Member Services Executive I

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and enhance client relationships while addressing operational inquiries and challenges.

• Act as the main contact for Contact Center Services & Solutions offerings and client credit unions.

• Provide support to high-tier clients and proactively share updates and solutions.

• Meet with clients at Velera campuses, their corporate offices, and virtually as needed.

• Prepare materials for client meetings and conduct process audits.

• Keep CRM records up to date and possess extensive knowledge of client operational applications and systems.

• Identify strategic operational opportunities to optimize payment portfolio performance.

• Manage operational account relationships and serve as the primary consultant for initiatives and issue resolutions.

• Create and execute action plans for issue resolution and process improvement.

• Interpret policies, operational practices, compliance mandates, SLAs, and KPIs.

• Resolve intricate operational and product-related issues using discretion and independent judgment.

• Research and analyze complex product/service requests that involve significant monetary risks.

• Offer guidance on solution campaigns, product migrations, modifications to card portfolios, both new and existing products, services, mergers, and account compromise events.

• Manage client expectations concerning system capabilities, compliance, timelines, and operational changes.

• Identify and implement innovative approaches for strategic initiatives.

• Spot sales opportunities and collaborate with Client Growth Executives on products, services, upsell, and cross-sell initiatives.

• Escalate issues to Velera and vendor partners as necessary.

• Support client CEOs and operational contacts as required.

• Create business review presentations and facilitate client account plan review meetings.

• Perform additional duties as assigned.

⛳️ Requirements

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

• A minimum of five (5) years of experience in client relationships within the financial services or contact center industry is required.

• At least two (2) years of experience in Client Service Delivery at Velera or a similar role in the industry managing accounts or clients is required.

• Outstanding written and verbal communication skills for customer interactions.

• Expertise in critical thinking, program analysis, and successful implementation.

• Comprehensive knowledge of operational applications and systems.

• Solid understanding of complex regulations and compliance standards.

• Extensive knowledge of contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

• Up-to-date knowledge of trends, innovations, and competitors in the payment industry, including card services and digital support.

• Availability during after-hours, weekends, and holidays to meet client needs.

• This position is currently not eligible for sponsorship.

🏝️ Benefits

• Competitive wages.

• Medical coverage with telemedicine options.

• Dental and Vision insurance.

• Basic and Optional Life Insurance.

• Paid Time Off (PTO).

• Maternity, Parental, and Family Care leave.

• Community Volunteer Time Off.

• 12 Paid Holidays.

• Company Paid Disability Insurance.

• 401k plan with employer matching.

• Health Savings Accounts (HSA) with company contributions.

• Flexible Spending Accounts (FSA).

• Supplemental Insurance options.

• Mental Health and Well-being support through the Employee Assistance Program (EAP).

• Tuition Reimbursement opportunities.

• Wellness program initiatives.

• Remote-first, flexible work environment.