Service Executive IV

Join the People Helping People Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.

The Opportunity: The Service Executive IV is responsible for the overall servicing relationship of assigned clients across all lines of business. This role will work closely with internal and external leadership to develop and complete strategic plans as well as operational initiatives and programs. This position will coordinate all aspects of servicing for the client while partnering closely with the assigned Client Growth Executive and enterprise business units to ensure alignment.

This role will advocate for assigned clients to improve consultative member service, promote use of Velera products and services, and oversee initiatives and service requests while achieving increased dedication, endorsement, and revenue. Provide knowledge and support of client escalations and resolutions. The Service Executive IV will also serve as a consultant to senior leadership teams across the enterprise and our strategic and vendor partners to build detailed resolution action plans and address production related issues/critical concerns.

Day In The Life: Demonstrating leadership behavior and results that facilitate stakeholder collaboration, issue analysis, root cause identification resulting in actions to resolve associated impact to accomplish results to meet Client and Velera standards. Strengthen strategic client relationships by identifying and managing client program needs, providing expert servicing oversight, and ensuring day-to-day servicing requests and needs are met. Manages a mix of clients with more complex and sophisticated programs. Mentors and coaches the development of others.

Seeks mentoring from others for personal development. Accountable for resolution management and successful delivery of initiatives ranging from the basic to the complex along with day-to-day servicing and operational issues. Participate in multifaceted client initiative projects such as: FI Mergers, new product pilots, promotions and campaigns, etc. Partner with assigned Client Growth Executive to consult with clients on their strategic planning, program management, solution delivery, new product delivery, and issue resolution while ensuring regulatory compliance.

Develops rapport with business partners across the organization and demonstrates ability to work through other areas to accomplish results to meet Client and Velera standards. Serve as central point of contact between various partners by providing ongoing communication between all parties to ensure timely implementation of client initiatives. Accountable for client rapport, loyalty and satisfaction at the operational level. Demonstrates a solid foundation of client, product, and industry knowledge.

Capable of developing and delivering agendas and presentations designed to enhance client partnership and relationships with Velera. Serves as the client's main operational point of contact and expert into Velera’s delivery and production teams. Demonstrates the leadership skills and abilities necessary to effectively manage complex client interactions to positive outcomes for both the client and Velera. Ensure resolution management of implementation, operational, system and application issues. Develop and deliver updates to Velera senior leadership and client senior executives.

Consult with Client Growth Executives and other internal departments on solution development. Develop deep knowledge of each assigned client's product and service portfolio and provide consultation, mentorship, and cautions on, initiatives, and change requests. Communicates regularly with client to evaluate service satisfaction and to interface on day-to-day service delivery questions. Provides status reporting to client. Professionally leads and directs client progress and status of open items. Produce status reports, client presentations, business reviews and operational/service reporting.

Perform other duties as assigned. Qualifications: Bachelor’s Degree in related field or combination of education and relevant experience required. Seven (7) years of experience in client relationship or client servicing experience within the financial service industry required. Experience in driving strategic initiatives, client outcomes, and customer success required. Project Management experience preferred. About Velera At Velera, inclusion isn’t an initiative – it’s how we work.

Guided by a people‑helping‑people philosophy, we cultivate a culture where every employee feels valued, respected and empowered to do their best work. We’re committed to building a diverse workforce and fostering meaningful connection across our teams. Through a remote‑first, flexible environment, we prioritize psychological safety, wellbeing and belonging so individuals and teams can collaborate to thrive. Together, we’re shaping a new era of secure, innovative solutions for the clients and communities we serve. Learn more about what it’s like to work at Velera.

Pay Equity $75,800.00 - $96,700.00 Actual Pay will be adjusted based on experience and other job-related factors permitted by law. Great Work/Life 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 Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and

conditions Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster.

Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information. Velera is an E-Verify Employer.

Review the E-Verify Poster here. For information regarding your Right To Work, please click here. This role is currently not eligible for sponsorship. As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@velera.com for assistance. Your voice. Our velocity. Shaping a new era together.

At Velera, the nation’s premier payments credit union service organization (CUSO) and an integrated financial technology solutions provider, you’ll be part of a team committed to the long-term growth and success of financial institutions, our employees and our industry. United by Purpose Our employees are united by a people‑helping‑people purpose that guides how we show up every day. A culture rooted in taking ownership and doing what’s right has fostered long‑term dedication and earned Velera recognition for both our inclusive culture and commitment to excellence.

Your Story Shapes Our Culture Connection and recognition are core to who we are. We cultivate inclusion, celebrate employees who live our values and create meaningful opportunities for engagement that build strong relationships and a true sense of belonging across our teams. Remote by Design Our remote-first culture is built for collaboration, flexibility and connection – bringing people together in person when it matters. Flexible time off and healthy working norms support wellbeing and psychological safety, while integrity-driven leadership empowers you to do your best work.

Strength in Stability With more than 40 years of fintech innovation, Velera offers the stability of a trusted legacy with the momentum of forward‑thinking solutions. We enable thousands of financial institutions and the communities they serve through secure, leading-edge technology and partnership. Explore velera.com to learn more about how Velera is advancing our purpose of accelerating partners’ success through innovative financial technology and inspired service.

• Bachelor’s Degree or equivalent education and relevant experience required
• Minimum 7 years client relationship or servicing experience in financial services
• Proven experience driving strategic initiatives, client outcomes, and customer success