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Velera

Member Services Executive I

Velera

. Build and improve client relationships and resolve operational issues and questions .

Posted 9/15/2026full-timeRemote • United StatesMid-LevelSenior💰 $67,700 - $86,300 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in client relationship management, operational issue resolution, and compliance within the financial services industry. Proficient in analyzing complex operational applications and implementing strategic initiatives to enhance client satisfaction and performance metrics.

Highest-signal resume keywords
Client Relationship ManagementOperational Issue ResolutionService Level Agreements (SLA)Key Performance Indicators (KPI)Financial Services Industry Knowledge

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Program AnalysisOperational Applications KnowledgeCompliance Requirements UnderstandingPayment Industry TrendsCard Services Expertise
Soft Skills
Exceptional Written CommunicationVerbal Customer Contact SkillsCritical Thinking
Tools & Technologies
CRM Systems
Industry Keywords
Contact Center ServicesClient Service DeliveryPayment Portfolio PerformanceStrategic InitiativesClient Growth

About the role

Key responsibilities & impact
  • Build and improve client relationships and resolve operational issues and questions
  • Serve as primary point of contact for Contact Center Services & Solutions products and client credit unions
  • Support high-tier clients and proactively communicate status and resolutions
  • Meet clients at Velera campuses, client corporate offices, and virtually as necessary
  • Create materials for client meetings and complete process audits
  • Maintain CRM records and extensive knowledge of client operational applications and systems
  • Identify strategic operational opportunities and maximize payment portfolio performance
  • Own operational account relationships and act as primary consultant for initiatives and issue resolutions
  • Develop and implement action plans for issue resolution and improvement
  • Interpret policies, operational practices, compliance requirements, SLAs, and KPIs
  • Resolve complex operational and product issues using discretion and independent judgment
  • Research and analyze complex, high-monetary-risk product/service requests
  • Provide guidance on solution campaigns, product migrations, card portfolio modifications, new and existing products, services, mergers, and account compromise events
  • Manage client expectations regarding system functionality, compliance, timeframes, and operational changes
  • Identify and implement creative approaches for strategic initiatives
  • Identify sales opportunities and partner with Client Growth Executives on products, services, upsell, and cross-sell opportunities
  • Escalate issues with Velera and vendor partners
  • Support client CEOs and operational contacts
  • Prepare business review presentations and lead client account plan review meetings
  • Perform other duties as assigned

Requirements

What you’ll need
  • Bachelor’s Degree in related field or combination of education and relevant experience required
  • Five (5) years in a client relationship experience within the financial service or contact center industry required
  • Two (2) years of experience within Client Service Delivery at Velera or similar role within the industry servicing accounts or clients is required
  • Exceptional written and verbal customer contact skills
  • Expert knowledge, critical thinking and ability to complete program analysis and successful implementations
  • In-depth knowledge of operational applications and systems
  • Thorough understanding of complex regulations and compliance requirements
  • Extensive understanding of contractual Service Level Agreements (SLA) and Key Performance Indicators (KPI)
  • Current knowledge of payment industry trends, innovation, card services, digital support, payments, contact centers, Visa, MasterCard, FDR, partners and competitors
  • Availability after hours, weekends and holidays to support client needs
  • 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