Join the People Helping People

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.

Upcoming Training Start Dates:

October 27, 2025; second shift schedules available

$17.87/hr + PERFORMANCE BONUS, Shift and Language Differential

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 - B