Velera

Implementation Specialist

• Propel the consulting organizations offering for advisory services through the development or refinement of strategic solutions to improve clients’ organizational health
• Demonstrate superior communication, collaboration and project management skills to successfully enhance or launch consulting solutions across the Consulting organization
• Monitor financial services industry, consulting team and client needs to identify emerging opportunities for consideration to drive innovation within strategic offering to clients
• Develop business plans to support funding and adoption of emerging services into consulting practice
• Identify, document, and implement procedures and process improvements across consulting organization to create best-in-class solutions, consistent execution and efficiencies
• Review and establish consistent deliverables across consulting organization through the development and maintenance of a catalog of market-facing consulting engagements, engagement bundles and subscriptions services with coinciding artifacts for each solution
• Partner with data, marketing, operations, sales and consulting teams to deliver or enhance solutions to consistently meet or exceed client expectations, address market demand, optimize client performance and positively impact revenue
• Establish strong working relationships with a variety of internal and external partners to ensure flawless implementation of new or enhanced solutions
• Work closely with stakeholders to elicit, define and refine business requirements, translating identified needs into next-best-action within available solutions or identify new solutions to support requirements
• Partner with identified Growth teams in new solution development or solution enhancements to capture critical feedback to release industry-leading solutions
• Interact effectively, proactively and responsively with the highest levels of executive management, both externally with senior executives of FIs and internally within Velera
• Act as a professional resource and mentor in contributing both to client engagements and internal discussions with Velera consultants
• Champion change leadership to enhance Velera’s consulting services and foster a culture of entrepreneurial innovation where consultants are driven to find new solutions that benefit our clients
• Lead and mentor preparation, articulation, and execution of business cases and implementation plans, including commercialization tasks across Advisors Plus and Velera.
• Engage key stakeholders, internally and externally, in dialogue and problem-solving to support consulting team in identifying new consulting solutions in pursuit of outstanding client satisfaction
• Maintain in-depth knowledge of trends and developments within financial services industry to determine future strategies and potential mutually beneficial partnership opportunities

Strategy & Implementation Consultant

Growth Marketing

• Serve as the enterprise Velera relationship manager for Velera’s largest revenue generating and strategically important member owner credit unions.
• Meet and consult with credit union senior executives to develop strategic opportunities.
• Deliver the Strategic Business Review to all assigned clients showing the value of Velera’s products and solutions.
• Align strategically the credit union’s goals and objectives to Velera’s products and services.
• Evaluate and understand market intelligence that may impact Velera’s product offering or sales approach.
• Prepare proposals, negotiate contractual relationships with credit unions.
• Maintain and grow revenue for their assigned book of business.
• Develop, solidify and maintain strong account relationships that result in excellent credit union satisfaction scores.
• Prepare and deliver effective and influential presentations at Velera sponsored events.

Client Growth Executive, Level III

Account Executive

• This position serves as the enterprise Velera relationship manager for Velera’s largest revenue generating and strategically important financial institutions.
• Primarily through onsite visits, proactively meet and consult with credit union senior executives to develop strategic opportunities to extend the partnership and increase portfolio performance, demonstrating appropriate sense of urgency; continually monitor and communicate value of Velera products/solutions, and demonstrate the value of the Velera partnership with assigned financial institutions.
• Responsible for consistently delivering the Strategic Business Review to all assigned clients showing the value of Velera’s products and solutions which includes participating in strategic planning and taking a broad perspective to deliver relevant payment and ecommerce industry expertise.
• Align strategically the financial institution’s goals and objectives to Velera’s products and services to maximize Velera’s Value Proposition.
• Strategic focus is key as well as identifying growth opportunities while utilizing a consultative sales approach that ensures credit union business objectives are met and performance metrics of payment portfolios are maximized.
• Evaluate and understand market intelligence that may impact Velera’s product offering or sales approach and report significant industry changes to Velera management.
• Prepare proposals, negotiate contractual relationships with financial institutions, and propose and negotiate new and renewal term agreements; prepare and deliver accurate and timely proposals, pricing comparisons, proformas and program analyses.
• Maintain and grow revenue for their assigned book of business including generating lead opportunities for additional line of business sales.
• Meet or exceed established revenue growth goals from the sale of new products and services and by enhancing overall portfolio performance.
• Develop, solidify and maintain strong account relationships that result in excellent financial institutions satisfaction scores as reflected in periodic surveys; act as primary management point of contact for financial institutions for strategic initiatives and escalated issue resolution; support financial institution’s designated executive sponsor and advocate internally at Velera.
• Assists or participates in various regional meetings that promote Velera’s products and services.
• Prepare and deliver effective and influential presentations at Velera sponsored events, financial institution staff and Board of Directors meetings, advisory groups and other functions as may be required.
• Maintain open lines of communication with VP of Account Management and SVP of Account Management and report any contract renewals that are in jeopardy with a plan of action of how to retain the business.
• Timely escalation of potential relationship issues to appropriate internal Velera leaders to determine appropriate ownership and accountability for resolution.
• Actively review client landscape and recommend, develop, and implement new and creative approaches to growing Velera business; proactively manage, prioritize and engage sales leads.
• Maintain current knowledge of payment industry trends and innovation, and Velera products and solutions; maintain current knowledge of card, ecommerce, payments, and banking industry related to Visa, MasterCard, Fiserv, Velera, and competitors.
• Collaborate with product team regarding new product development for financial institution and consumer opportunities; coordinate interdivisional and interdepartmental communications related to serving clients with new and existing products/solutions.
• Must interact positively and professionally in all interactions with Velera staff, clients, and business constituents.
• Continuously review landscape and recommend, develop, and implement new and creative approaches to growing Velera business.
• In conjunction with assigned Service Executives, serve as liaison for product implementations, program start-ups, and other major projects as necessary; maintain close working relationship with internal departments to ensure smooth and open communications.
• Responsible for maintaining and keeping current account plans for all assigned financial institutions in Salesforce, ensuring opportunities are updated and maintaining accurate records for assigned portfolio of financial institutions.
• Ensure information is current and entered into Velera client database in a timely fashion.
• Perform other duties as assigned.

Account Executive III

Customer Support

• Takes incoming calls from members
• Navigates tools and resources to properly address member inquiries
• Maintains a high level of service with members and meets performance targets
• Maintains composure and demonstrates a calm, professional position while adapting to difficult situations
• Develops and maintains productive working relationships with team members
• Promotes and maintains a positive, professional image of Velera's Call Centers
• Participates in product and procedure training in classroom, on the job training, and reviews all available manuals and resources to acquire and increase product knowledge

Spanish Bilingual Inbound Customer Service Representative

• Takes incoming calls from members.
• Navigates tools and resources to properly address member inquiries.
• Maintains a high level of service with members and meets performance targets.
• Maintains composure and demonstrates a calm, professional position while adapting to difficult situations.
• Develops and maintains productive working relationships with team members.
• Promotes and maintains a positive, professional image of Velera's Call Centers.
• Participates in product and procedure training in classroom, on the job training, and reviews all available manuals and resources to acquire and increase product knowledge.

Inbound Customer Service Representative

Administration

• Oversee and lead the end-to-end administration of all leave programs, including FMLA, ADA accommodations, state-paid leaves, disabilities, military, worker’s compensation coordination, and company leaves ensuring compliance across multiple jurisdictions.
• Manage high-volume leave operations, ensuring SLAs and turnaround time are consistently met and escalated leave inquiries are handled fairly and quickly.
• Serve as the primary escalation point for complex, high-risk, or sensitive leave and accommodation cases.
• Serve as the Subject Matter Expert (SME) providing leadership, creative direction, and project management for the design, implementation, and administration of an integrated wellness strategy that enhances employee well‑being and drives meaningful engagement.
• Provide oversight of the 401(k) retirement plan by ensuring regulatory compliance, coordinating and preparing for retirement plan committee meetings, audits, and managing day‑to‑day administrative activities in collaboration with plan advisors and service providers.
• Ensure compliance with all the applicable federal and state regulations including FMLA, ADA, ERISA, HIPAA, and related reporting and documentation requirement.
• Oversee third-party administrators and vendors supporting leave, disability, retirement, wellness, and employee assistance programs.
• Lead other financial benefit programs such as Workplace Giving/Match program, tuition reimbursement, financial education and advisor programs, etc.
• Partner cross-functionally with HR Business partner, Employee Relations, Payroll and HR Technology teams to resolve any issues or discrepancies related to leave administration or programs supported by the team.
• Lead the communication strategy for leave, financial well‑being, and wellness programs by partnering with HR Communications to ensure clear, timely, and engaging employee education across all channels.
• Support project management for annual processes and vendor implementations, including facilitating provider renewals and RFPs in partnership with Procurement, Finance, Legal, and external consultants.
• Measure plan and program performance and provide reporting, metrics and strategic insights to leadership.
• Manage and lead the leave administration and wellness staff on daily administration of tasks.
• Manage the leave administration and wellness staff to maintain high level of morale, productivity and provide developmental opportunities.
• Manage, mentor, and coach the leave administration and wellness staff to improve overall leave management and benefit administration competency.
• Other benefits or total rewards projects as needed.

Manager, Leave Administration, Retirement, Wellness Programs

Analyst

• Supports the successful implementation of various complex financial institution debit and/or credit projects and initiatives
• Participate in client consultation on business and technical requirements
• Assume technical leadership role for assigned implementations
• Coordinate all phases of operational implementation of technical deliverables
• Meet with client to discuss specifications, work with client and vendors to determine project options
• Complete Gap Analysis, as needed, to define system set-up requirements
• Provide consulting and guidance to client on the best approach to meet their business requirements for assigned implementations
• Understand client business requirements; communicate between technical groups at client and vendor locations and data map technical files between systems
• Work with client staff and vendors to execute the project plan, ensuring technical tasks are completed accurately and on time
• Identify and report outstanding issues to the assigned project manager; assist with issue resolution
• Ensure quality in implementation process
• Communicate technical aspects and requirements of Implementations with third-party vendors and internal Project Support Team
• Validates system parameters and conducts testing
• Provide technical support to clients during the design, development, and implementation phases of the project
• Provide extended hour post-implementation support for projects, and occasional on-site support as needed
• Follows change control and appropriate change management processes
• Develops working relationships with clients and internal business partners/ project team members to effectively communicate and successfully deliver complex project implementations
• Assist with identifying improvements to the defined processes within the department
• Understand and complete tasks associated with various types of department projects

Client Delivery Analyst II – ACS Implementations

General Counsel

• Create and maintain vendor and commercial contracting processes and internal service levels to meet the needs of the organization and its institution clients.
• Direct the attorneys, including oversee work-product and provide career/development path for staff.
• Train staff on contracting processes and product changes.
• Act as an escalation point for complex agreements, templates, and other documents that affect the company’s contractual relationships with its clients.
• Act as a resource and advisor to internal business owners and external customers in the development and negotiation of client agreements and other general documents (i.e. statements of work, terms and conditions, etc.).
• Collaborate with, and make recommendations to, Corporate Counsel on the development of standards for contracts, including general language and provisions based on strategy discussions, senior management input, and organizational needs and expectations, while ensuring they meet acceptable organizational risk limits.
• Establish and ensure appropriate internal governance and approvals are followed in sales and contracting process with client.
• Negotiate and execute new vendor contracts and renew existing contracts consistent with other contracts and help create updated standards for new/changing contracts.
• Understand and communicate to stakeholders across the enterprise on the impact of contract terms and requirements.
• Ensure accuracy and appropriateness of contract text and attachments.
• Manage and track contract terms and conditions, as well as SLA’s, to ensure alignment between client and vendor contracts, and subsequently make recommendations for continuous improvement.
• Maintain deadlines on deliverables and communicate on an ongoing basis with all appropriate parties about contractual issues.
• Responsible for reporting risks that are identified to the appropriate team and/or management. Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.
• Manage the team of client contracting attorneys. Identifies process and skill gaps within the team – places people in situations that give them the opportunity to develop their skills and knowledge.
• Responsible for identifying process improvements and implementing the required changes needed to recognize the efficiencies.

Manager, Counsel – Vendor & Commercial Contracts

• Supports the successful implementation of complex financial institution debit and/or credit projects through technical tasks and quality checks.
• Leads client consultation on business and technical requirements and incorporates them into the project plan.
• Completes Gap Analysis to define system set-up requirements.
• Provides consulting and guidance to clients for meeting their business requirements.
• Communicates between technical groups at client and vendor locations and data maps technical files between systems.
• Ensures technical tasks are completed accurately and on time.
• Identifies and reports outstanding issues to the project manager and assists with issue resolution.
• Ensures quality in the implementation process and communicates technical aspects with vendors and internal teams.
• Validates system parameters, conducts testing, and modifies program parameters as necessary.
• Provides technical support during design, development, and implementation phases of the project.
• Develops working relationships with clients and internal partners to effectively communicate and deliver complex project implementations.

Client Delivery Analyst III

Executive Assistant

• Proactively provide personalized administrative support for multiple members of the Executive Leadership Team (‘ELT’) and/or Senior Leadership Team (‘SLT’)
• Manage all calendar items, ensure invitations are sent to appropriate audiences, resolve conflicts, anticipate future items and potential conflicts, manage deadlines, ensure sufficient working time
• Schedule meetings with appropriate audiences, manage responses, resolve conflicts as needed
• Ensure that all arrangements for corporate sponsored events, industry events, and internal events are completed including travel, room reservations, registration, speaking engagements
• Ensure that expenses are filed in a timely manner and in accordance with Accounting and Billing policies
• Book and manage all travel requests including airfare, hotel, and ground transportation
• Develop reports and presentations using the appropriate templates as needed
• Process email, US Mail, packages, and correspondence based on agreed upon access with the leader
• Act as a backup for an assigned EA by providing support for the leader(s) they support when EA is out of the office
• Identify areas of improvement, work with manager to document, coordinate implementation of changes and measure success

Executive Administrator – Growth

Risk

• Define and execute the multi-year global IGA strategy and roadmap aligned with Zero Trust, cloud transformation, M&A integration, and regulatory requirements (SOX, GDPR, CCPA, PCI-DSS, DORA, etc.).
• Own all aspects of the enterprise IGA platform including architecture, deployment, upgrades, and integration with HRIS, PAM, Cloud IAM (AWS, Azure), ITSM, and SIEM.
• Lead a high-performing team (engineers, architects, and analysts) across multiple geographies; provide mentorship and career development.
• Establish and continuously improve identity governance processes: access reviews/certifications, role mining & engineering, SoD conflict management, birthright & request-based provisioning, and access analytics/risk scoring.
• Serve as the primary escalation point and executive sponsor for identity-related audits and regulatory examinations.
• Partner closely with business unit leaders to balance security, compliance, and user experience.
• Drive automation and self-service initiatives to reduce manual access fulfillment and certification burden.
• Own vendor relationships and contracts for IGA and related identity tools; lead RFP processes when required.
• Establish KPIs, KRIs, and executive-level reporting on the health and maturity of the IGA program (certification completion rates, orphan/ghost account reduction, time-to-revoke, etc.).
• Create and update an Identity Strategy that advances the IGA program and ensures program maturity increases and meets the needs of the business.
• Ability to balance multiple projects, work in fast-paced environment, and meet deadlines.
• Ability to work collaboratively with individuals at all levels of the corporation and with professional services firms (e.g., external auditors); Strong business, leadership, and management skills.
• Demonstrated excellent analytical and quantitative skills.
• Ability to exercise discretion and good judgment in making decisions.
• Ability to handle complex budgets and maintain adherence to budget targets.
• Knowledge of various relevant compliance frameworks and practices.
• Ability to maintain confidentiality of materials handled.

VP, Identity Governance and Administration

• This position serves as the enterprise Velera relationship manager for Velera’s largest revenue generating and strategically important member owner credit unions
• Primarily through onsite visits, proactively meet and consult with credit union senior executives to develop strategic opportunities to extend the partnership and increase portfolio performance, demonstrating appropriate sense of urgency
• Continually monitor and communicate value of Velera products/solutions, and demonstrate the value of the Velera partnership with assigned credit unions
• Responsible for consistently delivering the Strategic Business Review to all assigned clients showing the value of Velera’s products and solutions which includes participating in strategic planning and taking a broad perspective to deliver relevant payment and ecommerce industry expertise
• Align strategically the credit union’s goals and objectives to Velera’s products and services to maximize Velera’s Value Proposition
• Evaluate and understand market intelligence that may impact Velera’s product offering or sales approach and report significant industry changes to Velera management
• Prepare proposals, negotiate contractual relationships with credit unions, and propose and negotiate new and renewal term agreements
• Maintain and grow revenue for their assigned book of business including generating lead opportunities for additional line of business sales
• Meet or exceed established revenue growth goals from the sale of new products and services and by enhancing overall portfolio performance
• Develop, solidify and maintain strong account relationships that result in excellent credit union satisfaction scores as reflected in periodic surveys
• Act as primary management point of contact for credit union for strategic initiatives and escalated issue resolution
• Support credit union’s designated executive sponsor and advocate internally at Velera
• Prepare and deliver effective and influential presentations at Velera sponsored events, credit union staff and Board of Directors meetings, advisory groups and other functions as may be required
• Maintain open lines of communication with VP of Account Management and SVP of Account Management and report any contract renewals that are in jeopardy with a plan of action of how to retain the business
• Timely escalation of potential relationship issues to appropriate internal Velera leaders to determine appropriate ownership and accountability for resolution
• Actively review client landscape and recommend, develop, and implement new and creative approaches to growing Velera business; proactively manage, prioritize and engage sales leads
• Maintain current knowledge of payment industry trends and innovation, and Velera products and solutions; maintain current knowledge of card, ecommerce, payments, and credit union industry related to Visa, MasterCard, Velera, and competitors
• Collaborate with product team regarding new product development for credit union and consumer opportunities; coordinate interdivisional and interdepartmental communications related to serving clients with new and existing products/solutions
• Responsible for maintaining and keeping current account plans for all assigned credit unions in Salesforce, ensuring opportunities are updated and maintaining accurate records for assigned portfolio of credit unions

Client Growth Executive – III

Engineer

• Manage and maintain enterprise corporate systems and AVD.
• Perform infrastructure maintenance, including patching, capacity planning, configuration management, and troubleshooting complex issues.
• Build strong internal partnerships with the user community – Continuous Service Improvement (CSO) approach to process improvement.
• Participate in endpoint modernization efforts, collaborating closely with solution architects to shape and implement the technology roadmap, ensuring alignment with organizational goals and user experience enhancements.
• Build and maintain systems in such a way that exceeds regulatory requirements.
• Participate in compliance audits and address any issues proactively.
• Integrate security best practices in infrastructure design and implementation, ensuring a robust security posture across all systems.
• Communicate consistently with internal business partners to define and refine requirements.
• Play a key role in working with project team members to develop requirements, scope documents and project estimates.
• Guide junior team members in project related tasks.

Endpoint Engineer – AVD

Marketing

• Serve as the head of Velera’s marketing advisory and subscription services with ultimate responsibility for overall success of operations and achieving client portfolio growth objectives.
• Develop Velera’s consulting strategic plan as a member of the consulting leadership team and own critical initiatives with significant impact towards organizational goals.
• Lead a team of Marketing Consultants responsible for expert advisory engagements and achieving client growth goals through research, design, and coordination of annual marketing campaigns.
• Lead a team of Marketing Campaign Analysts responsible for the timely execution and client growth goals of campaign delivery channels, including email, texting, direct mail, and push marketing.
• Provide expertise in B2C products, services, solutions, delivery channel, and consumer trends to advise FIs on best practices and optimize our evolving solution offering.
• Research, analyze, and monitor financial, technological, and demographic factors to capitalize on marketing opportunities.
• Stay abreast of current business and industry trends relevant to the client's business.
• Apply market trends, competitive and consumer research to assist our FIs with their marketing campaigns.
• Provide guidance to Marketing Consultants in developing campaign messages and creatives tailored to engage different consumer personas.
• Play a strategic thought leadership role in understanding marketplace trends to identify growth opportunities for our FIS.
• Lead B2C market research to understand the needs of B2C companies and to bring those insights to our FIS.
• Thoroughly understand the competitive landscape, products and consumers, buying triggers, and influencers.
• Interact effectively, proactively and responsively with the highest levels of executive management, both externally senior executives of FIs and internally within Velera.
• Act as a professional resource and mentor in contributing both to client engagements and internal discussions with Velera Consultants.
• Champion change leadership to enhance Velera’s consulting services and foster a culture of Entrepreneurial innovation where consultants are driven to find new solutions that benefit our clients.
• Lead and mentor preparation, articulation, and execution of business cases and implementation plans.
• Engage C-suite executives in dialogue and problem solving and support consulting team in doing same, to build relationships and identify new business opportunities in pursuit of outstanding member satisfaction.
• Contribute to Velera revenue growth by developing content for marketing and sales collateral, public relations, trade press, and related promotional materials.
• Maintain in-depth knowledge of trends and developments within financial services industry to determine future strategies and potential mutually beneficial partnership opportunities.
• Speak at, participate in panel discussions at and attend industry trade shows, seminars, user groups, and conferences.
• Perform other duties as assigned.

VP, Marketing

Project Manager

• Establishes and directs efforts of project work-team
• Leads and manages the project implementation lifecycle to deliver multiple projects
• Delivers effective and consistent communication to project teams, management, clients, and vendors
• Facilitates work breakdown process to define tasks, durations, and dependencies
• Partners with technology leaders to understand interdependencies and develop a comprehensive schedule
• Drives and coordinates project team members from multiple disciplines
• Maintains project documentation; ensures project documents are complete and current
• Prepares and distributes project reports and communications
• Ensures integration elements of projects are properly coordinated
• Acts as primary liaison managing expectations of key sponsors and client executive staff
• Troubleshoots project issues and escalates if necessary
• Leads lesson learned exercises and participates in root cause analysis discussions
• Collaborates with other project managers and subcontracting partners
• Facilitates project meetings including project kick off and specification meetings