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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 Manager, Disputes Client Liaison serves as a primary point of contact between Velera’s Disputes organization and our financial institution clients. This role is responsible for managing client relationships related to disputes, serving as a trusted escalation point and ensuring a consistent, high-quality client experience across dispute programs, initiatives and issue resolution. This role partners closely with internal Disputes, Product, Compliance, and Client Experience teams to ensure client needs and perspectives are effectively represented. The Manager, Disputes Client Liaison plays a key role in advocating for client-driven enhancements, process improvements, and program changes by translating feedback, trends, and escalations into actionable insights. Through strong collaboration and influence, this role helps drive meaningful change that improves outcomes for clients while aligning with Velera’s strategic objectives.
Day in the Life:
- Lead and develop a team responsible for managing day‑to‑day client relationships related to disputes, ensuring consistent, high‑quality engagement and service delivery.
- Set clear expectations, priorities, and performance standards for the client liaison team, providing coaching, feedback, and development support.
- Oversee client communications related to disputes, including escalations, program changes, performance discussions, and issue resolution.
- Serve as a senior escalation point for complex or sensitive client matters, guiding the team through resolution and coordinating cross‑functional support as needed.
- Build and maintain strong relationships with financial institution clients by understanding their dispute programs, challenges, and strategic objectives.
- Partner closely with internal Disputes, Product, Compliance, and Client Experience teams to align on client needs and ensure follow‑through on commitments.
- Advocate for client‑driven enhancements, process improvements, and program changes by synthesizing feedback, trends, and escalation insights.
- Participate in client meetings, presentations, and periodic business reviews, representing disputes with confidence and clarity.
- Monitor themes and trends across client interactions to proactively identify risks, opportunities, and improvement areas.
- Maintain appropriate documentation related to client issues, escalations, and resolutions to ensure continuity and accountability.
- Support client retention efforts by strengthening relationships, improving transparency, and reinforcing Velera’s value in disputes services.
Qualifications:
- Minimum five (5) years management experience or relevant experience in the credit card/financial services industry with extensive customer service background.
- Proven leadership skills, organizational skills, problem-solving skills, and executive presentation skills required.
- Thorough knowledge of Visa/MasterCard procedures and FDR systems required.
- PC Windows-based software experience with proficiency in Word, Excel and PowerPoint required.
- Excellent communications skills with ability to build and maintain effective working relationships.
- Detail oriented with strong follow through and have the ability to organize and prioritize multiple projects.
- Ability to work in a fast-paced environment and manage multiple tasks in parallel.
- Strong computer skills, with an emphasis on Microsoft Word, Excel, and PowerPoint.
Education:
Bachelor's degree in HR, Finance, or related field preferred.
Knowledge, Skills, & Abilities:
- Proven leadership skills, organizational skills, problem-solving skills, and executive presentation skills required.
- Thorough knowledge of Visa/MasterCard procedures and FDR systems required.
- PC Windows-based software experience with proficiency in Word, Excel and PowerPoint required.
- Excellent communications skills with ability to build and maintain effective working relationships.
- Detail oriented with strong follow through and have the ability to organize and prioritize multiple projects.
- Ability to work in a fast-paced environment and manage multiple tasks in parallel.
- Strong computer skills, with an emphasis on Microsoft Word, Excel, and PowerPoint.
Physical Demands:
- While performing the duties of this Job, the employeeis regularly required tosit; 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 requesta reasonableaccommodation through the Human Resources department.
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.
Additional Essential Functions and Responsibilities:
- Regular and reliable attendance.
- Responsible for reporting risks that areidentifiedto theappropriate teamand/or management. Additionally, responsible for managing, monitoring, and reporting risks within the scope of your work area,to include, but not limited to Information Security risks.
- Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging,Curiosityand Integrity.
Service Standards:
- Responsible for ensuring that exceptional service is delivered to both internal and external clients by doing what’s right for credit unions.
- Demonstrate enthusiastic supportofcorporate mission, vision, core values and long-term business objectives.
- Support a workplace where every employee feels valued, respected, and connected.
- Perform job duties within the company’s policies, procedures, servicestandardsandthe stateand federal laws.
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 InclusionHERE!
Pay Equity
$105,600.00 - $134,600.00Actual 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. 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.
