Velera
Finance / FinServ
Manager,DisputesClientLiaison
Neural analysis suggests this role is
optimal for Mid candidates.
“Manager, Disputes Client Liaison at Velera. Skills: Client relationship management, Dispute resolution, Team leadership, Financial services operations. Lead and develop a team responsible for managing day‑to‑day client relationships related to disputes. Ensure consistent, high‑quality engagement and service delivery”
What You'll Achieve.
Ensure a consistent, high-quality client experience across dispute programs, initiatives and issue resolution; Drive meaningful change that improves outcomes for clients while aligning with Velera’s strategic objectives; Support client retention efforts by strengthening relationships, improving transparency, and reinforcing Velera’s value in disputes services
Industry & Context.
Problem-solving skills; Issue resolution; Synthesizing feedback, trends, and escalation insights into actionable insights
Ability to work in a fast-paced environment, Ability to occasionally lift/move up to 25 pounds, Regular and reliable attendance
What They're Looking For.
Must Have
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, executive presentation skills, Thorough knowledge of Visa/MasterCard procedures, FDR systems, PC Windows-based software experience, proficiency in Word, Excel and PowerPoint, Excellent communications skills, ability to build and maintain effective working relationships, Detail oriented with follow through, ability to organize and prioritize multiple projects, Ability to work in a fast-paced environment, manage multiple tasks in parallel, computer skills, with an emphasis on Microsoft Word, Excel, and PowerPoint
Nice to Have
Bachelor's degree in HR, Finance, or related field
What You'll Do.
Lead and develop a team responsible for managing day‑to‑day client relationships related to disputes
high‑quality engagement and service delivery
Set clear expectations
and performance standards for the client liaison team
and development support
Oversee client communications related to disputes
including escalations
performance discussions
Serve as a senior escalation point for complex or sensitive client matters
Guide the team through resolution
Coordinate cross‑functional support as needed
Build and maintain relationships with financial institution clients by understanding their dispute programs
and strategic objectives
Advocate for client‑driven enhancements
and program changes by synthesizing feedback
and escalation insights
Participate in client meetings
and periodic business reviews
Represent disputes with confidence and clarity
Monitor themes and trends across client interactions to proactively identify risks
and improvement areas
Maintain appropriate documentation related to client issues
Support client retention efforts by strengthening relationships
improving transparency
and reinforcing Velera’s value in disputes services
Provide direction and leadership to guide
mentor and develop staff ensuring compliance with processes and procedures
performance appraisals
counseling and termination of staff
Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement
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
and reporting risks within the scope of your work area
but not limited to Information Security risks
How You'll Work.
Team & Collaboration
Partners closely with internal Disputes, Product, Compliance, and Client Experience teams to ensure client needs and perspectives are effectively represented; Collaborate with internal Disputes, Product, Compliance, and Client Experience teams to align on client needs and ensure follow‑through on commitments; Coordinate cross‑functional support as needed; Collaborate to thrive
Communication Scope
Excellent communications skills; Executive presentation skills; Client communications; Represent disputes with confidence and clarity
Process & Methodology
Organize and prioritize multiple projects, Manage multiple tasks in parallel
Full Job Description
# **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 **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. **Day in the Life:** * 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 comp
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