Inbound Customer Service Representative - Remote

Join the People Helping People

PSCU/Co-op Solutions is now Velera! PSCU and Co-op Solutions became a single entity on January 2, 2024, and our new company name was announced on May 7, 2024. Our new brand represents our combined company’s shared mission and unique ability to drive velocity and positive momentum for credit union success in a new era of financial services.

Upcoming Training Start Dates:

January 27, 2025

February 3, 2025

February 10, 2025

Basic Function
In one of the most important roles in our organization, you will take inbound and outbound calls from credit union members and assist them with resolving account issues and financial inquiries.

You will build rapport, provide excellent customer service, and help to impact people in a positive way.

The Inbound Customer Service Rep will identify and escalate any issues to their Management that may cause a disruption in the day to day flow of providing high quality customer service to all internal and external customers.

This position will be responsible for using multiple applications for all product types within their skill set.

Essential Functions & Responsibilities

• Exercise discretion and good judgment, make sound business decisions, analyze system records, and adjust to change.
• Communicate effectively in verbal and written formats, speaking in a polite, courteous and calm manner at all times.
• Explain complex topics in a clear and concise manner.
• Respond to incoming inquiries for all product and call types within their skill set.
• Professionally answer general questions and resolve complex issues.
• Provide assistance to peers and mentor newer agents.
• Maintain minimum performance standards for all key performance metrics.
• Communicate member, client and agent trends and training opportunities to management.
• Process time sensitive data/information in a timely manner.
• Maintain thorough knowledge of products, regulations, MasterCard and Visa requirements.
• TMC Representative I may be required to change their schedule to accommodate the business need, including changing day of week coverage and/or supporting evening shifts.
• Perform other duties as assigned.

Work at Home Technology Requirements

• A secure home office environment that is free from background noise and distractions

• Proven and reliable private internet connection that is not supplied by the use of cellular data (hot spot)

  • Cable or fiber connections are preferred

  • Internet service download speeds must be at least 100 Mbps download and 30 Mbps upload - check your download speed using a speed test. To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer

• Your computer will need to be hardwired and connected directly to your modem via an Ethernet cord. Velera will provide a 25’ standard-length Ethernet cord.

• Access to a smart device (phone or tablet) with OS version 8.0 or greater or for Apple device IOS version 15.0 or greater (device cannot be rooted or jail-broken)

• Velera reserves the right to request proof of internet provider, speed, and service package from the representative

Physical Demands

• 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.

Position Specifications
Education
High School Diploma or equivalent required.

Experience
Minimum of 2 years of customer service experience or 1 year of call center experience preferred.

PC/Windows based software experience required with basic knowledge of Word and Excel applications.

Must obtain full training on one of the products outlined below: - Member Service Product Requirements - Member Service General - Member Service STAR - Card Service Product Requirements - Card Service Basic - Premium Card - Digital Wallet - Bill Pay Product Requirements - Bill Pay 1 - Bill Pay 2

Knowledge, Skills, & Abilities

• Demonstrate behaviors based on Velera values: Excellence, Innovation, Leadership, Passion, Trust and Diversity, Equity, & Inclusion
• Ability and willingness to learn, have strong attention to detail, positive attitude, and ability to be flexible and embrace change
• Maintain a strong member focus, deep-rooted in empathy
• Communicate effectively with peers, leaders, and members
• Exercise good judgment and independent decision-making skills
• Exhibit exceptional listening, questioning, call control, and de-escalation techniques
• Be proactive, have effective time management and organizational skills
• Display dependability with a good attendance record
• Have strong technical troubleshooting skills
• Possess ability to multitask and navigate through multiple systems
• Sit in front of a PC/ monitor, taking high-volume phone calls, for extended periods of time

About Velera

At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners.   Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

Pay Equity

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Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life 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

Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster and the "EEO is the Law" Poster Supplement. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

Velera is an E-Verify Employer. Review the E-Verify Poster here (English and Spanish). For information regarding your Right To Work, please click here (English and Spanish poster).

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@pscu.com for assistance.