Contact Center Agent

Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.

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.

• High school diploma or equivalent.
• Some post high school education desirable.

• 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.

• →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.

• 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.
  

At Velera, inclusion isn’t an initiative – it’s how we work. Guided by a people‑helping‑people philosophy, we cultivate a culture where every employee feels valued, respected and empowered to do their best work. We’re committed to building a diverse workforce and fostering meaningful connection across our teams. Through a remote‑first, flexible environment, we prioritize psychological safety, wellbeing and belonging so individuals and teams can collaborate to thrive. Together, we’re shaping a new era of secure, innovative solutions for the clients and communities we serve. Learn more about what it’s like to work at Velera.