[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

• 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.

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.