Manager, Member Services

Velera; United States; Remote; USD 106,000 - 135,000; Full time

Benefits offered by this job

Medical with telemedicine

Dental and Vision

401k with employer match

Paid Time Off (PTO)

Maternity, Parental, Family Care

Paid Holidays

EAP (Mental Health)

Job summary

Velera seeks a Manager, Member Services to lead the Contact Center Services & Solutions team and partner with executives at client credit unions. You will own the relationship, drive service strategy, and ensure high satisfaction while growing loyalty and revenue.

In this remote-first role, you will guide cross-functional teams, develop programs, and oversee day-to-day production support, projects, and regulatory compliance.

Qualifications

• 8 years professional experience leading multi-site client services centers and driving successful development/execution of service & delivery strategies.
• 8 years banking or credit union industry experience required.
• 8 years Call Center industry experience required.

Responsibilities

• Oversee the Contact Center Services & Solutions relationship and operational management for assigned credit unions.
• Design, maintain and lead Client Relationship Management and Contract Renewal strategies.
• Communicate with client executives and call center leaders and internal teams to ensure objectives are met.
• Forecast resources and manage escalated issues to prevent errors and financial loss.

Skills

Multi-site leadership

Service & delivery strategy

Client relationship management

Call center management

Education

Bachelor’s Degree

Master’s degree preferred

Job description

The Opportunity

Join the People Helping People Velera is the nation's premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service. 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.

About Velera

At Velera, inclusion isn’t an initiative – it’s how we work. Guided by a people-helping-people philosophy, we cultivate a culture where every employee feels valued, respected and empowered to do their best work. We’re committed to building a diverse workforce and fostering meaningful connection across our teams. Through a remote-first, flexible environment, we prioritize psychological safety, wellbeing and belonging so individuals and teams can collaborate to thrive. Together, we’re shaping a new era of secure, innovative solutions for the clients and communities we serve.

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.

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.

Velera is an E-Verify Employer.

For information regarding your Right To Work

This role is currently not eligible for sponsorship.

United by Purpose

Our employees are united by a people-helping-people purpose that guides how we show up every day. A culture rooted in taking ownership and doing what’s right has fostered long-term dedication and earned Velera recognition for both our inclusive culture and commitment to excellence.

Your Story Shapes Our Culture

We cultivate inclusion, celebrate employees who live our values and create meaningful opportunities for engagement that build strong relationships and a true sense of belonging across our teams.

Remote by Design

Our remote-first culture is built for collaboration, flexibility and connection - bringing people together in person when it matters. Flexible time off and healthy working norms support wellbeing and psychological safety, while integrity-driven leadership empowers you to do your best work.

Strength in Stability

With more than 40 years of fintech innovation, Velera offers the stability of a trusted legacy with the momentum of forward-thinking solutions. We enable thousands of financial institutions and the communities they serve through secure, leading-edge technology and partnership.