Manager, Disputes Client Liaison

Velera

1d•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

Bachelor's degree in HR, Finance, or related field preferred.

Responsibilities

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.
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.
Responsible for reporting risks that are identified to the appropriate team and/or management.
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.
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.