Manager, Member Services

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 Contact Center Services & Solutions relationship and operational management staff responsible for the ownership of all facets of the contact center client relationship and operational services, including requests and issues relating to day to day production support, projects, solutions, system enhancements and industry regulations.

• Oversee the development and maintenance of strong account relationships to achieve high client satisfaction ratings as reflected in member-owner and performance evaluation surveys. 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 supporting direct team of Service & Account Executives with assigned financial institutions.

• Ability to communicate effectively with client operational executives and call center leaders as well as internal support teams, leaders, and executives.

• Manage and maintain strong relationships with our clients, vendors and all departments within the Velera organization.

• Consult with executive and senior client management, including CEO’s, to ensure client’s objectives are being met.

• Monitor progress of all escalated issues and assist in resolution of complex and sensitive issues.

• Exercise discretion and independent judgment. Make necessary and timely decisions to prevent errors and financial loss.

• Forecast, obtain and/or develop sufficient skilled resources to meet the requirements of the area and its delivery of quality client relationship and operational needs management. Ensure appropriate statistical records are maintained and reported for productivity and quality.

• Promote operational efficiencies. Identify, evaluate and promote enhancements to increase efficiencies and provide service at scale. Assist in department’s strategic planning and provide input, recommendations and direction for process improvements.

• Support various departments within VELERA in consultative role. This will include assisting with the sales process that includes participation in on-site meetings and conference calls with prospective and current clients.

• Maintain interaction and positive relationships with all VELERA departments and vendors; including MasterCard, Visa, various software vendors, networks, and other processors.

• Maintain a thorough understanding of all VELERA products, solutions, and systems, including but not limited to set-up, implementation, testing, pricing, billing, and reporting.

• Identify and deliver sales opportunities and execution of new products and services.

• Lead and/or participate in assigned projects including cross-functional teams in support of VELERA, business unit, and/or department goals and objectives.

• Maintain current working knowledge of all VELERA offered products and service applications including its key functions and associated reports.

• Maintain an understanding of payments regulations, e.g. Dodd-Frank, and how each relates to their assigned credit unions.

• Perform other duties as assigned.

Qualifications:

About Velera

At Velera, inclusion isn’t an initiative – it’s how we work. Guided by a people‑helping‑people philosophy, we cultivate a culture where every employee feels valued, respected and empowered to do their best work. We’re committed to building a diverse workforce and fostering meaningful connection across our teams. Through a remote‑first, flexible environment, we prioritize psychological safety, wellbeing and belonging so individuals and teams can collaborate to thrive. Together, we’re shaping a new era of secure, innovative solutions for the clients and communities we serve. Learn more about what it’s like to work at Velera.

Pay Equity

$105,600.00 - $134,600.00

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 recruiters@velera.com for assistance.

Why Velera

Your voice. Our velocity. Shaping a new era together.

At Velera, the nation’s premier payments credit union service organization (CUSO) and an integrated financial technology solutions provider, you’ll be part of a team committed to the long-term growth and success of financial institutions, our employees and our industry.

United by Purpose

Our employees are united by a people‑helping‑people purpose that guides how we show up every day. A culture rooted in taking ownership and doing what’s right has fostered long‑term dedication and earned Velera recognition for both our inclusive culture and commitment to excellence.

Your Story Shapes Our Culture

Connection and recognition are core to who we are. We cultivate inclusion, celebrate employees who live our values and create meaningful opportunities for engagement that build strong relationships and a true sense of belonging across our teams.

Remote by Design

Our remote-first culture is built for collaboration, flexibility and connection – bringing people together in person when it matters. Flexible time off and healthy working norms support wellbeing and psychological safety, while integrity-driven leadership empowers you to do your best work.

Strength in Stability

With more than 40 years of fintech innovation, Velera offers the stability of a trusted legacy with the momentum of forward‑thinking solutions. We enable thousands of financial institutions and the communities they serve through secure, leading-edge technology and partnership.

Explore velera.com to learn more about how Velera is advancing our purpose of accelerating partners’ success through innovative financial technology and inspired service.