Manager, Contact Center - Lending

Velera

1d•$82,700 - $105,400

About The Position

Join the People Helping People 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 basic function of this position is to manage and assume full responsibility for the performance of the Lending Operations Center, including all supported lines of business. This includes ensuring effective staffing, meeting budgetary requirements, and driving operational excellence through continuous analysis, action planning, and performance management. The incumbent must also ensure that all underwriting, loan decisioning, and lending activities adhere to established standards, policies, procedures, and regulatory requirements. In addition, this role requires strong expertise in consumer lending, with deep proficiency in underwriting and credit decisioning, as well as experience implementing emerging lending strategies such as AI‑driven auto‑decisioning. The incumbent is responsible for guiding and influencing the organization’s lending strategy—ensuring the quality, consistency, and risk alignment of lending practices—and for aligning day‑to-day underwriting and servicing activities with growth, profitability, and overall portfolio performance objectives. The position requires fostering positive relationships with clients and both internal and external business partners, managing a combination of onsite and remote teams, and anticipating future operational, product, and workforce needs. The incumbent must proactively recommend enhancements that ensure Lending Operations, lending products, and employee capabilities remain modern, competitive, and aligned with organizational goals. Day in the Life 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.

Requirements

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.
Credit underwriting and loan decisioning experience strongly preferred.
Demonstrate behaviors based on Velera values: Excellence, Innovation, Leadership, Passion, Trust and Diversity, Equity, & Inclusion
Proven knowledge of consumer underwriting and evaluating credit risk, underwriting and/or lending origination systems preferred
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
Thorough knowledge of indirect lending, dealer submission, underwriting/funding processes preferred.
Ability to utilize personal computer, calculator, telephone, fax, copier and other standard office equipment
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

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