[Hiring] Service Executive IV @Velera

Role Description

The Service Executive IV 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.

• Advocate for assigned clients to improve consultative member service.
• Promote use of Velera products and services.
• Oversee initiatives and service requests while achieving increased dedication, endorsement, and revenue.
• Provide knowledge and support of client escalations and resolutions.
• Serve as a consultant to senior leadership teams across the enterprise and our strategic and vendor partners.
• Build detailed resolution action plans and address production-related issues/critical concerns.

Qualifications

• Bachelor’s Degree in related field or combination of education and relevant experience required.
• Seven (7) 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.

Requirements

• Demonstrating leadership behavior and results that facilitate stakeholder collaboration.
• Strengthen strategic client relationships by identifying and managing client program needs.
• Manage a mix of clients with more complex and sophisticated programs.
• Mentor and coach the development of others.
• Accountable for resolution management and successful delivery of initiatives.
• Participate in multifaceted client initiative projects such as FI Mergers, new product pilots, promotions, and campaigns.
• Partner with assigned Client Growth Executive to consult with clients on their strategic planning.
• Develop rapport with business partners across the organization.
• Serve as central point of contact between various partners.
• 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.
• 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.
• Communicate regularly with client to evaluate service satisfaction.
• Provide status reporting to client and lead client progress.
• Produce status reports, client presentations, business reviews, and operational/service reporting.
• Perform other duties as assigned.

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