Contact Center Agent (On-Site In West Des Moines)

THE OPPORTUNITY:

We are seeking a talented Contact Center Agent I who 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 necessary requirements for agent advancement via career path.

• Hours 12:30-9pm, weekend 10:30-7pm

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.

WHAT YOU CAN LOOK FORWARD TO:

• Takes incoming calls from members. Navigates tools and resources to properly address member inquiries.

• Maintains high level of service with members and meets performance targets.

• Maintains composure and demonstrate 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 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.

WHAT YOU'LL NEED TO SUCCEED:

• 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.

• 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.

REQUIRED EDUCATION and EXPERIENCE:

• High school diploma or equivalent.

• Some post high school education desirable.

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THE PERKS

• Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.

• Great Work/Life Benefits

• Paid Time Off (PTO), Maternity, Parental, Family Care, Adoption Leave Programs, Community Volunteer Time Off, and 12 Paid Holidays.

• Health benefits - medical, dental, & vision plus wellness programs and gym reimbursements.

• 401K with generous company match.

• Tuition reimbursement.

• Engagement Resource Groups

• Women in Tech, Pride Alliance, Black Financial Technology Professionals, Veterans, and more to come.