Job Overview
Location
Remote-USA
Job Type
Full-time
Category
Data Science
Date Posted
May 27, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary resolution point for critical client service issues impacting multiple Financial Institutions (FIs) across Velera’s platforms and products.
- • Manage the full lifecycle of complex inquiries including communication, root cause analysis, documentation, process improvement, training development, and trend identification.
- • Conduct in-depth research and analysis on product/service change requests and diagnose technical issues affecting client operations.
- • Partner with Client Service Delivery Training to align department focus with evolving client needs and industry developments.
- • Develop custom report queries using data mining tools across multiple Velera products and services to support decision-making.
- • Design and enhance team reporting systems through continuous improvement of tools such as Service Portal, ServiceNow, and Salesforce.
- • Collaborate with Business Units and Subject Matter Experts to ensure high-quality issue resolution and client satisfaction.
- • Identify and recommend efficiency improvements and continuous enhancement initiatives across Client Service Delivery and cross-functional teams.
- • Collect, analyze, and interpret data to uncover trends and provide strategic recommendations for policy and planning adjustments.
- • Interact directly with Financial Institution executives and personnel to maintain high levels of client satisfaction and trust.
- • Demonstrate leadership by facilitating stakeholder collaboration, driving root cause identification, and implementing corrective actions aligned with Velera and client standards.
- • Mentor and coach team members while actively seeking mentorship for personal and professional growth.
- • Build and maintain strong relationships with internal and external business partners to achieve organizational objectives.
- • Maintain a comprehensive understanding of Velera’s credit, debit, member services, and digital products and their application by Financial Institutions.
- • Participate in product releases and projects by documenting potential issues, anticipating client questions, and closing knowledge gaps proactively.
- • Contribute to the development of training resources and programs that enhance the FI experience and improve service delivery outcomes.
- • Perform other duties as assigned to support the strategic goals of Client Service Delivery and organizational excellence.
🎯 Requirements
- • Bachelor’s Degree in a related field or combination of education and relevant experience
- • Seven (7) years’ experience in client relationship management, product implementation, or product management within the financial industry
- • Project management experience preferred
🏖️ Benefits
- • Competitive wages ranging from $75,800.00 to $96,700.00 based on experience
- • Medical insurance with telemedicine coverage
- • Dental and vision insurance
- • Paid Time Off (PTO) and 12 paid holidays
- • 401(k) with employer match
- • Health Savings Accounts (HSA) with company contributions
- • Mental health support through Employee Assistance Program (EAP)
- • Tuition reimbursement
- • Company-paid disability insurance
- • Maternity, parental, and family care leave
- • Community Volunteer Time Off
- • Wellness program
- • Flexible Spending Accounts (FSA)
- • Supplemental insurance options
Skills & Technologies
About CO-OP Financial Services
CO-OP Financial Services, operating as Velera, is a financial technology cooperative serving credit unions across the United States. It provides payment processing, digital banking platforms, ATM and shared-branch networks, fraud management and data analytics tools. The organization enables credit unions to offer members secure, modern banking experiences comparable to large banks while maintaining cooperative ownership and governance. Services include credit, debit and prepaid card processing, online and mobile banking solutions, real-time payments and contactless technologies. Founded in 1981, the company rebranded its technology arm to Velera in 2023 to emphasize innovation and growth in the fintech sector.
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