Velera

Project Manager

• Establishes and directs efforts of project work-team and related resources as required to successfully plan, develop, test and implement projects.
• Leads and manages the project implementation lifecycle to deliver multiple projects and initiatives.
• Delivers effective, accurate, and consistent communication to project teams, management, external clients, and vendors.
• Facilitates and leads project resources through the work breakdown process to define tasks, durations, effort, and dependencies.
• Partners with technology leaders to understand interdependencies and lead time to identify project resources and develop a comprehensive schedule.
• Drives and coordinates cross-functional project team members from multiple disciplines.
• Maintains project documentation; ensures project documents are complete, current, and appropriately stored.
• Prepares and distributes project reports and communications; communicates with technology team, project sponsors, stakeholders, functional area managers and/or consultants regarding status of specific tasks.
• Ensures various integration elements of assigned projects are properly coordinated including project plan development, project plan execution, and overall change control.
• Develops highly technical, detailed project plan including all work required to successfully complete both internal and client facing projects.
• Acts as the primary liaison and manages expectations of key sponsors and client executive staff related to timing, functionality and business objectives.
• Troubleshoots project issues and escalates them to upper management if necessary.
• Leads lesson learned exercises and participates in root cause analysis discussions.

Senior Client Delivery Project Manager – Credit Implementations

Manager

• Provide strong leadership and mentorship to the software development teams, including setting clear goals, defining roles and responsibilities, and establishing a collaborative and motivating work environment.
• Work with stakeholders to mentor the team to define project requirements, scope, and timelines.
• Develop project plans, allocate resources, and monitor progress to ensure timely and successful delivery of software projects.
• Offer technical guidance and expertise to the development team.
• Stay updated with emerging technologies, industry trends, and best practices.
• Provide support in architectural design, coding standards, and troubleshooting complex technical issues.
• Foster the professional growth and development of team members.

Manager, Technology Delivery – Application Development

Security Analyst

• Provide support for technology compliance programs
• Lead and execute functions and duties for control design and remediation
• Participate on large-scale projects
• Maintain IT control library/testing general computer and application controls
• Coordinate and support technology components of onsite and virtual audits/assessments, NCUA examinations and client due diligence reviews
• Perform segregation of duties reviews and user attestations
• Document process flows and compliance-related deliverables
• Assist with creation and maintenance of IT and information security policies and standards required to maintain company certifications (e.g., PCI DSS, NIST CSF)
• Coach and cross-train technology compliance staff
• Collaborate with and advise technical and business unit resources at all levels on designing, implementing, and remediating technology controls
• Drive for timely submission of critical audit and compliance deliverables

Senior ITS Security Compliance Analyst

General

• Working with Growth leadership, Product and Marketing teams to understand strategic direction, competitive positioning, and future goals of Velera network solutions.
• Partner with RVPs and CGEs to ensure growing network reach within existing client base and preserving existing network business.
• Assist with deal strategy related to both existing and new clients, and become an expert in the landscape of debit/ATM networks.
• Provide market feedback to Growth leadership, as well as Marketing, Strategy, and Product Teams.
• Serves as an industry expert and articulate overall network environment as well as Velera’s network attributes to internal and external audiences.
• Deliver sales presentations, supporting materials/analysis, on-site client/prospect visit support and call support in conjunction with NSE/CGE teams to advance Velera objectives.
• Ensure client and competitor information is maintained in CRM tool, assist with Opportunity creation and proposal requests when necessary.
• Perform all other duties as assigned.

Associate Network Strategist

Call Center Representative

• Collaborate with subject matter experts (SMEs) to gather and analyze content requirements, ensuring the accuracy and relevance of training materials
• Utilize various instructional design methodologies to create impactful learning experiences that cater to diverse learning styles and needs
• Design and develop engaging and effective training programs, including gaming modules, instructor-led training, and self-paced learning resources
• Understand ratio of daily work volumes and adjust priorities with staff as needed to meet daily and monthly service level goals
• Work with leadership to identify and implement process improvements to maximize quality, efficiency, and cost effectiveness of team; facilitate ongoing process improvements
• Develop and implement training strategies that align with business goals, aiming to enhance employee performance and operational efficiency
• Utilize operation reports to gauge effectiveness of learning solutions and identify areas for improvement, ensuring that training solutions are impactful and measurable
• Create user-friendly job aids and reference guides to support ongoing employee development and performance improvement
• Partner with supervisors to strengthen employee performance, to include coaching, communicating employee progress toward goals, and report observable behavior patterns to supervisor
• Track and document Representative performance, and provide feedback on daily work, service levels, and applicable performance metrics
• Inspire and build team commitment by recognizing, rewarding, and encouraging successful performance through ongoing monitoring and hands on coaching
• Review Representative errors and conduct call calibrations to provide feedback and coaching
• Foster a culture of continuous learning and development by providing coaching, mentoring, and support to employees to encourage employee retention
• Communicate effectively with stakeholders to gather feedback, share progress, obtain buy-on, and implement necessary changes to training initiatives
• Assist leadership and supporting departments to utilize the learning platform reports to gain insight into their team’s performance
• Hold demonstrations of the learning platform and reporting data
• Provide input to supervisors for representative’s quarterly performance review and participate in the quarterly review process when needed
• Leverage record management system to archive and track training programs
• Perform other duties as assigned

Senior Contact Center Performance Development Designer

Account Executive

• Develop external business by promoting our financial products and solutions in both new and existing markets to increase market share within assigned territory.
• Assist the VP, Sales with forecasting revenue from all new business sales.
• Research and contact key individuals of influence at target Financial Institutions to develop, assess, and qualify their willingness to partner with the company as a function of the value they would bring to the company’s portfolio or growth strategy.
• Document business development activity and pipeline.
• Gather competitive intelligence and knowledge surrounding industry trends, share insights.
• Build and lead sales pipeline by exercising weekly structured calling campaign and timely following up on lead referrals and RFPs.
• Participate in regional sales activities to include nationally coordinated sales campaigns.
• Create and present, virtually and on site, formal proposals that include a detailed pricing analysis and incentive package.
• Establish and maintain effective communication with prospective Financial Institutions through appropriate contact channels; identify challenges throughout sales process that need to be overcome in order to successfully execute a commitment.
• Ensure smooth and efficient hand-off process of committed Financial Institutions to respective Account Executive who will maintain relationship.
• Achieve year-end revenue target established at beginning of fiscal year.
• Maintain effective working relationships within the industry by initiating or responding to invitations to serve as guest speaker, participate in informative projects, and attend state league meetings.
• Stay informed on industry trends, changes in industry regulations and competitive landscape.
• Participate in meetings, negotiations and other high-level strategic discussions with target companies.
• Strengthen brand awareness through active external organization and event (e.g., conferences, trade shows) involvement.
• Engage subject matter experts when necessary to assist in the sales process.
• Perform other duties as assigned.

National Sales Executive – Collections

• Take incoming calls from cardholders applying critical thinking skills to identify and resolve inquiries originating from members and Financial Institutions daily and 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.
• Navigates tools and resources to properly address member disputes.
• Maintains a high level of service with member 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.

Disputes Operations Agent

Program Manager

• Own the delivery of Interaction Intelligence initiatives including call driver insights, CSAT analytics, agent enablement, and QA automation.
• Translate Velera’s QA AI strategy into actionable workstreams, timelines, and KPIs.
• Serve as the primary liaison between Velera, Vendor, and internal teams to ensure seamless execution.
• Align cross-functional stakeholders across Customer Experience, IT, Data Engineering, and Compliance.
• Partner with Product development of Velera’s AI speech analytics engine within our environment.
• Collaborate with Interaction Intelligence Engineers and Data Scientist to support NLP pipelines and scalable data infrastructure.
• Ensure ethical and compliant use of Interaction Intelligence tools and third-party platforms.
• Monitor model performance and recommend enhancements based on business feedback.
• Lead adoption efforts across legacy PSCU and Co-op environments.
• Facilitate training and enablement for QA teams, coaches, and frontline leaders.
• Develop documentation, playbooks, and feedback loops for continuous improvement.
• Establish governance frameworks for Interaction Intelligence deployment, including privacy and ethical safeguards.
• Track program KPIs and deliver executive-level updates and strategic recommendations.

Interaction Intelligence Program Manager

• Provide strong leadership and mentorship to the software development team, including setting clear goals, defining roles and responsibilities, and establishing a collaborative and motivating work environment.
• Work with stakeholders to mentor the team to define project requirements, scope, and timelines.
• Develop project plans, allocate resources, and monitor progress to ensure timely and successful delivery of software projects.
• Offer technical guidance and expertise to the development team.
• Stay updated with emerging technologies, industry trends, and best practices.
• Provide support in architectural design, coding standards, and troubleshooting complex technical issues.
• Foster the professional growth and development of team members.
• Provide mentoring, coaching, and guidance to help them enhance their skills and advance their careers.
• Identify training needs and facilitate learning opportunities for the team.
• Facilitate effective collaboration and communication within the software development team and with other stakeholders.
• Encourage knowledge sharing, cross-functional cooperation, and effective communication channels to ensure smooth project execution.
• Ensure the team follows best practices for software development, including code reviews, testing strategies, and quality assurance processes.
• Set and maintain high standards for software quality, performance, and reliability.
• Identify potential risks and challenges in software development projects.
• Develop risk mitigation strategies and contingency plans to minimize the impact of unforeseen issues on project timelines and deliverables.
• Engage with stakeholders, including product owners, business leaders, and other teams, to understand their needs, provide updates on project progress, and address any concerns or issues.
• Foster strong relationships and effective communication with stakeholders.
• Foster a culture of continuous improvement within the software development team.
• Encourage feedback, collect data, and analyze metrics to identify areas for improvement in processes, tools, and team performance.
• Implement changes to enhance productivity, quality, and efficiency.
• Provide direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures.
• Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff.
• Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement.
• Direct staff, to ensure that all duties are performed according to department performance standards.
• Perform other duties as assigned.

Artificial Intelligence

• Facilitate structured intake conversations that help business teams translate challenges into clearly defined opportunity statements that can be evaluated consistently across the enterprise.
• Support evaluation of opportunities across Enable, Augment, and Transform pathways, ensuring stakeholders understand tradeoffs related to complexity, maturity, and coordination needs.
• Facilitate and prioritize discussions by framing value drivers, dependencies and cross-team opportunities.
• Coordinate AI demand with internal and external execution/capacity teams, ensuring scope and resources are well understood both internally and externally.
• Identify desired outcomes and success criteria including KPIs and ROI definition.
• Ensure opportunities align to enterprise priorities and strategy themes.

Manager, AI Business Engagement

• Own and coordinate structured AI governance intake workflows once AI use cases are formally proposed
• Ensure required governance documentation is complete, accurate, and aligned to enterprise standards
• Apply consistent documentation templates, evidence requirements, and artifact expectations
• Ensure governance checkpoints are completed prior to key delivery milestones
• Clarify governance requirements, timelines, and responsibilities for delivery teams and sponsors
• Define and maintain the end to end governance lifecycle for AI initiatives, from intake through production use and eventual decommissioning
• Act as the primary orchestration point between Enterprise Data & AI teams and risk related stakeholders (Legal, Compliance, Privacy, Model Risk, etc.)

AI Governance Program Manager

• Evaluate technical feasibility of AI-enabled business solutions and identify architecture considerations impacting implementation viability.
• Evaluate architectural patterns supporting AI-enabled workflows
• Assess feasibility of AI approaches using enterprise data and integration patterns
• Identify technical dependencies impacting implementation sequencing
• Provide guidance on tradeoffs between approaches
• Identify reusable components that may support multiple enterprise use cases
• Document technical constraints that may impact delivery timelines
• Provide guidance, evaluations and solutions for applied AI engineering patterns relevant to enterprise use cases

AI Business Architect

People Operations

• Execute and monitor day-to-day Workday transactions, including hires, job changes, terminations, compensation updates, and organizational changes
• Support inbound requests, tickets, and issues, ensuring timely resolution in alignment with service expectations
• Monitor business process inboxes and exception reports to proactively identify and resolve issues
• Perform routine system checks and validations to ensure data accuracy and process completion
• Assist data loads (EIBs) following established templates and quality controls
• Perform data audits, reconciliations, and corrections to maintain system integrity
• Ensure accuracy of employee records by validating inputs and identifying discrepancies
• Adhere to defined Workday processes and governance standards, including proper sequencing of transactions and required approvals
• Ensure all changes follow established controls, documentation, and audit requirements
• Escalate system issues or process risks as needed to maintain operational continuity
• Support audit requests by providing data extracts, documentation, and validation support
• Provide timely updates and status communications for requests and operational activities
• Assist with onboarding and offboarding tasks, including coordination of system-related activities
• Identify trends in operational issues and recommend process improvements
• Support standardization of Workday processes and transaction handling
• Contribute to documentation improvements (SOPs, job aids) to drive consistency in execution
• Maintain a focus on efficiency, accuracy, and turnaround time for all operational tasks

People Technology Operations Specialist

Growth Marketing

• Represent, support, and develop relationships with credit unions at an enterprise level.
• Manage client portfolios, providing consulting and strategic planning.
• Develop and maintain sales strategies to increase sales volume and market share.
• Prepare annual Card Program Analysis and deliver proposals to clients.
• Deliver consultative support to address business issues related to Velera's products/services.
• Collaborate with internal teams for client satisfaction and needs assessment.
• Act as primary management point of contact for strategic initiatives and escalated issues.

Client Growth Executive

Analyst

• Meet with client to discuss specifications for complex projects
• Work with client and vendors to determine project options
• Facilitate meeting with key client personnel as needed
• 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
• 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
• Validate system parameters and conduct testing; modifying program parameters when necessary
• 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
• Follow change control and appropriate change management processes
• Assist with training and mentorship of less tenured Analysts
• Assist in developing new product/ service requirements templates and procedural steps
• Understand and complete tasks associated with various types of department projects
• Provide after-hours on-call support for project installations as needed
• Perform other duties as assigned.

Senior Client Delivery Project Manager – Credit Implementations

Manager, Technology Delivery – Application Development

Senior ITS Security Compliance Analyst

Associate Network Strategist

Senior Contact Center Performance Development Designer

National Sales Executive – Collections

Disputes Operations Agent

Interaction Intelligence Program Manager

Manager, Technology Delivery – Application Development

Manager, AI Business Engagement

AI Governance Program Manager

AI Business Architect

People Technology Operations Specialist

Client Growth Executive

Client Delivery Analyst III – Debit Conversions