Contact Center Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Receive incoming calls from members

• Utilize tools and resources to resolve member inquiries

• Uphold high service standards and achieve performance goals

• Maintain composure and professionalism in challenging situations

• Build and sustain effective relationships with team members

• Enhance and uphold a positive, professional image of Velera’s call centers

• Engage in both classroom and on-the-job training for products and procedures

• Study manuals and resources to deepen product knowledge

• Report any identified risks to the relevant team or management

• Oversee, monitor, and report risks within the workplace, including Information Security risks

• Deliver outstanding service to both internal and external clients

• Align with the corporate mission, vision, core values, and business goals

• Contribute to a workplace culture where employees feel valued, respected, and connected

• Execute duties in accordance with company policies, procedures, service standards, and applicable laws

⛳️ Requirements

• High school diploma or equivalent qualification

• Basic computer proficiency in Word, Excel, and Outlook

• Excellent customer service abilities

• Proficient verbal and written communication with strong reading comprehension in English

• Capability to interpret information accurately

• Strong problem-solving and analytical thinking skills

• Sound judgment and decision-making abilities

• Ability to work effectively both independently and collaboratively within a team

• Familiarity with products including Memberview, Shared Branch, Hot Card, Connex Card Support, MS Custom, Call Center Console, or Springboard

• Competence in reading, writing, performing basic arithmetic, drawing conclusions from written or computer-generated materials, and analyzing data or reports for 5–8 hours per shift

• Consistent and dependable attendance

• Capacity to sit, use hands to finger/handle/feel, and communicate verbally or audibly

• Close vision capability

• Ability to occasionally lift or move up to 25 pounds

• Must adhere to company policies, procedures, service standards, and state and federal regulations

• This position is not currently eligible for sponsorship

🏝️ Benefits

• Performance bonuses

• Shift differentials

• Language differentials

• Medical insurance with telemedicine services

• Dental and vision coverage

• Basic and optional life insurance

• Paid Time Off (PTO)

• Maternity, parental, and family care benefits

• Community Volunteer Time Off

• 12 paid holidays

• Company-paid disability insurance

• 401(k) plan with employer matching

• Health Savings Accounts (HSA) with company contributions

• Flexible Spending Accounts (FSA)

• Supplemental insurance options

• Employee Assistance Program (EAP)

• Tuition reimbursement

• Wellness program

• Remote-first, flexible work environment

• Reasonable accommodations for individuals with disabilities