Inbound Customer Service Representative- Remote

Velera

1d•Remote

About The Position

The Contact Center Agent I provides courteous and efficient service to credit union employees and/or members by applying knowledge of Velera’s organization and products. The role takes incoming member calls, uses tools and resources to address inquiries, maintains service quality and performance targets, and participates in training to build product knowledge. The agent is also accountable for meeting requirements for advancement through the career path. This is a remote role with an established hiring rate of $18.96 per hour; performance bonuses and shift and language differentials may also be available. The posting identifies a December 7 training start date, with second-shift schedules available only. Velera describes its work environment as remote-first and flexible, with an emphasis on inclusion, psychological safety, wellbeing, belonging, and collaboration. The role has no supervisory responsibility. Employees are expected to follow company policies and procedures, service standards, and applicable state and federal laws, while supporting Velera’s mission, values, and long-term objectives.

Requirements

High school diploma or equivalent.
Strong customer service skills.
Basic computer skills using Word, Excel, and Outlook.
Clear verbal and written communication and reading comprehension in English.
Ability to interpret information accurately and demonstrate problem-solving and analytical thinking skills.
Good judgment and decision-making ability.
Ability to work efficiently independently and as part of a team.
Ability to read, write, perform simple arithmetic, draw conclusions from written or computer-generated materials, and analyze data or report information for 5–8 hours per shift.
Ability to meet the stated physical demands, including sitting; using hands to finger, handle, or feel; talking or hearing; close vision; and occasionally lifting or moving up to 25 pounds.

Nice To Haves

Some post-high-school education is desirable.
Product knowledge including Memberview, Shared Branch, Hot Card, Connex Card Support, MS Custom, Call Center Console, or Springboard.

Responsibilities

Take incoming calls from members.
Navigate tools and resources to properly address member inquiries.
Maintain a high level of service and meet performance targets.
Remain composed and professional while adapting to difficult situations.
Develop and maintain productive working relationships with team members.
Promote and maintain a positive, professional image of Velera’s Call Centers.
Participate in product and procedure training, including classroom and on-the-job training, and review manuals and other resources to build product knowledge.
Maintain regular and reliable attendance.
Report identified risks to the appropriate team and/or management, and manage, monitor, and report risks within the scope of the work area, including information security risks.
Support Velera’s core values of Dedication, Collaboration, Belonging, Curiosity, and Integrity.
Deliver exceptional service to internal and external clients by doing what is right for credit unions.
Support the corporate mission, vision, core values, and long-term business objectives.
Support a workplace where every employee feels valued, respected, and connected.
Perform duties in accordance with company policies, procedures, service standards, and applicable state and federal laws.