[Hiring] Service Executive III @Velera

Role Description

The Service Executive III 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.

• 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, and oversee initiatives and service requests.
• 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 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, and root cause identification.
• 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; seek mentoring from others for personal development.
• Accountable for resolution management and successful delivery of initiatives ranging from basic to 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.
• Partner with assigned Client Growth Executive to consult with clients on 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.
• Serve as the central point of contact between various partners by providing ongoing communication 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.
• 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 clients to evaluate service satisfaction and to interface on day-to-day service delivery questions.
• Provide status reporting to clients.
• Professionally lead and direct 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 required.
• Five (5) 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.

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.