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.
The Opportunity
The Supervisor, CC Initiatives & Business Process will lead a dynamic team of Analysts (Analyst I, Analyst II, Team Lead, and System Analyst) to ensure the successful execution of strategic projects and continuous improvement initiatives within the Contact Center Services & Solutions division. The incumbent will drive operational excellence, optimize business processes, and enhance data flows while fostering cross-departmental collaboration. The Incumbent’s primary responsibility is leading, mentoring, and developing the team to achieve outstanding performance and deliver exceptional client experiences. Incumbent’s leadership skills and expertise in business analysis, process optimization, and project management will be essential to attaining strategic goals and supporting the department’s growth.
Day in the Life
Provide strong leadership and direction to the team, fostering a culture of high performance and continuous improvement.
Guide, coach, mentor, and develop staff to ensure compliance with processes and procedures and to support their professional growth.
Ensure the team meets ticket SLA (Service Level Agreement) standards for prompt and accurate resolutions, contributing to the overall success of Contact Center Services & Solutions.
Ensure timely, accurate, and cohesive responses. Train new staff to maintain high-quality, highly productive work output. Monitor and evaluate the quality of performance across product tools and team members.
Understand the ratio of daily work volumes and adjust priorities with staff as needed to meet daily service level goals for all functions within the department.
Conduct comprehensive assessments of business processes, systems, and operations to identify areas for improvement and transformation.
Oversee fraud detection operations by analyzing transactional data, identifying fraudulent patterns, and implementing strategies to minimize risk and financial exposure.
Develop technical skills for team members to ensure high fraud detection and research performance.
Mitigate credit and debit card fraud for clients by directing the functions of a cross-site analyst team working on fraudster and Rewards cases as identified via multiple channels, including social engineering. All fraud mitigation tools will include linked analysis, the Fraud Detection Work Center, and the Fraud Net Rewards Fraud systems.
Create and analyze reports on Contact Center Strategic Initiatives performance metrics and make process recommendations based on findings. Data analysis and performance metrics are used to monitor project progress, identify issues, and make informed decisions.
Develop and implement effective change management strategies, including communication plans and training programs, to ensure the successful adoption of strategic initiatives.
Run calibration call meetings to serve as SME with internal and external clients. Coordinate meeting calendars, act as point person on calls, coordinate research and participation cross-site, and develop calibration skills among newer team members. Ensure the entire group is trained to review and pull appropriate calls.
Maintain a thorough understanding of all products, solutions, and systems relevant to the financial industry. Ensure the team is well-versed in the latest technologies and methodologies.
Develop and maintain documentation for business processes, standard operating procedures (SOPs), and best practices.
Handle complex service issues with cardholders, financial institutions, external clients, and regions; respond to written and verbal customer complaints as needed. Converse with clients to work through complex issues and nurture relationships as required by the business.
In their absence, serve as a backup to the Contact Center Strategic Initiatives Manager.
Perform all other duties as assigned.
Qualifications
Bachelor's Degree in related field, preferably in Business, or equivalent combination of education and experience required, or equivalent operational analysis years of experience
Minimum five (5) years of management experience with three (3) years of management experience in a call center required.
Minimum three (3) years of related experience within the financial services industry, focus on operational management preferred.
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.
Knowledge, Skills, & Abilities
Demonstrate behaviors based on Velera values: Excellence, Innovation, Leadership, Passion, Trust and Diversity, Equity, & Inclusion.
Ability to lead and inspire high-functioning teams, fostering a culture of excellence, collaboration, and continuous improvement.
Strong ability to guide, mentor, and develop team members to achieve their full potential.
Strong strategic thinking skills with the ability to align team efforts with organizational goals and long-term strategies.
Expertise in establishing and monitoring key performance indicators (KPIs) to measure the success of strategic initiatives and operational improvements.
Exceptional analytical and quantitative skills, with the ability to interpret complex data, identify trends, and make data-driven recommendations to improve processes and performance.
Excellent verbal and written communication skills, with the ability to present findings and recommendations clearly and concisely to diverse audiences, including senior management and clients. Strong ability to generate presentations utilizing a variety of audio/visual aids.
Strong organizational and time management skills, with the ability to handle multiple priorities and deadlines.
Flexibility to adapt to changing priorities, business needs, and regulatory requirements. Ability to work effectively in a fast-paced, dynamic environment.
Ability to build and maintain strong relationships with internal and external stakeholders.
Ability to exercise discretion and independent judgment in making decisions and interact positively and professionally with all levels of management, staff, clients, and vendors.
Proficiency in PC/Windows-based software, including Word, Excel, PowerPoint, and relevant analytical tools.
Foster a culture of inclusivity, innovation, and continuous learning within the team to drive organizational success.
Thorough understanding of Visa/MasterCard procedures, banking requirements, and regulatory compliance in the financial services industry.
Ability to maintain confidentiality of sensitive information and handle all interactions with professionalism and integrity.
Flexibility to travel as needed for project and operational requirements.
Ability to be on call 24x7 as needed for operational and project requirements.
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.
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
$60,100.00to
$75,100.00Actual 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 [email protected] for assistance.
