VP, Dispute Client Experience

Velera

4d•$134,500 - $174,900

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 VP, Disputes Client Experience is responsible for defining and leading the end-to-end client facing disputes experience, ensuring every interation reflects Velera’s commitment to Inspired Service. This role owns how clients experience dispute intake, communication, escalation and resolution serving as the senior executive accountable for client trust, transparency and advocacy throughout the disputes lifecycle. The VP will lead teams responsible for incoming client tickets, ongoing client discussions and complex issue navigation while partnering closely with Disputes Operations, Industry Services and Strategy to influence outcomes on behalf of the client. This leader will act as the voice of the client within the Disputes organziation, translating needs into service strategy, experience design and continuous improvement initiatives that strengthen relationships and differentiate Velera. Day in the Life: 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.

Requirements

Bachelor degree in Business, Management, or related field, or equivalent combination of education and experience required.
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.

Responsibilities

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.