Service Executive II- Contact Center

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 Member Services Service Executive II responsible for building and improving relationships with clients to ensure operational issues and questions are resolved in a timely manner. The Service Executive is responsible for managing and delivering timely responses and resolutions, which are essential to growing and enhancing relationships with our clients.  The Service Executive is the primary point of contact for the Contact Center Services & Solutions product and LOB credit unions and clients, managing all programs and products specific to contact center.  The Service Executive must exceed all client expectations and must be intimate with respect to their unique set up, business goals, and strategy. The behavior and results of the Service Executive are vital. This includes leveraging a consultative approach to direct operational activities to ensure each client’s overall business objectives are achieved. This role requires expert knowledge, critical thinking and the ability to complete program analysis and successful implementations by collaborating with organizational support across Velera and external service partners. The Service Executive is an integral component of the sales cycle. As such, the Service Executive must collaborate with the Account Executive to ensure that contract renewals and upsell/cross-sell opportunities are optimally addressed. The Service Executive will achieve these goals by proactively recognizing client needs and concerns. The Service Executive is responsible for delivering exceptional service and cultivating relationships with key client personnel and executives. The Service Executive will achieve these goals by developing and executing service account plans, managing operational requests and projects to ensure timeliness, accuracy and quality. The Service Executive must help portray Velera as being easy to do business with as well as exceed their clients’ perception of VELERA value. The Service Executive must possess exceptional written and verbal customer contact skills and have the ability to manage a book of business comprised of diverse, sophisticated, complex clients. The Service Executive is responsible to make sound business decisions that may be outside of established parameters. The Service Executive must work under minimal supervision to drive an optimal client experience

• Responsible for supporting high-tier clients or other clients based on business need.

• Proactively communicate the status and/or resolution to the client in written, verbal and/or visual form.

• The Service Executive will be required to meet with clients at VELERA campuses, client corporate offices and/or virtual meetings as necessary to build strong client relationships.

• The Service Executive will be responsible for the unilateral creation of material necessary to support client meetings. 

• Complete reactive or proactive process audits to identify and recommend Client Experience 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.

• Continued training on new products and services.

• Serve as lead and mentor for other team members.

• Required in-depth knowledge and the 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 of payment portfolios 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.

• Deliver consultative guidance and operational direction on all various initiatives such as solution campaigns, product migration projects, global card portfolio modifications and communications on new and existing products, services, mergers, and account compromise events.

• 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.

• Identify sales opportunities and partner with the Client Growth  Executive in the execution of new products and services. Assist in securing up-sell/cross-sell opportunities.

• Function as client’s primary point of contact for issue escalation with Velera  and with all vendor partners.

• Partner with Client Growth Executive in cultivating and preserving a positive account relationship.

• 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.

• In conjunction with assigned Client Growth  Executive, serve as liaison for product implementations, program start-ups, and other matters of significance as necessary; maintain a close working relationship with internal departments to ensure smooth and open communications.

• Support and interact with client CEO and Operational contacts.

• 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. Perform other duties as assigned.

Qualifications

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

• Seven (7) years in a client relationship experience within the financial service or contact center industry 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.

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@velera.com for assistance.