About The Position
The Contact Center Agent I - Bilingual 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.
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
- 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
Nice To Haves
- Some post high school education desirable.
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.
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
