Velera

Vice President

• Own and lead the enterprise disputes strategy and multi-year roadmap, ensuring alignment with Velera’s broader business priorities, client needs and market dynamics.
• Partner with Dispute Operations, Client Experience, Product, Industry Services and Technology leaders to translate strategy into clear, sequenced initiatives.
• Provide executive level guidance on prioritization, trade-offs and long-term capability development.
• Represent Velera as a senior disputes thought leader in client meetings, executive briefing and industry forums.
• Serve as the executive owner of disputes and other operational strategy messaging, ensuring clarity, consistency and impact across internal and external audiences.
• Develop and oversee executive-ready PowerPoint presentations for senior leadership, clients, board-level discussions and industry forums.
• Translate complex operating models, data and strategy into compelling narratives that resonate with executive audiences.
• Partner with Sales, Client Growth and Marketing teams to support high-impact client engagement and pursuits.
• Monitor industry trends, regulatory shifts and emerging dispute practices to inform strategy and messaging.
• Lead and develop high-performing teams responsible for strategy, engagement and industry positioning.
• Establish clear strategic direction, operating rhythms and performance expectations aligned to enterprise outcomes.

VP, Disputes Strategy and Engagement

• 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.

VP, Dispute Client Experience

Call Center Representative

• Take incoming calls from cardholders applying critical thinking skills to identify and resolve inquiries originating from members and Financial Institutions daily
• Determine the best course of action to resolve the case within established departmental timeframes
• Be proficient in all areas of entry level fraud/non-fraud dispute processing
• Maintain knowledge of and follow association and regulatory rules to help diagnose charge back or compliance cases and to assist in the research, analysis, and resolution of those cases
• Navigate tools and resources to properly address member disputes
• Maintain a high level of service with member and meet performance targets
• Maintain composure and demonstrates a calm, professional position while adapting to difficult situations
• Develop and maintain productive working relationships with team members

Contact Center – Disputes Operations Agent

Account Executive

• Serve as the enterprise Velera relationship manager for Velera’s largest revenue generating and strategically important GSP's
• Meet and consult with credit union senior executives to develop strategic opportunities
• Monitor and communicate value of Velera products/solutions
• Responsible for delivering the Strategic Business Review to all assigned clients
• Align strategically the credit union’s goals with Velera’s products
• Evaluate and understand market intelligence that may impact Velera’s product offering
• Prepare proposals and negotiate contractual relationships with credit unions
• Maintain and grow revenue for assigned book of business
• Develop and maintain strong account relationships for credit union satisfaction
• Prepare and deliver presentations at Velera sponsored events
• Maintain current knowledge of payment industry trends and innovations
• Collaborate with product team regarding new product development

Account Executive III – Strategic Alliances

Communications

• Creates and maintains proactive, strategic, integrated communications, both internal and external, to build awareness, drive engagement and strengthen Velera’s corporate brand.
• Responsible for creating content and messaging for Velera client credit unions and other industry stakeholders.
• Collaboration with staff members at various levels in the organization is required to gather content/messaging about products, solutions, services, events and announcements.
• Works with the Creative team in the development of any complementary graphical, digital and/or social campaign components.
• Plans, writes, edits, and distributes external communications in support of Velera’s Marketing and Communications initiatives, as well as Velera products and services, events and thought leadership.
• Ensures communications meet quality standards while managing multiple priorities and meeting deadlines in a fast-paced environment.
• Performs independent research and interviews internal Velera staff and external credit union stakeholders to acquire strong knowledge of the company’s products, solutions, services and value proposition to create appropriate content and messaging.

Corporate Communications Specialist

Manager

• Lead business advancement activities in partnership with department heads.
• Guide future business strategies, champion enterprise change, and increase effectiveness.
• Partner closely with Growth leadership and cross‑functional teams to advance strategic transformation initiatives.
• Align stakeholders, facilitate discussions, and translate business needs into actionable insights.
• Identify challenged and/or underperforming business areas and implement process improvements.
• Assess existing processes, systems, and organizational structures to identify inefficiencies.
• Conduct data analysis to support decision-making and measure impact of transformation initiatives.
• Develop and present business cases, project plans, and implementation roadmaps.
• Track performance metrics and report on effectiveness of implemented changes.

Business Transformation Manager

Operations

• Provide Level 2 support for the IGA solution within agreed service levels.
• Work with IT teams, service partners and other stakeholders to ensure reliability and availability of the IGA solution.
• Implement and manage the effectiveness of Incident, Service Request, Change, and Problem management processes for the service area; provide daily/weekly report for ticket status.
• Maintain system configurations and process documentation, operating procedures, and infrastructure support documentation (e.g., data flow diagram, system as-built, runbook).
• Resolve technical issues through debugging, research and investigation.
• Participate as IGA subject matter expert in small/medium-scale projects supporting business initiatives; assist with the onboarding of new solutions.
• Help with operations after go-live, ensuring SLAs.
• Serve as an on-call resource for incident response and operational functions.
• Execute the further implementation and integration of Saviynt within the organization.
• Perform other duties as assigned.

IGA Operations Engineer

Financial Crime

• Takes incoming calls and outbound calls.
• Navigates tools and resources to properly address case inquiries.
• Monitoring and working cases for credit and debit accounts to identify fraudulent activity.
• Multi-task across various systems to mitigate cardholder and credit union losses.
• Maintains a high level of service with members and meets performance targets.
• Communicate trends and training opportunities to management.
• 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 skills and procedure training in classroom, on the job training, and reviews all available manuals and resources to acquire and increase product knowledge.

Fraud Detection Representative

• The Manager, Industry Services, leads Velera’s adherence to industry processes across two Associations and 20+ Networks to ensure compliance with rules, regulations, and mandates.
• Provides operational ownership with primary vendors FIS and FiServ.
• Oversees review of approximately 75 bulletins per month that need to be assessed for impact to Velera and Velera clients.
• Provides oversight of Association and Network fees changes, billing changes, quarterly reporting and ATM audits across the organization.
• Resolves compliance violations by providing internal/external escalation support with applicable parties.
• Provides leadership and guidance to team; facilitates employee development and performance management.
• Tracks and monitors employee satisfaction, communication, training, and leadership.

Manager, Industry Services

Administration

• Maintain employee leave and accommodation requests and ensure day to day operations for leave requests are accurate, timely, compliant, and ensuring high level of service to managers and employees.
• Maintain employee leave of absence and wellbeing information in the HRIS system to ensure accurate data records are collected and maintained.
• Perform biweekly data audits to review errors to ensure accurate data is collected for benefits.
• Assists the Leaves and Wellbeing Manager and others on the Annual Benefit Renewal and Enrollment, and general support of the benefits team's annual enrollment.
• Produce benefit and wellbeing reports for management on a regular basis, utilizing Excel, Word and other tools.
• Tracks and oversees leave of absence cases and maintains documentation and accurate reporting to keep HR Business Partners and managers informed of leave dates and necessary details.
• Assist employees with a wide variety of escalated benefits inquiries; Consults with internal and external parties as necessary to devise a solution to resolve the issues.
• Oversee the administrative processes for Tuition reimbursements to ensure they are handled in an efficient, timely manner.
• May create education or communications materials and present to small groups on wellbeing and deferred compensation enrollment.
• Support annual processes and partnerships with vendors and brokers.
• Will maintain and update well-being related information and policies on the company intranet and the external benefit site.

Benefits Partner, Leave Administration, Wellness Programs

Support Engineer

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Addressing issues escalated from first-level IT Support Analysts.
• Assist in the mentoring and training of IT Service and Support staff.
• Perform complex troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Handle ad-hoc processes when needed.
• Facilitate meetings with customers or additional support personnel when necessary to troubleshoot issues.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Document troubleshooting steps and/or pertinent support information to the next level of support personnel.
• Follow-up and update customer status and information.
• Review, follow up, and assign or resolve aging records.
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest potential improvements to procedures.

IT Support Analyst II

• Serve as a Dispute SME, providing guidance on dispute resolution strategy, regulatory compliance and network rules.
• Advise leadership and stakeholders on dispute trends, emerging risks, industry mandates and strategic opportunities.
• Support development and execution of the disputes roadmap, ensuring alignment with enterprise strategy, client needs and operational capabilities.
• Oversee day-to-day strategic management of disputes vendor relationships, ensuring performance, compliance, and alignment with contractual and service expectations.
• Act as a client-facing advisor, communicating disputes strategy, roadmap, and capabilities to clients and internal partners.
• Support executive and client discussions related to disputes transformation, performance, and future-state planning.
• Collaborate with Sales, Client Services, Operations, Risk, Compliance, Technology, and Product teams to ensure consistent messaging and execution.
• Provide leadership, coaching, and development for a small team supporting vendor management, enablement, and dispute strategy initiatives.

Manager, Disputes Strategy

Systems Engineer

• Assess existing IT solutions, analyze their functionality, efficiency and productivity, and then help organizations design, develop and implement new technical solutions.
• Create and maintain system documentation.
• Translate technology details to clients by taking the consultative lead.
• Mentor and guide the junior team members in the team on best practices, applications, techniques and tools.
• Proactively pursues development opportunities and show expected progress on learning plan.
• Creates an environment that promotes end-user self-sufficiency.
• Performs problem analysis to resolve system or application issues.
• Provides backup for other analysts as required.
• Responds to critical issues during off hours when necessary.
• Produces innovative solutions for a variety of complex problems.

Systems Analyst III

Product Manager

• Lead the analysis and review product enhancement requests from various sources and oversee the creation of business requirements for these enhancements.
• Serve as an escalation point, both internally and externally, related to assigned products and applications.
• Collaborate with appropriate functional areas (e.g., Training, Operations, Information Technology, Administration, and Finance) to develop and provide comprehensive product definitions, objectives, and goals that are responsive to the needs of the end user.
• Work closely with Velera’s departments in executing product strategies on assigned products and services.
• Identify risks throughout feasibility studies and development process and communicate issues to senior product management and leadership for evaluation; develop market test scenarios and ensure approval from the end-user for product rollout.
• Development of product documentation, procedures, and training in all pertinent platforms.
• Report and routinely update product and solution performance information to the strategic product manager.
• Lead research efforts, analyze and ascertain required modifications and impacts to existing products and services. Communicate to affected areas.
• Assist in the coordination and presentation of seminars and training for Velera personnel, prospective clients, trade associations, current members and other entities as assigned.
• Conduct and lead meetings to support the development process and track and communicate progress.
• Attend and participate in various Velera sponsored events and industry events, as needed.
• Serve as the primary liaison to Operational Support departments for assigned products.
• Maintain proficiency in departmental operations to assist as a backup for other products and services.
• Work as a member and/or leader of a cross-functional team that addresses the development and implementation of new and/or enhanced products and services within determined deadlines.
• Oversee and review mandate and industry product impacts.
• Partner with marketing to communicate internally and externally on pertinent bulletins.
• Direct and oversee maintenance, mandate, industry requirement, or vendor replacement product commercialization duties in conjunction with internal teams.
• Use commercialization process to execute on system readiness with partners both internal and external.
• Maintain, lead and respond to product-focused servicing ticket inquiries through the defined channel.
• Perform other duties as assigned.

Product Manager – Loyalty

Security Analyst

• Provide support for technology compliance programs.
• Execute functions that may include: performing segregation of duties reviews and user attestations.
• Identify/remediate technology compliance issues and enforce information security policies and standards.
• Document, update, and facilitate technology compliance deliverables.
• Participate on large-scale projects.
• Document and test general computer and application controls.
• Support technology components of onsite and virtual audits/assessments.