Spanish Bilingual Inbound Customer Service Representative- Remote

📋 Description

• • As a Spanish Bilingual Inbound Customer Service Representative at Velera, you will be the primary point of contact for credit union employees and members, providing exceptional service and support through inbound calls.
• • You will leverage your comprehensive knowledge of Velera's organization, products, and services to address a wide range of inquiries, ensuring accurate and efficient resolutions.
• • This role is crucial in maintaining Velera's reputation as a premier payments credit union service organization (CUSO) and integrated fintech solutions provider, serving over 4,000 financial institutions across North America.
• • Your primary responsibility will be to deliver courteous and efficient service, acting as a vital link between our partners and our innovative financial technology solutions.
• • You will be expected to meet and exceed performance targets, including key performance indicators (KPIs) related to call handling, customer satisfaction, and resolution rates, which are essential for career advancement within our established career path.
• • A significant aspect of your role will involve navigating various internal tools and resources to effectively research and resolve member inquiries, demonstrating strong problem-solving skills and attention to detail.
• • Maintaining a consistently high level of service is paramount, ensuring every interaction leaves a positive and lasting impression on our members and credit union partners.
• • You will be tasked with managing challenging situations with composure, demonstrating a calm, professional demeanor, and adapting effectively to diverse member needs and concerns.
• • Building and maintaining productive working relationships with your team members is key to fostering a collaborative and supportive work environment.
• • You will actively contribute to promoting and upholding a positive, professional image of Velera's Contact Centers through every customer interaction.
• • Continuous learning is a core expectation; you will actively participate in product and procedure training sessions, both in classroom settings and on-the-job, and diligently review all available manuals and resources to expand and deepen your product knowledge.
• • This role requires a commitment to understanding and applying Velera's mission: to accelerate partners’ success through innovative financial technology solutions and inspired service.
• • You will be instrumental in helping our clients keep pace with the rapid momentum of change in the financial services industry and fuel growth in the new era of financial services.
• • The position offers the opportunity to work remotely within the USA, providing flexibility while maintaining a high standard of operational excellence.
• • You will be part of a company that values diversity, equity, and inclusion, striving to create a workplace where every employee feels valued, respected, and connected, reflecting the diverse consumers we serve.
• • Your contributions will directly impact the satisfaction and success of credit union members and employees, reinforcing Velera's commitment to the 'People Helping People' philosophy.
• • You will handle inbound calls, requiring active listening skills and the ability to quickly understand and address customer needs.
• • Problem-solving will be a daily activity as you troubleshoot issues and provide solutions related to financial services and technology.
• • Adherence to company policies and procedures will be essential to ensure compliance and maintain service quality.
• • You will contribute to team goals and objectives, working collaboratively to achieve departmental targets.
• • The role involves utilizing various software applications and communication platforms to manage customer interactions effectively.
• • You will be expected to adapt to evolving product offerings and service protocols, demonstrating a willingness to learn and grow within the role.
• • This position is ideal for individuals who are passionate about customer service, possess strong communication skills in both English and Spanish, and are eager to contribute to a leading fintech solutions provider.
• • You will play a key role in enhancing the member experience by providing timely, accurate, and empathetic support.
• • The opportunity to grow within the company is significant, with a clear career path designed for agent advancement based on performance and skill development.
• • You will be part of an organization that is dedicated to innovation and excellence in the financial services sector.
• • Your ability to communicate complex information clearly and concisely will be vital in assisting members with their financial inquiries.
• • This role requires a proactive approach to identifying potential issues and offering solutions before they escalate.
• • You will be a brand ambassador for Velera, representing the company's values and commitment to service excellence in every interaction.
• • The remote nature of the position requires self-discipline, time management skills, and the ability to work independently while staying connected with the team.
• • You will receive comprehensive training to ensure you are well-equipped to handle the responsibilities of the role and succeed in your career at Velera.