Resolution Analyst II

The Opportunity

We are seeking a talented Research and Resolutions II employee. This position will help create strategy, metrics, process improvement, and Organizational Change Management (OCM) of Client Service Delivery. Influencing and shaping the issue resolution model and serves as a Client Service Delivery key resolution point for critical issues. The Research and Resolution II 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 processes, manage multiple simultaneous projects, and lead mitigation plans to respond to inquiries and solve multi-client impact issues in partnership with senior leadership. Identify and influence process improvements and efficiencies within Client Service Delivery and across the organization. Will assist with development of training resources and programs within Client Service Delivery to deliver a positive FI experience.

Day In The Life

• Work on critical inquiries and issues through the entire resolution lifecycle: Communication, Root Cause, Documentation, Improvement, Training, Trend analysis.

• Participate in product releases and projects, documenting issues, anticipating client questions and needs and solving knowledge gaps.

• Partner with Client Service Delivery Training to enhance and direct department focus to align with client needs and industry developments.

• 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.

• Create custom report queries using data mining tools from multiple products and services.

• 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 make recommendation on enhancements to strategic/tactical planning and policies.

• Interact with Financial Institution executives and personnel to ensure high levels of client satisfaction with Velera.

• Demonstrating leadership behaviors and results that facilitate stakeholder collaboration, issue analysis, root cause identification resulting in actions to remedy/resolve associated impact to accomplish results to meet Client and Velera standards

• Mentors and coaches the development of others and seeks mentoring from others for personal development

• Develops rapport with internal and external business partners and demonstrates ability to work through other areas to accomplish results to meet Client and Velera standards

• Demonstrates a solid foundation of client, product, and industry knowledge

• Perform other duties as assigned

Experience

• Experience Seven (7) years’ experience in client relationship management, product implementation or product management within the Financial Industry required.

• Project management experience preferred.

Education

• Bachelor’s Degree in related field or combination of education and relevant experience required.

Skills

• Ability to maintain grace under pressure and bring order out of challenging, high-pressure periods of time.

• Working knowledge of all payment regulations, and offered products and services e.g. Dodd-Frank.

• Demonstrate behaviors based on Velera values.

• Ability to build and maintain strong relationships.

• Ability to communicate positively and professionally at all levels of management and staff within Velera, clients, and vendors in both verbal and written formats.

• Ability to balance multiple initiatives and tasks in a fast-paced environment and meet deadlines.

• Excellent analytical, and quantitative skills.

• 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.

For California, Colorado and New York Applicants: In accordance with the Equal Pay for Equal Work Act, the expected salary range for this position is between:

$75,800.00 - $96,700.00

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

This position qualifies for the following benefits; Co-op Solutions offers a competitive Total Rewards package: 401(k) with generous company match, Health, Dental, and Vision Insurance options, Health Savings Account/Flexible Spending Account, Life Insurance, Short- and Long-Term disability benefits, Pregnancy and Parental Leave, Tuition Reimbursement, Paid Time Off (PTO), Paid Holidays, Community Volunteer Time Off, and an Employee Assistance Program.