Research & Resolution Specialist II - Remote

About the role

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: Work on critical inquiries and issues through the entire resolution lifecycle: Communication, Root Cause, Documentation, Improvement, Training, Trend analysis. Participate in product releases and projects, documenting issues, anticipating client questions and needs and solving knowledge gaps. Partner with Client Service Delivery Training to enhance and direct department focus to align with client needs and industry developments. Perform research and analysis on complex product/service change requests and diagnose technical issues. Perform in-depth analysis on inquiries, concepts and/or projects and provide appropriate consultation and feedback. Create custom report queries using data mining tools from multiple products and services. Serve as an advisor with appropriate BUs/Subject Matter Experts to ensure quality FI issue resolution and satisfaction. Design and develop team reporting needs through continued development of tools such as Service Portal, Service Now, and Salesforce. Provide recommendations regarding efficiency and continuous improvement initiatives. Collect and analyze data to identify trends and make recommendation on enhancements to strategic/tactical planning and policies. Interact with Financial Institution executives and personnel to ensure high levels of client satisfaction with Velera. 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 Mentors and coaches the development of others and seeks mentoring from others for personal development 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 Demonstrates a solid foundation of client, product, and industry knowledge Perform other duties as assigned