[Hiring] Manager, Member Services @Velera

Role Description

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.

• Own and foster in-depth and productive client relationships.
• Improve consultative member service, promote use of Velera products and services, and achieve increased loyalty, endorsement, revenue growth, and market share.
• Manage and develop staff responsible for the ownership of the contact center relationship and operational activities for their assigned credit unions.
• Direct efforts of cross-functional work-teams and related resources to support overall business objectives.
• Develop business plans in support of division, business unit, and company goals.
• Design and implement new policies and procedures to ensure high quality, timely outcomes, and problem resolution.
• Deliver service through building relationships with client executives and key call center leaders.
• Ensure staff owns, develops, and manages new and existing programs/products.
• Enhance the solution, execute sales strategies, and deliver comprehensive level Contact Center Services & Solutions consulting and strategic planning with their assigned CUs.
• Assist with addressing any major contact center relationship and operational issues or concerns.
• Accountable for ensuring Velera is delivering quality contact center relationship and operational management.

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.

Requirements

• Manage the Contact Center Services & Solutions relationship and operational management staff.
• Oversee the development and maintenance of strong account relationships to achieve high client satisfaction ratings.
• 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.
• Communicate effectively with client operational executives and call center leaders.
• Monitor progress of all escalated issues and assist in resolution of complex and sensitive issues.
• Exercise discretion and independent judgment to prevent errors and financial loss.
• Forecast, obtain and/or develop sufficient skilled resources to meet the requirements of the area.
• Promote operational efficiencies and provide input for process improvements.
• Support various departments within Velera in a consultative role.
• Maintain interaction and positive relationships with all Velera departments and vendors.
• Maintain a thorough understanding of all Velera products, solutions, and systems.
• Identify and deliver sales opportunities and execution of new products and services.
• Lead and/or participate in assigned projects including cross-functional teams.
• Maintain current working knowledge of all Velera offered products and service applications.
• Maintain an understanding of payments regulations, e.g. Dodd-Frank.
• 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