rapport with business partners across the organization and demonstrates ability to work through other areas to accomplish results to meet Client and Velera standards
• Serve as central point of contact between various partners by providing ongoing communication between all parties to ensure timely implementation of client initiatives.
• Accountable for client rapport, loyalty and satisfaction at the operational level.  Demonstrates a solid foundation of client, product, and industry knowledge. Capable of developing and delivering agendas and presentations designed to enhance client partnership and relationships with Velera.
• Serves as the client's main operational point of contact and expert into Velera’s delivery and production teams. Demonstrates the leadership skills and abilities necessary to effectively manage complex client interactions to positive outcomes for both the client and Velera
• Ensure resolution management of implementation, operational, system and application issues.
• Develop and deliver updates to Velera senior leadership and client senior executives.
• Consult with Client Growth Executives and other internal departments on solution development.
• Develop deep knowledge of each assigned client's product and service portfolio and provide consultation, mentorship, and cautions on, initiatives, and change requests.
• Communicates regularly with client to evaluate service satisfaction and to interface on day-to-day service delivery questions. Provides status reporting to client. Professionally leads and directs client progress and status of open items.
• Produce status reports, client presentations, business reviews and operational/service reporting.
• Perform other duties as assigned.

• 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.

• N/A

• None

Position Specifications

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

Five (5) years’ of experience in client relationship or client servicing experience within the financial service industry required.  Experience in driving strategic initiatives, client outcomes, and customer success required. 

Project Management experience preferred.

• Demonstrate behaviors based on Velera values
• Ability to communicate effectively with all levels of internal and external staff in both verbal and written formats.
• Very good interpersonal and human relationships. Ability to maintain grace under pressure and bring order out of challenging, high-pressure periods of time
• Ability to give presentations using various audiovisual support aids
• Ability to manage multiple initiatives, work in fast-paced environment, and meet deadlines
• Ability to work with minimal guidance, exercise discretion and good judgment in making decisions, and act independently to solve problems
• Ability to travel up to 25% - 40%
• Ability to maintain confidentiality of materials handled
• Knowledge of all Velera offered products and service applications
• Working knowledge of payment industry regulations
• Ability to mentor multiple levels of Velera staff
• Goal oriented with a strong ownership mentality
• Must have strong analytical skills, excellent communication skills, ability to train, and provide information to multiple levels of Velera staff, including managers, presidents, and executives

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 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.