Velera

VP, Dispute Client Experience

Velera

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $134,500 - $174,900 per year

Job Level

Lead

About the role

  • Own and evolve the Disputes Client Experience strategy, ensuring alignment with Velera’s Inspired Service principles and overall client experience vision.
  • Establish clear service standards for dispute-related client interactions, including tone, responsiveness, transparency and escalation management.
  • Serve as the executive sponsor for complex, high-impact or escalated client dispute situations, ensuring thoughtful, empathetic and timely resolution.
  • Champion a client-first mindset across the Disputes organization, modeling behaviors that reinforce trust, accountability and partnership.
  • Lead and develop teams responsible for incoming client tickets, case intake, client communications and ongoing dispute-related discussions.
  • Ensure teams are equipped to navigate difficult conversations, manage ambiguity, and maintain strong relationships even when outcomes are unfavorable.
  • Build a coaching culture focused on service excellence, emotional intelligence and consultative problem-solving.
  • Act as the primary liaison between clients and internal Disputes Operations, Industry Services, Product and Technology teams to ensure client needs are clearly understood and represented.
  • Identify systematic pain points in the client dispute journey and partner with internal stakeholders to drive sustainable improvements.
  • Partner with leadership to report client experience themes, risks and opportunities to senior and executive management.

Requirements

  • Bachelor's degree in Business, Management, or related field, or equivalent combination of education and experience required.
  • Minimum of 10 years of progressive leadership experience in financial services, client experience or customer engagement environments.
  • Demonstrated success leading client-facing service teams in complex, high-stakes environments.
  • Proven engagement with executive leadership to deliver meaningful organizational and process change.
  • Experience with financial analysis, risk management, and/or regulatory compliance.
  • Experience working with cross-functional teams and stakeholders, with the ability to influence and negotiate effectively at all levels of the organization.
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
Applicant Tracking System Keywords

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

Hard Skills & Tools
financial analysisrisk managementregulatory compliance
Soft Skills
emotional intelligenceconsultative problem-solvingclient-first mindsetleadershipcommunicationnegotiationrelationship managementaccountabilitytrust-buildingservice excellence
Certifications
Bachelor's degree in BusinessBachelor's degree in Management