Velera

Client Partner

• Lead technical and professional staff delivering client-facing card processing projects, conversions, configurations, solution setups, and quality assurance testing.
• Define requirements and processes for enhancements and new products/services across processing systems and subsystems.
• Manage client projects including strategic conversions and product implementations; serve as escalation point for critical issues.
• Provide management leadership and supervision using standardized project management processes, tools, and best practices.
• Oversee debit and credit platform configurations across multiple vendor processing platforms according to client requirements, SLAs, and change management practices.
• Manage project implementation staff and deploy cross-functional teams to deliver implementations.
• Oversee system requirements, project plans, technical procedures, conversions, and complex mergers.
• Forecast, recruit, develop, and assign resources based on project priorities.
• Establish project management principles, timelines, workflows, accountability, and inter-departmental communication.
• Promote operational efficiencies and process improvements; support strategic planning and execute strategic projects.
• Monitor change events, resolve project issues and delays, and maintain updates on processing-system changes.
• Ensure compliance with project management processes and identify continuous improvement opportunities.
• Attend offsite meetings at client, Velera, and partner-vendor locations as needed.
• Provide presale support, consulting, presentations, and ad hoc technical support.
• Maintain KPIs and OKRs and provide after-hours on-call support for installations as needed.
• Collaborate with senior leadership and Go-To-Market teams on goals, initiatives, impacts, and resource estimates.
• Establish performance standards, reports, procedures, and SLA compliance.
• Evaluate project requirements, schedules, risks, dependencies, priorities, and resource needs.
• Manage internal/external stakeholder and vendor relationships.
• Oversee testing and issue resolution for product releases and unexpected implementation outcomes.
• Hire, coach, mentor, evaluate, develop, and manage staff, including performance, compensation, and employment actions.
• Direct employee-engagement action plans and ensure duties meet department standards.
• Perform other duties as assigned.

Manager, Client Delivery Experience

Manager

• Lead Contact Center Services & Solutions Account Executives and Service Executives
• Manage and motivate a team owning contact center relationships and servicing
• Manage and retain assigned credit union client relationships across Contact Center Services & Solutions, Lending, and CU Student Choice products
• Improve consultative member service, promote Velera products and services, and drive loyalty, endorsement, revenue growth, and market share
• Direct cross-functional work teams and resources to support business objectives
• Develop business plans and implement policies and procedures for timely outcomes and issue resolution
• Build relationships with client executives and key call center leaders
• Oversee contact center client relationship and operational services, including production support, projects, solutions, system enhancements, and regulatory matters
• Oversee account relationships to achieve client satisfaction and resolve escalated issues
• Lead Client Relationship Management and Contract Renewal strategies
• Monitor and resolve complex and sensitive issues
• Forecast and develop skilled resources; maintain and report productivity and quality statistics
• Promote operational efficiencies and process improvements
• Support sales processes through on-site meetings and conference calls
• Maintain relationships with clients, vendors, and Velera departments
• Identify and deliver sales opportunities and new products and services
• Lead or participate in cross-functional projects
• Maintain knowledge of Velera products, service applications, and payments regulations

Manager, Member Services

User Researcher

• Assist in the design and execution of user research studies, including usability testing, user interviews, surveys, and diary studies.
• Recruit, screen, and schedule participants for research sessions.
• Collect and organize qualitative and quantitative data.
• Analyze research findings and help generate key insights.
• Collaborate with designers, product managers, and developers to translate insights into actionable recommendations.
• Help prepare research documentation, reports, and presentations.
• Stay informed about UX research trends, tools, and best practices.
• Perform all other duties as assigned.

Associate Experience Design Researcher

Analyst

• Review, research and initiate the resolution of dispute inquiries from cardholders, credit unions and internal teams.
• Analyze cardholder fraud/dispute information and documentation and apply appropriate case actions.
• Process Chargebacks and funds recovery within card association rules and timeframes.
• Analyze and interpret merchant responses, including Arbitration and Compliance next steps.
• Manage dispute cases through applicable cycles up to final resolution.
• Maintain accurate case files, documentation and case notations.
• Generate cardholder letters and correspondence for regulatory and card association compliance.
• Mitigate financial losses through accurate, detailed case handling.
• Interpret changes to dispute resolution rules mandated by card associations.
• Keep informed on product enhancements, system changes and compliance issues.
• Service inbound/outbound cardholder and credit union calls or inquiries.
• Monitor and troubleshoot daily workflow and recommend actions to management based on volumes and trends.
• Perform other duties as assigned.

Chargeback Analyst I

Operations

• Administer and optimize Adobe Workfront and other key business platforms.
• Configure, maintain, govern, and optimize Workfront, including user administration.
• Build and maintain integrations between Adobe Workfront, Salesforce, and other systems using Adobe Workfront Fusion.
• Design, implement, and maintain workflow automation solutions.
• Document business rules, operating procedures, process handoffs, and operational processes.
• Evaluate operational metrics and identify efficiency, automation, capacity, scalability, and process improvement opportunities.
• Gather requirements with business leaders and stakeholders and develop technology-enabled solutions.
• Configure and maintain Workfront objects, templates, forms, queues, reports, dashboards, resource management tools, and workflows.
• Develop and maintain operational dashboards, reports, and metrics for project delivery, resource utilization, performance, and business outcomes.
• Monitor system performance, data quality, and process compliance.
• Lead change management for process improvements, system enhancements, and technology implementations.
• Develop documentation, standard operating procedures, training materials, and user guides.
• Provide end-user support, troubleshooting, and training.
• Collaborate with technology teams, vendors, and business stakeholders on integrations, enhancements, and future capabilities.
• Support testing, implementation, and deployment of system enhancements and process improvements.
• Research platform capabilities, industry best practices, and emerging technologies.
• Maintain system controls, governance standards, and operational documentation.
• Perform other duties as assigned.

Consulting Operations Analyst

Executive

• Manage the overall servicing relationship for assigned clients across all lines of business
• Develop and complete strategic plans, operational initiatives, and programs with internal and external leadership
• Coordinate all aspects of client servicing with the Client Growth Executive and enterprise business units
• Advocate for assigned clients, improve consultative member service, promote Velera products and services, and oversee initiatives and service requests
• Provide knowledge and support for client escalations and resolutions
• Serve as a consultant to senior leadership, strategic partners, and vendor partners on resolution action plans and production-related issues
• Analyze issues, identify root causes, and lead actions to resolve impacts
• Manage complex client programs and strategic client relationships
• Mentor and coach others
• Manage resolution delivery for client initiatives and operational issues
• Participate in client projects including FI mergers, new product pilots, promotions, and campaigns
• Consult with clients on strategic planning, program management, solution delivery, product delivery, and issue resolution while ensuring regulatory compliance
• Serve as the central point of contact between partners for client initiatives
• Act as the client’s main operational point of contact with Velera delivery and production teams
• Develop and deliver agendas, presentations, status reports, business reviews, and operational/service reporting
• Communicate with clients regarding service satisfaction and day-to-day service delivery
• Provide updates to Velera senior leadership and client senior executives
• Perform other duties as assigned

Service Executive III

Call Center Representative

• Oversee the product backlog of existing and future Contact Center desktop IVR/IVA features.
• Drive associated software development lifecycle activities and communicate the product vision.
• Capture the voice of the customer in development through technology teams.
• Develop product release forecasts, product alignment, resource forecasts, and product roadmaps.
• Communicate market research, competitive analysis, product direction, forecasts, and changes.
• Work with Product Managers, stakeholders, leadership, and delivery teams to deliver business value.
• Create, communicate, prioritize, and sequence product backlog items and user stories.
• Schedule user stories into sprints and develop burndown and release forecast plans.
• Interview end users, member-owners, and stakeholders to gather and analyze requirements.
• Define acceptance criteria for epics and features.
• Participate in Agile planning, stand-ups, reviews, retrospectives, demos, and other Agile meetings.
• Prioritize and resolve project issues and provide direction during complex product development projects.
• Ensure projects meet time and budget schedules and follow project management standards.
• Analyze business processes and recommend solutions or improvements.
• Contribute to refinement of Agile and other methodologies.
• Interface with cross-functional groups to ensure deliverables and manage expectations.
• Mentor and lead team members and collaborate with the Scrum Master to coach development teams.
• Serve as a consultant across business, vendor, product development, project, and technology units.
• Maintain subject-matter expertise and monitor trends and best practices.
• Represent Velera at conferences, tradeshows, and vendor negotiations.
• Perform other related duties and projects as requested by management.

Product Owner – Contact Center

Growth Marketing

• Represent, support, and develop relationships between Velera and executive management at assigned credit unions
• Manage client portfolios using a consultative approach
• Provide program consulting, strategic planning, program analysis and development, and sales coordination for Velera products and services
• Develop, maintain, and execute sales strategies for assigned credit unions
• Negotiate contracts and sell Velera products and services
• Develop and execute customized account plans to increase sales volume and market share
• Serve as the overall Velera relationship manager for assigned credit unions
• Meet and consult with credit union senior executives, primarily through onsite visits
• Deliver Strategic Business Reviews and provide payment and ecommerce industry expertise
• Align credit union goals with Velera products and services
• Identify growth opportunities and maximize portfolio performance
• Evaluate market intelligence and report significant industry changes to management
• Prepare proposals, pricing comparisons, proformas, program analyses, and contractual agreements
• Manage revenue for the assigned book of business and promote additional line-of-business opportunities
• Maintain account relationships, support executive sponsors, and resolve escalated issues
• Manage contract renewals and develop retention action plans
• Review client landscapes, manage sales leads, and implement approaches to grow the business
• Maintain knowledge of payment, card, ecommerce, credit union, and competitive industries
• Collaborate with product teams on new product development
• Coordinate communications for client implementations, program start-ups, and major projects
• Maintain current account plans and accurate records in Salesforce and Velera’s client database
• Perform other duties as assigned

Client Growth Executive II

General

• Contribute to meaningful projects that support real business objectives
• Gain exposure to the credit union and financial services industry
• Collaborate with professionals and leaders across the organization
• Participate in professional development sessions and networking opportunities
• Present work and key learnings at the conclusion of the program

Summer Internship

DevOps Engineer

• Lead, mentor, and oversee the agile software development team.
• Define project requirements, scope, timelines, plans, and resource allocation with stakeholders.
• Monitor project progress to ensure timely and successful software delivery.
• Provide technical guidance on architecture, coding standards, troubleshooting, data, DevOps, software design, and testing.
• Foster professional growth through mentoring, coaching, training, and career development.
• Facilitate collaboration and communication within the team and with stakeholders.
• Ensure adherence to code reviews, testing strategies, quality assurance, and software quality standards.
• Identify project risks and develop mitigation and contingency plans.
• Engage product owners, business leaders, and other teams to provide updates and address concerns.
• Analyze feedback, data, and metrics to drive continuous improvement in processes, tools, and team performance.
• Direct, coach, mentor, and develop staff while ensuring compliance with processes and procedures.
• Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling, and termination of staff.
• Maintain staff development through training and leadership for internal growth and advancement.
• Ensure duties are performed according to department performance standards.
• Perform other duties as assigned.

Manager, Technology Delivery – ADO/DevOps

Data Engineer

• Architect, design, develop, and optimize enterprise-scale data platforms, analytical data models, and data integration solutions.
• Design and build data structures, schemas, and pipelines from the ground up.
• Provide technical leadership across SQL engineering, ETL/ELT development, cloud platforms, API integrations, data modeling, performance optimization, and enterprise data governance.
• Develop and optimize data solutions supporting analytics, reporting, business intelligence, and operational workloads.
• Build scalable data structures, schemas, dimensional models, and enterprise data pipelines.
• Design, develop, optimize, and support ETL/ELT frameworks and automated data integration processes.
• Develop and maintain API integrations and automated data-ingestion frameworks for internal and external source systems.
• Design and implement cloud-native data solutions using Azure, AWS, Snowflake, Databricks, Synapse Analytics, or equivalent technologies.
• Lead database performance tuning, including indexing strategies, workload optimization, execution-plan analysis, and query optimization.
• Develop expert-level SQL solutions using CTEs, window functions, advanced joins, stored procedures, analytical functions, and relational modeling principles.
• Deliver service to internal and external stakeholders in the best interest of credit unions.
• Collaborate across teams and functions to achieve business goals.
• Report identified risks and manage, monitor, and report risks within the work area, including Information Security risks.
• Support Velera’s mission, vision, objectives, and core values.

Senior Disputes Data Engineer

• Develop and continuously evolve the Experience Center engagement strategy to support organizational growth, executive relationship-building and corporate brand initiatives.
• Collaborate with senior leadership to align visitor experiences with enterprise priorities and strategic initiatives.
• Welcome and register visitors.
• Create and conduct guided tours for clients, prospects, partners, employees, executives, industry analysts and community groups.
• Develop and deliver presentations communicating Velera’s story, mission, values, products, services, innovations, advocacy and strategic vision.
• Tailor tour content, messaging and presentation pathways to audience interests, industry, role and business objectives.
• Manage onsite tour flow, timing and logistics.
• Serve as a company representative and brand ambassador.
• Stay informed about Velera news, product updates, strategic initiatives and industry trends.
• Maintain knowledge of Velera’s products, solutions, services and technology.
• Deliver messaging aligned with marketing, communications and corporate branding standards.
• Maintain readiness and presentation standards of exhibits, displays, demonstration areas and meeting spaces.
• Coordinate visitor schedules and support executive briefing programs.
• Collaborate with growth, executive, Marketing, events and other stakeholders before and after experience center visits.
• Monitor exhibit functionality and resolve issues with internal teams.
• Use and troubleshoot interactive exhibit technologies, presentation systems, AV equipment and digital collaboration tools.
• Ensure visitor safety, security and confidentiality protocols.
• Maintain tour schedules, visitor records and attendance metrics.
• Assist with special events, client and prospect engagements, executive visits and community outreach programs.
• Advise leadership on visitor engagement, executive briefings and experience center performance and design.
• Support continuous improvement initiatives to elevate visitor experience.
• Influence cross-functional partners to deliver cohesive executive engagement programs.
• Perform other duties as assigned.

Client and Executive Experience Center Advisor

Solutions Engineer

• Define and communicate a shared technical and architectural vision
• Create detailed solution designs covering software, hardware, infrastructure, data, and security
• Understand the internal technology stack and design scalable, secure, and cost-effective solutions
• Collaborate with the Product Owner and stakeholders to understand product strategy and technical needs
• Provide technical guidance to Agile teams while ensuring enterprise standards are followed
• Evaluate and select technologies, platforms, and tools
• Define architectural standards, patterns, diagrams, and design artifacts
• Strategize scalability and performance and analyze alternatives and risks
• Implement security measures and ensure regulatory compliance
• Design and plan integrations with existing systems and third-party services
• Optimize cloud resources and manage solution costs
• Monitor and optimize solution performance
• Evaluate third-party solutions, products, and vendors
• Gather internal insights through data queries, visualizations, and reporting to inform product functionality

Solution Architect

• Develop and maintain service economics models for Contact Center operations and commercial activities
• Analyze service utilization, staffing models, operational performance, and cost structures
• Support commercial evaluations for client opportunities, renewals, service modifications, and contract changes
• Evaluate financial implications of contractual arrangements and service models
• Monitor profitability trends, service performance, and revenue realization
• Develop and maintain commercial and financial reporting
• Support annual operating plans, forecasts, and long-range financial projections
• Analyze monthly financial performance and communicate variance impacts to leadership
• Develop financial models and scenario analyses for operational initiatives, strategic investments, and business opportunities
• Perform profitability, contribution margin, and cost-to-serve analyses
• Support business cases for new offerings, technology investments, automation initiatives, and operational enhancements
• Collaborate with Finance, Operations, Commercial Operations, Sales Support, and leadership teams
• Support process improvement initiatives
• Identify performance risks, operational challenges, and improvement opportunities
• Serve as a trusted analytical advisor to leadership
• Report and manage risks within the scope of work, including Information Security risks
• Ensure exceptional service to internal and external clients and support company values and objectives

Contact Center Commercial Performance Manager

ServiceNow

• Develop and maintain the ServiceNow platform
• Maintain data model standards
• Design, implement, and deploy solutions and enhancements to existing and new components
• Design, develop, and implement complex ServiceNow solutions aligned with business objectives and best practices
• Create custom applications, integrations, and workflows within ServiceNow
• Identify, troubleshoot, and resolve technical issues related to ServiceNow implementations
• Stay current on ServiceNow features and best practices and implement enhancements
• Collaborate with architects, analysts, and other team members
• Mentor junior developers
• Ensure compliance with ServiceNow SDLC processes and standards
• Design and implement complex ITSM workflows for incident, problem, change, and knowledge management
• Automate ITSM processes to improve efficiency and reduce manual effort
• Integrate ITSM workflows with enterprise applications and systems
• Design and implement integrations between Salesforce, ServiceNow, the Data Warehouse, and third-party applications