Note: The job is a remote job and is open to candidates in USA. Velera, a payments and financial technology provider serving credit unions, is hiring an Inbound Customer Service Representative to provide courteous, efficient service to credit union employees and members. The role handles incoming calls, responds to member inquiries, and meets service and performance targets.
Responsibilities
- Takes incoming calls from members
- Navigates tools and resources to properly address member inquiries
- Maintains a high level of service with members and meets performance targets
- Maintains composure and demonstrates a calm, professional position while adapting to difficult situations
- Develops and maintains productive working relationships with team members
- Promotes and maintains a positive, professional image of Velera's Call Centers
- Participates in product and procedure training in classroom, on the job training, and reviews all available manuals and resources to acquire and increase product knowledge
- 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
- Responsible for ensuring that exceptional service is delivered to both internal and external clients by doing what’s right for credit unions
- Demonstrate enthusiastic support of corporate mission, vision, core values and long-term business objectives
- Support a workplace where every employee feels valued, respected, and connected
- Perform job duties within the company’s policies, procedures, service standards and the state and federal laws
Skills
- High school diploma or equivalent
- Basic Computer Skills using Word, Excel, Outlook
- Strong customer service skills
- Clear verbal communication, written communication, and reading comprehension in English
- Ability to accurately interpret information as well as demonstrate problem solving and analytical thinking skills
- Application of good judgment and decision making
- Ability to work efficiently both independently and as part of a team
- Product knowledge is to include but not limited to: Memberview, Shared Branch, Hot Card, Connex Card Support, MS Custom, Call Center Console or Springboard
- This role is currently not eligible for sponsorship
- Some post high school education desirable
Benefits
- Performance bonuses, shift differentials, and language differentials may be available.
- 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
- Remote-first, flexible environment
Company Overview