Service Executive I

velera; United States; On-site; USD 70,000 - 95,000; Full time

Job summary

Velera is seeking a Service Executive I to manage the end-to-end servicing relationship for assigned financial institution clients across all lines of business. You will collaborate with the Client Growth Executive and enterprise business units to align strategic plans and operational initiatives, while advocating for clients to maximize adoption of Velera products and revenue growth.

You will serve as a consultative partner to senior leadership, address client escalations, and deliver detailed

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• At least 3 years of client relationship or client servicing experience in financial services.
• Experience driving strategic initiatives and customer success.
• Project management experience preferred.

Responsibilities

• Own the overall servicing relationship for assigned clients.
• Collaborate with the Client Growth Executive and enterprise business units to align strategic plans and initiatives.
• Advocate for clients to improve service, adoption of Velera products, and revenue.
• Manage client escalations and resolutions; provide consultation to senior leadership.
• Mentor and coach team members on client servicing and delivery.
• Develop action plans for complex client initiatives and ensure regulatory compliance.

Skills

Client relationship management

Strategic initiatives

Customer success

Project management

Financial services knowledge

Education

Bachelor's degree or equivalent in related field

Job description

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 Service Executive I is responsible for the overall servicing relationship of assigned clients across all lines of business. This role will work closely with internal and external leadership to develop and complete strategic plans as well as operational initiatives and programs.

This position will coordinate all aspects of servicing for the client while partnering closely with the assigned Client Growth Executive and enterprise business units to ensure alignment. This role will advocate for assigned clients to improve consultative member service, promote use of Velera products and services, and oversee initiatives and service requests while achieving increased dedication, endorsement, and revenue. Provide knowledge and support of client escalations and resolutions. The Service Executive I will also serve as a consultant to senior leadership teams across the enterprise and our strategic and vendor partners to build detailed resolution action plans and address production related issues/critical concerns.

Day in the Life

Demonstrate leadership behavior and results that facilitate stakeholder collaboration, issue analysis, root cause identification resulting in actions to resolve associated impact to accomplish results to meet Client and Velera standards.

Strengthen strategic client relationships by identifying and managing client program needs, providing expert servicing oversight, and ensuring day-to-day servicing requests and needs are met.

Manage a mix of clients with more complex and sophisticated programs.

Mentor and coach the development of others. Seeks mentoring from others for personal development.

Accountable for resolution management and successful delivery of initiatives ranging from the basic to the complex along with day-to-day servicing and operational issues.

Participate in multifaceted client initiative projects such as: FI Mergers, new product pilots, promotions and campaigns, etc.

Partner with assigned Client Growth Executive to consult with clients on their strategic planning, program management, solution delivery, new product delivery, and issue resolution while ensuring regulatory compliance.

Develop rapport with business partners across the organization and demonstrate ability to work through other areas to accomplish results to meet Client and Velera standards.

Serve as central point of contact between various partners by providing ongoing communication between all parties to ensure timely implementation of client initiatives.

Accountable for client rapport, loyalty and satisfaction at the operational level.

Demonstrate a solid foundation of client, product, and industry knowledge.

Capable of developing and delivering agendas and presentations designed to enhance client partnership and relationships with Velera.

Serve as the client's main operational point of contact and expert into Velera's delivery and production teams.

Demonstrate the leadership skills and abilities necessary to effectively manage complex client interactions to positive outcomes for both the client and Velera.

Ensure resolution management of implementation, operational, system and application issues.

Develop and deliver updates to Velera senior leadership and client senior executives.

Consult with Client Growth Executives and other internal departments on solution development.

Develop deep knowledge of each assigned client's product and service portfolio and provide consultation, mentorship, and cautions on, initiatives, and change requests.

Communicate regularly with client to evaluate service satisfaction and to interface on day-to-day service delivery questions.

Provide status reporting to client. Professionally leads and directs client progress and status of open items.

Produce status reports, client presentations, business reviews and operational/service reporting.

Perform other duties as assigned.

Qualifications

Bachelor's Degree in related field or combination of education and relevant experience preferred.

Three (3) years of experience in client relationship or client servicing experience within the financial service industry required.

Experience in driving strategic initiatives, client outcomes, and customer success required.

Project Management experience preferred.

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 t