Title: Collection Representative II Location: Remote-USA 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 Collection Representative II utilizes various collection strategies and methodologies to contact consumers and negotiate payment in full, settle the account or establish payment arrangements on delinquent debt. This role manages a complete portfolio of charged-off accounts with principal balances of $2,501 and greater, requiring effective negotiation skills and strict compliance with all regulatory and company policies. The representative must have a solid understanding of credit bureau reporting (CBR) and leverage it in skip tracing efforts when appropriate, while also identifying resources to assist members in resolving their obligations and can incorporate that into their discussion. Day in the Life: - Review accounts in the assigned queue to determine the next course of action to resolve delinquent accounts. - Manage a portfolio of charged-off accounts with principal balances of $2,501 and greater. - Utilize various collection strategies and skip tracing techniques to locate right parties when necessary. - Apply knowledge of credit bureau reporting (CBR) to support skip tracing efforts and incorporate CBR insights into member discussions. - Identify and provide resources to assist members in resolving their obligations. - Negotiate payment terms, settlements, or payment arrangements in accordance with established guidelines, using probing questions to understand and overcome objections. - Establish and maintain payment arrangements consistent with company standards. - Dorm, close, and make recommendations on accounts in line with established guidelines. - Make second voice calls as necessary to assist other collectors. - Follow up on specific accounts that meet department criteria to ensure all work has been completed. - Evaluate accounts where resolution is not possible and recommend for further review when appropriate. - Participate actively in monthly continuous improvement training sessions to enhance collection techniques and adapt to new challenges. - Maintain thorough knowledge of FDCPA and ensure compliance with all regulatory and company policies. - Accurately and promptly document all account activity. - Perform other duties as assigned. Qualifications: - Minimum (1) year collections or sales experience preferred Education: - High school education or GED equivalent About Velera At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners. Learn more about our commitment to Diversity, Equity, and Inclusion HERE! Pay Equity $15.87 - $19.81 Actual Pay will be adjusted based on experience and other job-related factors permitted by law. Great Work/Life Benefits! - Competitive wages - Medical with telemedicine - Dental and Vision - Basic and Optional Life Insurance - Paid Time Off (PTO) - Maternity, Parental, Family Care - Community Volunteer Time Off - 12 Paid Holidays - Company Paid Disability Insurance - 401k (with employer match) - Health Savings Accounts (HSA) with company provided contributions - Flexible Spending Accounts (FSA) - Supplemental Insurance - Mental Health and Well-being: Employee Assistance Program (EAP) - Tuition Reimbursement - Wellness program - Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions 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 "EEO is the Law" Poster. 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.

Provide direct patient care and support, conduct assessments and care plans, educate patients on treatment, and collaborate with healthcare professionals to ensure comprehensive care in a dynamic ambulatory environment.

• Lead customer care operations and oversee end-to-end insurance claims handling within an automotive-focused environment. • Ensure customers are supported efficiently while claims are handled accurately and without delay. • Bring structure, visibility, and accountability to customer interactions and claims workflows. • Own the quality of conversations and speed and accuracy of claims handling. • Manage and coordinate teams across departments and regions, ensuring smooth handoffs between customer care and claims processing. • Directly involved in customer communication for escalations or complex cases.

Role Description We're looking for a Call Centre Manager to lead and optimise a high-performance support and claims operation focused on vehicle insurance and automotive services. You’ll oversee daily call centre performance, manage agents, and ensure customer interactions are handled efficiently, professionally, and in line with business standards. - This role exists to bring structure, accountability, and performance visibility to the call centre. - You’ll ensure calls are handled correctly, claims are processed smoothly, and customers receive clear, timely support without issues being missed, delayed, or escalated unnecessarily. - You’ll manage team output, monitor KPIs, improve processes, and act quickly when performance drops. - You’ll be responsible for building a reliable operating rhythm across inbound/outbound calls, claims handling, and repair coordination ensuring the team consistently meets service levels while maintaining accuracy and customer satisfaction. - This is a hands-on management role for someone who understands insurance workflows, call centre dynamics, and how to run a tight operation. Qualifications - 3–6+ years of experience in call centre operations, with at least 1–2 years in a management or supervisory role. - Strong experience in vehicle insurance, insurance claims management, or automotive repair coordination. - Proven ability to manage call centre KPIs (call handling time, resolution rates, customer satisfaction, etc.). - Experience overseeing both inbound and outbound call operations. - Ability to manage, coach, and hold agents accountable to performance standards. - Strong understanding of claims processes, documentation, and customer handling in insurance environments. - Experience identifying operational gaps and implementing process improvements. - Ability to handle escalations and resolve complex customer issues effectively. - Strong organisational and reporting skills — able to track performance and maintain visibility across operations. - Experience working with CRM systems, dialers, and call centre software. - Excellent spoken and written English. - Ability to work aligned with Central Standard Time (9 AM – 5 PM). - Self-directed operator who can run daily operations without constant oversight. - High attention to detail, especially in claims handling and documentation accuracy. Benefits - Competitive salary based on experience. - Fully remote role with structured working hours. - Direct ownership of call centre performance and operational outcomes. - Opportunity to build and optimise a high-functioning support and claims team. - High-impact role with clear visibility into business operations and customer experience.