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Research & Resolution Specialist II - Remote

May 29, 2026

<h1>Join the People Helping People</h1>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:This Research and Resolutions II will help create strategy, metrics, process improvement, and Organizational Change Management (OCM) of Client Service Delivery. Influencing and shaping the issue resolution model and serves as a Client Service Delivery key resolution point for critical issues.The Research and Resolution II role requires deep understanding of all Velera’s platforms, products, systems, processes and how they are used by Velera and our Financial Institutions (FIs). This position will serve as the subject matter expert for multiple LOBs: Credit, Debit, Member Services, and Digital and cross functional products. This role will develop processes, manage multiple simultaneous projects, and lead mitigation plans to respond to inquiries and solve multi-client impact issues in partnership with senior leadership. Identify and influence process improvements and efficiencies within Client Service Delivery and across the organization. Will assist with development of training resources and programs within Client Service Delivery to deliver a positive FI experience.Day in the Life:<ul><li>Work on critical inquiries and issues through the entire resolution lifecycle: Communication, Root Cause, Documentation, Improvement, Training, Trend analysis.</li><li>Participate in product releases and projects, documenting issues, anticipating client questions and needs and solving knowledge gaps.</li><li>Partner with Client Service Delivery Training to enhance and direct department focus to align with client needs and industry developments.</li><li>Perform research and analysis on complex product/service change requests and diagnose technical issues.</li><li>Perform in-depth analysis on inquiries, concepts and/or projects and provide appropriate consultation and feedback.</li><li>Create custom report queries using data mining tools from multiple products and services.</li><li>Serve as an advisor with appropriate BUs/Subject Matter Experts to ensure quality FI issue resolution and satisfaction.</li><li>Design and develop team reporting needs through continued development of tools such as Service Portal, Service Now, and Salesforce.</li><li>Provide recommendations regarding efficiency and continuous improvement initiatives.</li><li>Collect and analyze data to identify trends and make recommendation on enhancements to strategic/tactical planning and policies.</li><li>Interact with Financial Institution executives and personnel to ensure high levels of client satisfaction with Velera.</li><li>Demonstrating leadership behaviors and results that facilitate stakeholder collaboration, issue analysis, root cause identification resulting in actions to remedy/resolve associated impact to accomplish results to meet Client and Velera standards</li><li>Mentors and coaches the development of others and seeks mentoring from others for personal development</li><li>Develops rapport with internal and external business partners and demonstrates ability to work through other areas to accomplish results to meet Client and Velera standards</li><li>Demonstrates a solid foundation of client, product, and industry knowledge</li><li>Perform other duties as assigned</li></ul>Qualifications:<ul><li>Bachelor’s Degree in related field or combination of education and relevant experience required.</li><li>Experience Seven (7) years’ experience in client relationship management, product implementation or product management within the Financial Industry required.</li><li>Project management experience preferred.</li></ul> About VeleraAt Velera, inclusion isn’t an initiative – it’s how we work. Guided by a people‑helping‑people philosophy, we cultivate a culture where every employee feels valued, respected and empowered to do their best work. We’re committed to building a diverse workforce and fostering meaningful connection across our teams. Through a remote‑first, flexible environment, we prioritize psychological safety, wellbeing and belonging so individuals and teams can collaborate to thrive. Together, we’re shaping a new era of secure, innovative solutions for the clients and communities we serve. <a href="https://www.velera.com/careers" target="_blank" rel="noopener noreferrer">Learn more</a> about what it’s like to work at Velera.Pay Equity$75,800.00 - $96,700.00Actual Pay will be adjusted based on experience and other job-related factors permitted by law.Great Work/Life Benefits!<ul><li>Competitive wages</li><li>Medical with telemedicine</li><li>Dental and Vision</li><li>Basic and Optional Life Insurance</li><li>Paid Time Off (PTO)</li><li>Maternity, Parental, Family Care</li><li>Community Volunteer Time Off</li><li>12 Paid Holidays</li><li>Company Paid Disability Insurance</li><li>401k (with employer match)</li><li>Health Savings Accounts (HSA) with company provided contributions</li><li>Flexible Spending Accounts (FSA)</li><li>Supplemental Insurance</li><li>Mental Health and Well-being: Employee Assistance Program (EAP)</li><li>Tuition Reimbursement</li><li>Wellness program</li><li>Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions</li></ul>Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following <a href="https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf" target="_blank" rel="noopener noreferrer">"EEO is the Law" Poster</a>. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.Velera is an E-Verify Employer. Review the E-Verify Poster <a href="https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf" target="_blank" rel="noopener noreferrer">here</a>. For information regarding your Right To Work, please click <a href="https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf" target="_blank" rel="noopener noreferrer">here</a>.This role is currently not eligible for sponsorship.As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at <a href="mailto:recruiters@pscu.com" target="_blank" rel="noopener noreferrer">recruiters@velera.com</a> for assistance.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...