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.

• Manage the day-to-day operations of the Lending Operations Center, including all KPIs, development of staff, and employee engagement.

• Analyze operations and make recommendations to increase effectiveness, productivity, and quality of service on an ongoing basis.

• Provide a high standard of customer service for internal and external customers. Develop and maintain good working relationships with clients as well as internal and external customers of the business.

• Work with Training to provide timely, high-quality training through a variety of channels to new and existing employees and recommend, plan, and administer motivational programs for staff.

• Handle complex service issues with members, financial institutions, external clients and regions; respond to written and verbal customer complaints as needed. Visit clients to determine servicing requirements, establish procedures, work through difficult issues and nurture relationships as required by the business.

• Provide and maintain contingency “back-up” with specific and special emphasis on business resumption as part of Velera’s Business Continuity Plan (BCP). Ensure all employee records are current for BCP.

• Review and analyze all statistical reports, and dashboards and create strategies based on the data to improve Lending Operations Center performance.

• Strategically align with Workforce Management to achieve service-level goals, staffing requirements, and cross-training needs.

• Work with Technology to ensure the integrity of all systems the Lending Operations Center utilizes.

• Work with the Strategic Initiatives team to recommend improvements to the functionality of lending applications that will enhance the customer experience and provide efficiencies to the Lending Operations staff.

• Recommend and implement techniques encouraging inter-departmental and intra-departmental teamwork. Conduct routine department meetings to ensure that staff is informed of department and company issues, and to maintain positive department morale.

• Participate in the budget planning process and meet budgetary requirements throughout the fiscal year.

• Actively supports Velera strategic future, business plan, culture, and leadership practices.

• Manage and/or oversee any special projects as assigned by management.

• Serve as backup to Contact Center VP Disputes & Lending Operations in his/her absence.

• Perform other duties as assigned.

• Provide direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures

• Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff

• Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement

• Direct staff, to ensure that all duties are performed according to department performance standards

• Bachelor's Degree in related field preferably in Business or equivalent combination of education and experience required or equivalent contact center management years of experience. 

• Minimum five (5) years management experience with three (3) years of management experience in a call center required.

• Minimum of five (5) years experience in lending underwriting direct and indirect consumer loans and financial services industry required.  

• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear

• Specific vision abilities required by this job include close vision

• Ability to occasionally lift/move up to 25 pounds

• Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.

  

About Velera

At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners.   Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

Pay Equity

$82,700.00 - $105,400.00

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life 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

Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

Velera is an E-Verify Employer. Review the E-Verify Poster here.  For information regarding your Right To Work, please click here.

This role is currently not eligible for sponsorship.

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at [email protected] for assistance.