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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading contact center services and solutions, with a strong focus on client relationship management, operational efficiency, and regulatory compliance. Proven ability to develop and implement strategies that drive revenue growth and enhance member service.
Highest-signal resume keywords
Client Relationship ManagementContact Center OperationsBanking Industry ExperiencePayments Regulations KnowledgeTeam Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Delivery StrategiesBusiness Plan DevelopmentOperational EfficiencyIssue ResolutionProduct KnowledgeData ReportingCross-Functional Project ManagementConsultative Member ServiceSales Opportunity IdentificationContract Renewal Strategies
Soft Skills
Effective CommunicationTeam MotivationRelationship BuildingProblem SolvingClient Satisfaction Focus
Tools & Technologies
Velera ProductsService ApplicationsCall Center SolutionsClient Management Systems
Industry Keywords
Credit UnionCall Center IndustryDodd-FrankBanking Regulations
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Bachelor’s Degree in related field or equivalent combination of education and experience required
- Master’s degree preferred
- 8 years professional experience leading multi-site client services centers and driving successful development/execution of service & delivery strategies required
- 8 years banking or credit union industry experience required
- 8 years Call Center industry experience required
- Ability to communicate effectively with client operational executives and call center leaders as well as internal support teams, leaders, and executives
- Thorough understanding of Velera products, solutions, and systems, including set-up, implementation, testing, pricing, billing, and reporting
- Understanding of payments regulations, e.g. Dodd-Frank
- This role is currently not eligible for sponsorship
Benefits
Comp & perks- 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
- Remote-first, flexible environment