[Hiring] Inbound Customer Service Representative @Velera

Role Description

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.

• 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.

Requirements

• 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.
• 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.
• Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity, and Integrity.

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.