Inbound Customer Service Representative- Remote

Velera is the nation’s premier payments credit union service organization and an integrated fintech solutions provider. The Contact Center Agent I will be responsible for providing courteous and efficient service to Credit Union employees and members while meeting 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

Requirements:

• 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
• 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
• Some post high school education desirable