Inbound Customer Service Representative

Velera; USA; Remote; USD 22.000 - 31.000; Vollzeit

Benefits dieser Stelle

Medical with telemedicine

Dental and Vision

Paid Time Off (PTO)

401k with employer match

HSA with company contributions

Flexible Spending Accounts (FSA)

Mental Health and Well-being: EAP

Zusammenfassung

Velera, a premier payments CUSO and fintech solutions provider, is hiring a Contact Center Agent I in the United States. You will handle member inquiries, navigate systems, and uphold exceptional service while meeting performance targets.

This remote-first role offers training, growth, and benefits such as bonuses and language differentials. Responsibilities include handling calls, learning Velera products, maintaining a professional demeanor, and contributing to a positive team environment.

Qualifikationen

• High school diploma or equivalent.
• Some post high school education desirable.

Aufgaben

• Takes incoming calls from members.
• Navigates tools and resources to address inquiries.
• Maintains a high level of service and meets performance targets.
• Maintains composure and professionalism in difficult situations.
• Develops and maintains productive working relationships with teammates.
• Promotes Velera's Call Centers and its image.
• Participates in training to increase product knowledge.

Kenntnisse

Customer service

Clear communication

Analytical thinking

Problem solving

Teamwork

Independent work

Ausbildung

High school diploma or equivalent

Tools

Word

Excel

Outlook

Jobbeschreibung

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.

Upcoming Training Start Dates: December 7th - Second shift schedules available only $18.96/hr + PERFORMANCE BONUS, Shift and Language Differential

The Opportunity

The Contact Center Agent I will be responsible for applying knowledge of Velera's organization and products to provide courteous and efficient service to Credit Union employees and or Credit Union members. In addition, the Contact Center Agent I will be accountable for meeting performance targets and requirements for agent advancement via career path.

Day in the Life

• 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.

Qualifications

High school diploma or equivalent. Some post high school education desirable.

Physical Demands

• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.
• Specific vision abilities required by this job include close vision.
• Ability to occasionally lift/move up to 25 pounds.
• Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.

Knowledge, Skills, & Abilities

• 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.

While performing duties of this job, employee is regularly required to do the following: read, write, simple arithmetic, draw conclusions from written or computer-generated materials, analyze data or report information 5-8 hours per shift

Additional Essential Functions and Responsibilities

• 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.

Service Standards

• 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.

About Velera

At 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. Learn more about what it's like to work at Velera.

Pay Rate

Pay Rate: $18.96/hour This is the established hiring rate for the position. Additional compensation opportunities may be available through performance bonuses, shift differentials, and language differentials.

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.

EEO & Diversity

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.

Velera is an E-Verify Employer. Review the E-Verify Poster here. For information regarding your Right To Work, please click here. This role is currently not eligible for sponsorship. As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at [e-mail] for assistance.

Culture & Values

United by Purpose Our employees are united by a people-helping-people purpose that guides how we show up every day. A culture rooted in taking ownership and doing what's right has fostered long-term dedication and earned Velera recognition for both our inclusive culture and commitment to excellence. Your Story Shapes Our Culture Connection and recognition are core to who we are. We cultivate inclusion, celebrate employees who live our values and create meaningful opportunities for engagement that build strong relationships and a true sense of belonging across our teams. Remote by Design Our remote-first culture is built for collaboration, flexibility and connection - bringing people together in person when it matters. Flexible time off and healthy working norms support wellbeing and psychological safety, while integrity-driven leadership empowers you to do your best work. Strength in Stability With more than 40 years of fintech innovation, Velera offers the stability of a trusted legacy with the momentum of forward-thinking solutions. We enable thousands of financial institutions and the communities they serve through secure, leading-edge technology and partnership. Explore velera.com to learn more about how Velera is advancing our purpose of accelerating partners' success through innovative financial technology and inspired service.