Research & Resolution Specialist II - Remote

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. The Opportunity: This Research and Resolutions II will help create strategy, metrics, process improvement, and Organizational Change Management (OCM) of Client Service Delivery. Influencing and shaping the issue resolution model and serves as a Client Service Delivery key resolution point for critical issues. The Research and Resolution II role requires deep understanding of all Velera’s platforms, products, systems, processes and how they are used by Velera and our Financial Institutions (FIs). This position will serve as the subject matter expert for multiple LOBs: Credit, Debit, Member Services, and Digital and cross functional products. This role will develop processes, manage multiple simultaneous projects, and lead mitigation plans to respond to inquiries and solve multi-client impact issues in partnership with senior leadership. Identify and influence process improvements and efficiencies within Client Service Delivery and across the organization. Will assist with development of training resources and programs within Client Service Delivery to deliver a positive FI experience. Day in the Life: Work on critical inquiries and issues through the entire resolution lifecycle: Communication, Root Cause, Documentation, Improvement, Training, Trend analysis. Participate in product releases and projects, documenting issues, anticipating client questions and needs and solving knowledge gaps. Partner with Client Service Delivery Training to enhance and direct department focus to align with client needs and industry developments. Perform research and analysis on complex product/service change requests and diagnose technical issues. Perform in-depth analysis on inquiries, concepts and/or projects and provide appropriate consultation and feedback. Create custom report queries using data mining tools from multiple products and services. Serve as an advisor with appropriate BUs/Subject Matter Experts to ensure quality FI issue resolution and satisfaction. Design and develop team reporting needs through continued development of tools such as Service Portal, Service Now, and Salesforce. Provide recommendations regarding efficiency and continuous improvement initiatives. Collect and analyze data to identify trends and make recommendation on enhancements to strategic/tactical planning and policies. Interact with Financial Institution executives and personnel to ensure high levels of client satisfaction with Velera. Demonstrating leadership behaviors and results that facilitate stakeholder collaboration, issue analysis, root cause identification resulting in actions to remedy/resolve associated impact to accomplish results to meet Client and Velera standards Mentors and coaches the development of others and seeks mentoring from others for personal development Develops rapport with internal and external business partners and demonstrates ability to work through other areas to accomplish results to meet Client and Velera standards Demonstrates a solid foundation of client, product, and industry knowledge Perform other duties as assigned Qualifications: Bachelor’s Degree in related field or combination of education and relevant experience required. Experience Seven (7) years’ experience in client relationship management, product implementation or product management within the Financial Industry required. Project management experience preferred. 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 $75,800.00 - $96,700.00Actual 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.