Inbound Customer Service Representative

3 hours ago

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Velera

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Credit Processing • Debit Processing • ATM Network • Fraud & Risk Management • Recovery Solutions

1001 - 5000

Description

• Take inbound and outbound calls from credit union members and assist them with resolving account issues and financial inquiries. • Build rapport, provide excellent customer service, and help to impact people in a positive way. • Identify and escalate any issues to Management that may cause a disruption in providing high quality customer service.

Requirements

• High School Diploma or equivalent required • 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 • 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 • Display dependability with a good attendance record • Have strong technical troubleshooting skills • Possess ability to multitask and navigate through multiple systems

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