Velera · 10 hours ago
Manager, Contact Center - Lending
United States
Full-time
Remote
Mid, Senior Level
$83K/yr - $105K/yr
5+ years expVelera is the nation’s premier payments credit union service organization and an integrated fintech solutions provider. The Manager, Contact Center - Lending will manage the performance of the Lending Operations Center, ensuring adequate staffing, compliance with standards, and fostering positive relationships with clients and internal customers.
CreditFinTechManagement Consulting
No H1B
Responsibilities
Manage the day-to-day operations of the Lending Operations Center, including all KPIs, development of staff, and employee engagement
Analyze operations and make recommendations to increase effectiveness, productivity, and quality of service on an ongoing basis
Provide a high standard of customer service for internal and external customers. Develop and maintain good working relationships with clients as well as internal and external customers of the business
Work with Training to provide timely, high-quality training through a variety of channels to new and existing employees and recommend, plan, and administer motivational programs for staff
Handle complex service issues with members, financial institutions, external clients and regions; respond to written and verbal customer complaints as needed. Visit clients to determine servicing requirements, establish procedures, work through difficult issues and nurture relationships as required by the business
Provide and maintain contingency “back-up” with specific and special emphasis on business resumption as part of Velera’s Business Continuity Plan (BCP). Ensure all employee records are current for BCP
Review and analyze all statistical reports, and dashboards and create strategies based on the data to improve Lending Operations Center performance
Strategically align with Workforce Management to achieve service-level goals, staffing requirements, and cross-training needs
Work with Technology to ensure the integrity of all systems the Lending Operations Center utilizes
Work with the Strategic Initiatives team to recommend improvements to the functionality of lending applications that will enhance the customer experience and provide efficiencies to the Lending Operations staff
Recommend and implement techniques encouraging inter-departmental and intra-departmental teamwork. Conduct routine department meetings to ensure that staff is informed of department and company issues, and to maintain positive department morale
Participate in the budget planning process and meet budgetary requirements throughout the fiscal year
Actively supports Velera strategic future, business plan, culture, and leadership practices
Manage and/or oversee any special projects as assigned by management
Serve as backup to Contact Center VP Disputes & Lending Operations in his/her absence
Perform other duties as assigned
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
Qualification
Required
Bachelor's Degree in related field preferably in Business or equivalent combination of education and experience required or equivalent contact center management years of experience
Minimum five (5) years management experience with three (3) years of management experience in a call center required
Minimum of five (5) years experience in lending underwriting direct and indirect consumer loans and financial services industry required
Proven leadership skills and organizational skills required
PC/Windows-based software experience required with proficiency in Word, Excel and project management software
Familiarity with ACD, IVR and call management software and scheduling packages required
Ability to communicate effectively in both written and verbal formats with individuals or groups and make presentations utilizing a variety of audio/visual aids
Ability to exercise discretion and independent judgment in making decisions and interact positively and professionally with all levels of management, staff, members/clients and vendors
Ability to exercise strong leadership skills, problem-solving skills, negotiation skills and influence others
Ability to manage multiple projects, work in a fast-paced environment, meet deadlines and consistently demonstrate strong reasoning and analytical skills
Ability to be available 24 hours a day, 7 days a week in the event of an emergency
Preferred
Proven knowledge of consumer underwriting and evaluating credit risk, underwriting and/or lending origination systems
Thorough knowledge of indirect lending, dealer submission, underwriting/funding processes
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
Company
Velera
Velera provides financial technology and processing solutions for credit unions.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Chuck Fagan
President and CEO
Recent News
2026-01-20
2025-12-02
Company data provided by crunchbase