The Opportunity:

The Manager, Member Services will lead a staff of the Contact Center Services & Solutions Account Executives and Service Executives. This position creates, manages, and motivates a team that owns the contact center relationship and servicing of same, proactively consults and represents Velera for the Contact Center Services & Solutions, Lending and CU Student Choice products and solutions with Executives at assigned credit unions, responsible for managing and retaining. Incumbent will own and foster in-depth and productive client relationships, with the goal to improve consultative member service, promote use of Velera products and services, and achieve increased loyalty, endorsement, revenue growth, and market share. Incumbent will manage and develop staff responsible for the ownership of the contact center relationship and operational activities for their assigned credit unions. 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 client executives and key call center leaders. Incumbent will ensure staff owns, develops and manages new and existing programs/products, enhancing the solution, executes sales strategies, and delivers comprehensive level Contact Center Services & Solutions consulting and strategic planning with their assigned CUs. Incumbent will assist with addressing any major contact center relationship and operational issues or concerns and is accountable for ensuring Velera is delivering quality contact center relationship and operational management.

Day in the Life:

• Manage the Contact Center Services & Solutions relationship and operational management staff responsible for the ownership of all facets of the contact center client relationship and operational services, 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.
• Design, maintain and lead Client Relationship Management and Contract Renewal strategies supporting direct team of Service & Account Executives with assigned financial institutions.
• Ability to communicate effectively with client operational executives and call center leaders as well as internal support teams, leaders, and executives.
• Manage and maintain strong relationships with our clients, vendors and all departments within the Velera organization.
• Consult with executive and senior client management, including CEO's, to ensure client's objectives are being met.
• Monitor progress of all escalated issues and assist in resolution of complex and sensitive issues.
• Exercise discretion and independent judgment. Make necessary and timely decisions to prevent errors and financial loss.
• Forecast, obtain and/or develop sufficient skilled resources to meet the requirements of the area and its delivery of quality client relationship and operational needs management. 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 will include assisting with the sales 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 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 and deliver sales opportunities and 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.

Qualifications:

• Bachelor's Degree in related field or equivalent combination of education and experience required.
• Master's degree preferred.
• 8 years professional experience leading multi-site client services centers and driving successful development/execution of service & delivery strategies required.
• 8 years banking or credit union industry experience required. 8 years Call Center industry experience required.

Pay Equity
$105,600.00 - $134,600.00
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