Service Executive I

Velera•Ohio - Remote, OH

3d•$43,900 - $65,800•Remote

About The Position

The Service Executive I is responsible for the overall servicing relationship for assigned clients across all lines of business. The role partners with internal and external leadership to develop and complete strategic plans, operational initiatives, and programs. It coordinates client servicing with the assigned Client Growth Executive and enterprise business units, advocates for clients, supports consultative service, promotes Velera products and services, and oversees initiatives, service requests, escalations, and resolutions. The position also advises senior leaders and strategic and vendor partners, helping develop action plans to address production issues and critical concerns. The Service Executive I manages client relationships and servicing needs, including more complex client programs and initiatives. It serves as the client's main operational contact with Velera delivery and production teams, coordinates communication among partners, and ensures timely delivery and resolution of client initiatives and operational issues. The role develops and presents client updates, status reports, business reviews, and operational reporting, and consults with clients and internal teams on strategic planning, program management, solution delivery, and issue resolution.

Requirements

Three years of client relationship or client servicing experience in the financial services industry.
Experience driving strategic initiatives, client outcomes, and customer success.

Nice To Haves

Bachelor’s degree in a related field, or a combination of education and relevant experience.
Project management experience.

Responsibilities

Collaborate with stakeholders to analyze issues, identify root causes, and take action to meet client and Velera standards.
Strengthen strategic client relationships by identifying and managing program needs, overseeing servicing, and meeting day-to-day requests.
Manage a portfolio of clients with complex and sophisticated programs.
Mentor and coach others, while also seeking mentoring for personal development.
Manage resolutions and deliver initiatives, servicing, and operational issue resolutions from basic to complex.
Participate in client initiatives such as financial institution mergers, new product pilots, promotions, and campaigns.
Partner with Client Growth Executives to advise clients on strategic planning, program management, solution delivery, new product delivery, issue resolution, and regulatory compliance.
Build relationships with business partners across the organization and coordinate their work to meet client and Velera standards.
Serve as a central contact among partners and maintain ongoing communication to support timely implementation of client initiatives.
Build client rapport, loyalty, and satisfaction at the operational level.
Develop and apply client, product, and industry knowledge.
Develop and deliver agendas and presentations to strengthen client partnerships.
Serve as the client's primary operational contact and expert liaison to Velera delivery and production teams.
Manage complex client interactions toward positive outcomes for clients and Velera.
Oversee resolution of implementation, operational, system, and application issues.
Develop and deliver updates to Velera senior leadership and client senior executives.
Consult with Client Growth Executives and internal departments on solution development.
Build detailed knowledge of each assigned client's product and service portfolio and advise on initiatives and change requests.
Communicate regularly with clients to assess service satisfaction and address day-to-day service delivery questions.
Provide status reporting to clients and lead communication on progress and open items.
Prepare status reports, client presentations, business reviews, and operational and service reporting.
Perform other duties as assigned.