[Hiring] Member Services Service Executive I @Velera

Role Description

The Member Services Service Executive I is responsible for building and improving relationships with clients to ensure operational issues and questions are resolved in a timely manner. The Service Executive is responsible for managing and delivering timely responses and resolutions, which are essential to growing and enhancing relationships with our clients. The Service Executive is the point of contact for the Contact Center Services & Solutions product and LOB credit unions and clients, managing all programs and products specific to the contact center. The Service Executive must exceed all client expectations and must be intimate with respect to their unique set up, business goals, and strategy.

• Leverage a consultative approach to direct operational activities to ensure each client’s overall business objectives are achieved.
• Collaborate with the Account Executive to ensure contract renewals and upsell/cross-sell opportunities are optimally addressed.
• Deliver exceptional service and cultivate relationships with key client personnel and executives.
• Develop and execute service account plans, managing operational requests and projects to ensure timeliness, accuracy, and quality.
• Portray Velera as being easy to do business with and exceed clients’ perception of VELERA value.
• Make sound business decisions that may be outside of established parameters.
• Work under minimal supervision to drive an optimal client experience.

Qualifications

• Bachelor’s Degree in related field or combination of education and relevant experience required.
• Five (5) years in a client relationship experience within the financial service or contact center industry required.
• Two (2) years of experience within Client Service Delivery at Velera or similar role within the industry servicing accounts or clients is required.

Requirements

• Responsible for supporting high-tier clients or other clients based on business need.
• Proactively communicate the status and/or resolution to the client in written, verbal and/or visual form.
• Meet with clients at Velera campuses, client corporate offices and/or virtual meetings as necessary.
• Unilateral creation of material necessary to support client meetings.
• Complete process audits to identify and recommend improvement opportunities.
• Maintain CRM records for all assigned clients to include meeting activity and relationship details.
• Maintain extensive knowledge of operational applications and systems used by their assigned client.
• Continued training on new products and services.
• Identify strategic operational opportunities that ensure client business objectives are met.
• Establish and solidify strong operational account relationships resulting in excellent client satisfaction scores.
• Maintain a thorough understanding of complex regulations and compliance requirements.
• Function as the client’s operational relationship consultant and act as their advocate.
• Deliver consultative guidance and operational direction on various initiatives.
• Identify sales opportunities and partner with the Client Growth Executive in the execution of new products and services.
• Interact positively and professionally in all interactions with Velera staff, clients, and business constituents.
• Maintain current knowledge of payment industry trends and innovation.
• Support and interact with client CEO and Operational contacts.
• Prepare and deliver consistent business review presentations.
• 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