Contact Center Contracts and Billing Manager - 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.

This position is responsible for the consistent management of contracts, pricing, proposals, and billing procedures for the Contact Center Services & Solutions business unit. Incumbent will act as one of the primary contacts from the business unit for new business proposals, renewals, and annual price changes. Incumbent will assist with Contact Center billing tasks; ensure they are completed monthly and reconcile billing to activity performed. This position is responsible for helping to identify and remediate any billing issues, documentation of billing procedures and creating new billing elements as needed. This position will help support CCS&S pricing strategies and requires close collaboration with various departments including CCS&S Leadership, Account Management, Sales, Proposal Support, Billing, Finance, Implementations, Solutions Consulting, Advisors Plus, Service Delivery, Legal, ITS, Compliance, Risk, and Credit Union leadership.

• Serve as a primary business unit contact for contract and pricing negotiations, RFP and billing related inquiries. Develop and maintain documentation on service expiration dates, renewal dates, penalties, incentives, locations serviced, service level requirements and other terms as necessary. Work with key stakeholders to ensure contact close-out, extensions, and renewals.
• Engage relevant stakeholders in negotiating decisions involving legal or regulatory requirements, contract standards, compliance, and cost targets. On all standard and nonstandard contracts, provide redlined recommendations and potentially negotiate directly with financial institutions. Draft contractual provisions based on strategy discussions, leadership input, and organizational expectations.
• Serve as back up for month-end billing processes for all CCS&S manually billed elements including billing adjustments. Monitor client level contractual obligations and coordinate with Service Delivery around compliance for invoicing. Process monthly billing adjustments at the request of Account Management, Service Delivery, & CCS&S Leadership for all contact center related inquiries. Tracking and submitting penalty reimbursements around contractual SLAs for Member Service Fis. 
• Assist with the reconciliation of monthly billing to ensure billing processes are working as intended. Identify situations which result in missed revenue and create processes to capture missed revenue opportunities.
• Provide regular analysis to CCS&S leadership related to contracts, pricing, contractual penalty conformance, billing, member experience, or other key statistics related to CCS&S performance.
• Provide leadership and direction to multi-functional teams within VELERA to drive the execution of key initiatives related to billing, contracts, proposals, or RFP’s.
• Monitor competitive terms, member experience with terms and conditions and contracting practices to recommend changes.
• Designing and documenting process flows for CCS&S contract management responsibilities.
• Serve as back up for billing automation efforts for current and future CCS&S products.
• Perform other duties as assigned.​

Position Specifications

• Two (2) years of experience in a contact management role and an understanding of contact center business operations required, preferably in the financial services industry.
• Two (2) years of experience in applying organizational standards when developing requests for proposals, negotiating terms, and drafting contracts preferred.
• Two (2) years of experience in SalesForce analysis & entry strongly preferred.
• One(1) years of experience with InVue or another applicable billing system to run reporting and data analysis preferred.
• Budgeting, forecasting and advanced MS Excel skills preferred.
• Previous experience managing large-scale projects across a cross-functional team preferred. 

• Demonstrate behaviors based on VELERA values: Service Excellence, DEI, Trust, Leadership, Innovation, and Passion.
• Ability to communicate effectively in both verbal and written formats and give presentations utilizing various audiovisual support aids.
• Understand complex business processes and identify root cause for problems.
• Demonstrated excellent analytical and quantitative skills.
• Ability to balance multiple assignments, work in fast-paced environment, and consistently meet tight deadlines with strong project management, time management and organizational skills. Ability to be flexible and respond to quickly changing priorities on short notice.
• Ability to exercise discretion, independent judgment, and negotiation skills in making decisions, and interact effectively and positively with all levels of personnel, credit unions and vendors.
• Excellent negotiating and persuasive skills, both in one-on-one and group situations.
• Ability to maintain confidentiality of materials handled.
• Word, Excel, PowerPoint, and other MS software applications
• Strong understanding of contact centers, vendor management, contracts, service level agreements, and billing processes.

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.

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.