VP, Dispute Client Experience

• Own and evolve the Disputes Client Exeperience strategy, ensuring alignment with Velera’s Inspired Service principles and overall client experience vision.

• Establish clear service standards for dispute-related client interactions, including tone, responsiveness, transparency and escalation management.

• Serve as the executive sponsor for complex, high-impact or escalated client dispute situations, ensuring thoughtful, empathetic and timely resolution.

• Champion a client-first mindset across the Disputes organziation, modeling behaviors that reinforce trust, accountability and partnership.

• Lead and develop teams responsible for incoming client tickets, case intake, client communications and ongoing dispute-related discussions.

• Ensure teams are equipped to navigate difficult conversations, manage ambiguity, and maintain strong relationships even when outcomes are unfavorable.

• Build a coaching culture focused on service excellence, emotional intelligence and consultative problem-solving.

• Act as the primary liaison between clients and internal Disputes Operations, Industry Services, Product and Technology teams to ensure client needs are clearly understood and represented.

• Idenify systematic pain points in the client dispute journey and partner with internal stakeholders to drive sustainable improvements.

• Partner with leadership to report client expereince themes, risks and opportunities to senior and executive management.

• Other duties as assigned.

Education:

• Minimum of 10 years of progressive leadership expereince in finanical services, client experience or customer engagement environments.

• Demonstrated success leading client-facing service teams in comples, high-stakes environments.

• Proven engagement with executive leadership to deliver meaningful organizational and process change.

• Experience with financial analysis, risk management, and/or regulatory compliance.

• Experience working with cross-functional teams and stakeholders, with the ability to influence and negotiate effectively at all levels of the organization.

• Strong influencing, networking, and critical thinking skills to build and foster existing consultative relationships that drive alignment and partnership opportunities.

• Ability to communicate effectively in both verbal and written formats to executives and leaders at all levels

• Must be committed to a culture of continuous improvement.

• Ability to effectively prioritize and complete tasks and function well in a high-pressure, deadline-driven environment.

• Exceptional organizational skills with the ability to balance multiple projects and teams with contending priorities.

• Ability to think strategically and apply analytical/critical thinking to assignments.

• Ability to travel required.

• Ability to maintain confidentiality of material handled.

• Regular and reliable attendance.

• Responsible for reporting risks that are identified to the appropriate team and/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, Curiosity and Integrity.

• Provide direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures

• Participates in 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

• Responsible for ensuring that exceptional service is delivered to both internal and external clients by doing what’s right for credit unions.

• Demonstrate enthusiastic support of corporate 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, service standards and the state and federal laws.

• 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.