Velera

Compensation

Full Description

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 basic function of this position is to manage and assume full responsibility for the performance of the Lending Operations Center, including all supported lines of business. This includes ensuring effective staffing, meeting budgetary requirements, and driving operational excellence through continuous analysis, action planning, and performance management. The incumbent must also ensure that all underwriting, loan decisioning, and lending activities adhere to established standards, policies, procedures, and regulatory requirements. In addition, this role requires strong expertise in consumer lending, with deep proficiency in underwriting and credit decisioning, as well as experience implementing emerging lending strategies such as AI‑driven auto‑decisioning. The incumbent is responsible for guiding and influencing the organization’s lending strategy—ensuring the quality, consistency, and risk alignment of lending practices—and for aligning day‑to‑day underwriting and servicing activities with growth, profitability, and overall portfolio performance objectives. The position requires fostering positive relationships with clients and both internal and external business partners, managing a combination of onsite and remote teams, and anticipating future operational, product, and workforce needs. The incumbent must proactively recommend enhancements that ensure Lending Operations, lending products, and employee capabilities remain modern, competitive, and aligned with organizational goals. Day in the Life Manage the day-to-day operations of the Lending Operations Center, including all KPIs, development of staff, and employee engagement. Analyze operations and make recommendations to increase effectiveness, productivity, and quality of service on an ongoing basis. Provide a high standard of customer service for internal and external customers. Develop and maintain good working relationships with clients as well as internal and external customers of the business. Work with Training to provide timely, high-quality training through a variety of channels to new and existing employees and recommend, plan, and administer motivational programs for staff. Handle complex service issues with members, financial institutions, external clients and regions; respond to written and verbal customer complaints as needed. Visit clients to determine servicing requirements, establish procedures, work through difficult issues and nurture relationships as required by the business. Provide and maintain contingency “back-up” with specific and special emphasis on business resumption as part of Velera’s Business Continuity Plan (BCP). Ensure all employee records are current for BCP. Review and analyze all statistical reports, and dashboards and create strategies based on the data to improve Lending Operations Center performance. Strategically align with Workforce Management to achieve service-level goals, staffing requirements, and cross-training needs. Work with Technology to ensure the integrity of all systems the Lending Operations Center utilizes. Work with the Strategic Initiatives team to recommend improvements to the functionality of lending applications that will enhance the customer experience and provide efficiencies to the Lending Operations staff. Recommend and implement techniques encouraging inter-departmental and intra-departmental teamwork. Conduct routine department meetings to ensure that staff is informed of department and company issues, and to maintain positive department morale. Participate in the budget planning process and meet budgetary requirements throughout the fiscal year. Actively supports Velera strategic future, business plan, culture, and leadership practices. Manage and/or oversee any special projects as assigned by management. Serve as backup to Contact Center VP Disputes & Lending Operations in his/her absence. Perform other duties as assigned. Supervisory Responsibility 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 Qualifications Bachelor's Degree in related field preferably in Business or equivalent combination of education and experience required or equivalent contact center management years of experience. Minimum five (5) years management experience with three (3) years of management experience in a call center required. Minimum of five (5) years experience in lending underwriting direct and indirect consumer loans and financial services industry required. Credit underwriting and loan decisioning experience strongly preferred. Physical Demands While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear Specific vision abilities required by this job include close vision Ability to occasionally lift/move up to 25 pounds Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department. Knowledge, Skills, & Abilities Demonstrate behaviors based on Velera values: Excellence, Innovation, Leadership, Passion, Trust and Diversity, Equity, & Inclusion Proven knowledge of consumer underwriting and evaluating credit risk, underwriting and/or lending origination systems preferred Proven leadership skills and organizational skills required PC/Windows-based software experience required with proficiency in Word, Excel and project management software Familiarity with ACD, IVR and call management software and scheduling packages required Thorough knowledge of indirect lending, dealer submission, underwriting/funding processes preferred. Ability to utilize personal computer, calculator, telephone, fax, copier and other standard office equipment Ability to communicate effectively in both written and verbal formats with individuals or groups and make presentations utilizing a variety of audio/visual aids Ability to exercise discretion and independent judgment in making decisions and interact positively and professionally with all levels of management, staff, members/clients and vendors Ability to exercise strong leadership skills, problem-solving skills, negotiation skills and influence others Ability to manage multiple projects, work in a fast-paced environment, meet deadlines and consistently demonstrate strong reasoning and analytical skills Ability to be available 24 hours a day, 7 days a week in the event of an emergency About Velera At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners. Learn more about our commitment to Diversity, Equity, and Inclusion HERE! Pay Equity $82,700.00 - $105,400.00 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. An Inclusive Atmosphere Where Possibilities are Delivered “Our Momentum. Your Moment.” At Velera, the nation’s premier payments credit union service organization (CUSO) and an integrated financial technology solutions provider, you’ll find it’s your time to join our exceptional culture and shine. If you want to help shape an industry, challenge yourself and invest in your future, you’ve come to the right place. Velera is a highly accessible environment where you’re empowered to think on your feet, work from your heart and discover the very best version of your professional and personal self. Your Voice Matters and Your Contributions are Rewarded You’ll be glad to know that you don’t have to wait your turn for the best opportunities to present themselves at Velera. Our atmosphere is designed for those who have a curious mindset and aren’t afraid to challenge the status quo. We invite you to bring your voice to our diverse team and take advantage of the wide variety of resources available to you. Powered by supportive leadership and innovative technology, we have exceptional learning, training and leadership development programs, as well as online courses to help you claim the brighter, more meaningful future you’ve always imagined. We Help Credit Unions Deliver Possibilities Velera has a proud history as an empowering resource for credit unions and their members, enabling them to optimize operations and realize sustained success. How have we done that? It starts by investing heavily in leading-edge technological innovations. It continues by building a track record of quality service and having the courage to lead. Now, as we continue to grow and help our credit unions prepare for the future, we’re well-positioned to build on our exhilarating momentum. Committed to service excellence and focused on innovation, Velera’s payment processing, risk management, data and analytics, loyalty programs, digital banking, marketing, strategic consulting and mobile platforms help deliver possibilities and seamless member experiences. Comprehensive, 24/7/365 member support is provided by contact centers located throughout the United States. Service Excellence – Delivering the Best We provide credit unions and their members with state-of-the-heart service. Security – Protecting Vital Interests We stop threats before they can cause damage. Digital Solutions – Presenting the Future We make it possible for members to conveniently experience the best in credit union services. Strategic Growth – Opening New Opportunities As the perfect partner with all the right tools, we help credit unions achieve their goals.