Research & Resolution Specialist - Remote

Join the People Helping People

PSCU/Co-op Solutions is now Velera! PSCU and Co-op Solutions became a single entity on January 2, 2024, and our new company name was announced on May 7, 2024. Our new brand represents our combined company’s shared mission and unique ability to drive velocity and positive momentum for credit union success in a new era of financial services.

Basic Function
The Research and Resolution 1 role will provide tactical input for the strategy, metrics, process improvement, and Organizational Change Management (OCM) of Service Delivery.
This role requires deep understanding of all Velera's platforms, products, systems, processes and how they are used by Velera and our Financial Institutions (FIs). This position will serve as the subject matter expert for multiple LOBs: Credit, Debit, Member Services, and Digital and cross functional products.
This role will develop and lead mitigation plans according to the Service Delivery resolution model to solve multiple FI inquiries and issues by identifying and influencing process improvements and efficiencies within Service Delivery and across the organization. Will assist with development of training resources and programs within Service Delivery to deliver a positive FI experience.

Essential Functions & Responsibilities

• Work on critical inquiries and issues through the entire resolution lifecycle: Communication, Root Cause,
• Documentation, Improvement, Training, Trend analysis.
• Develop a deep knowledge of the Financial Industry and Velera's products and services to pinpoint the root cause of issues and raise awareness.
• Identify knowledge gaps and document to minimize co-dependency on outside groups.
• Perform research and analysis on complex product/service change requests and diagnose technical issues.
• Perform in-depth analysis on inquiries, concepts and/or projects and provide appropriate consultation and feedback.
• Serve as an advisor with appropriate BUs/Subject Matter Experts to ensure quality FI issue resolution and satisfaction.
• Design and develop team reporting needs through continued development of tools such as Service Portal, Service Now, and Salesforce.
• Provide recommendations regarding efficiency and continuous improvement initiatives.
• Collect and analyze data to identify trends and opportunities to implement enhancements for strategic/tactical planning and policies.
• Interact with Financial Institution executives and personnel to ensure high levels of client satisfaction with Velera.
• Perform other duties as assigned.

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.
• Other Physical Demands

Education

• Bachelor’s Degree or equivalent combination of education and experience required.

Experience

• Four (4) years' experience in client relationship management, product implementation or product support within the Financial Industry required.
• Project management experience preferred.

Knowledge, Skills, & Abilities

• Ability to build and maintain strong relationships
• Ability to communicate positively and professionally at all levels of management and staff within Velera's, clients, and vendors in both verbal and written formats
• Ability to balance multiple projects and tasks in a fast-paced environment and meet deadlines
• Excellent analytical and quantitative skills Proficiency in word processing and spreadsheet, and project/task management computer software applications
• Minimal travel may be required
• Ability to maintain confidentiality of materials handled
• Ability to facilitate meetings and deliver presentations up to Senior Executive level using various audio/visual support aids
• Strong critical thinking and problem solving skills with ability to negotiate with and influence others across all organizational levels
• Ability to exercise discretion and independent judgment in making decisions

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

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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 and the "EEO is the Law" Poster Supplement. 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 (English and Spanish). For information regarding your Right To Work, please click here (English and Spanish poster).

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@pscu.com for assistance.