Velera Is Hiring A Spanish Bilingual Inbound Customer Service Rep

Join the People Helping People 🌟

Velera is the nation’s leading payments credit union service organization (CUSO) and a provider of innovative fintech solutions. Serving over 4,000 financial institutions across North America, we operate with velocity to keep our clients ahead in the fast-evolving world of financial services. Our mission: Accelerate partners’ success through innovative technology and inspired service.

Upcoming Training Start Date 🗓️

October 27th, 2025

Second shift schedules are available.

Compensation: $17.87/hr + BONUS

Spanish bilingual representatives will enjoy an additional $1.00/hr language differential.

Basic Function ✨

In one of the most vital roles in our organization, you'll handle inbound and outbound calls from credit union members, assisting them with resolving account issues and financial inquiries. Your goal is to build rapport, provide exceptional customer service, and positively impact people’s lives.

The Inbound Customer Service Representative will:

• Identify and escalate issues to management that may impact service quality
• Use multiple applications to support various product types within your skill set

Essential Functions & Responsibilities 🎯

• Exercise discretion and good judgment, making sound business decisions and analyzing system records
• Communicate effectively in verbal and written formats, maintaining politeness, courtesy, and composure
• Explain complex topics clearly and concisely
• Respond to incoming inquiries for all product and call types within your skill set
• Professionally answer questions and resolve complex issues
• Assist peers and mentor new agents
• Maintain minimum performance standards across key metrics
• Share insights on member, client, and agent trends with management
• Process time-sensitive data promptly
• Maintain thorough knowledge of products, regulations, and payment network requirements
• Adapt schedule as needed, including supporting evening shifts
• Perform other duties as assigned

Work at Home Technology Requirements 💻

• A secure, distraction-free home office environment
• Reliable internet connection (preferably cable or fiber) with at least 100 Mbps download and 30 Mbps upload speeds — verify using speedtest.net
• Computer must be hardwired directly to the modem via Ethernet — Velera provides a 25’ Ethernet cord
• Access to a smart device (phone or tablet) with OS version 8.0+ or iOS 15.0+ (devices cannot be jail-broken)
• Velera reserves the right to request proof of internet provider and service details

Physical Demands 🏋️‍♂️

• Regularly sit, use hands, handle objects, and communicate verbally or in writing
• Visual acuity for close work
• Occasional lifting/moving up to 25 pounds
• Reasonable accommodations available for individuals with disabilities

Position Specifications 📋

Education 🎓

High school diploma or equivalent required.

Experience 🕑

• Minimum of 2 years in customer service or 1 year in a call center preferred
• Proficiency with PC/Windows, Word, and Excel
• Full training will be provided on various products including systems for member service, card services, digital wallets, bill pay, and more

Knowledge, Skills, & Abilities 🌟

• Demonstrate Velera values: Dedication, Collaboration, Belonging, Curiosity, and Integrity
• Willingness to learn, detail-oriented, positive attitude, adaptable to change
• Strong member focus with empathetic approach
• Effective communication with peers, leaders, and members
• Good judgment and decision-making skills
• Exceptional listening, questioning, call control, and de-escalation techniques
• Proactive, organized, and time-managed
• Dependable with excellent attendance
• Strong technical troubleshooting skills
• Ability to multitask and navigate multiple systems
• Ability to sit for extended periods handling high-volume calls

About Velera ❤️

At Velera, we are dedicated to creating an inclusive workplace where every employee feels valued, respected, and connected. We celebrate diversity and strive to reflect the communities we serve by fostering a safe environment for authentic self-expression, community building, and professional growth. Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

Pay Equity 💰

Starting at $15.00 to $18.03/hour

Actual pay will be adjusted based on experience and other factors in accordance with legal standards.

Great Work/Life Benefits 🎉

• Competitive wages
• Medical coverage with telemedicine
• Dental and Vision plans
• Basic and Optional Life Insurance
• Paid Time Off (PTO)
• Maternity, Parental, and Family Care leave
• Community Volunteer Time Off
• 12 Paid Holidays
• Company-Paid Disability Insurance
• 401(k) with employer matching
• Health Savings Accounts (HSA) with company contributions
• Flexible Spending Accounts (FSA)
• Supplemental Insurance options
• Mental health support via Employee Assistance Program (EAP)
• Tuition Reimbursement
• Wellness programs

Equal Opportunity & Compliance ⚖️

Velera is an Equal Opportunity Employer, committed to nondiscrimination based on race, religion, gender, age, veteran status, disability, and other protected categories. We adhere to the "EEO is the Law" poster and comply with E-Verify requirements. Review the E-Verify Poster and learn more about your Right to Work.

This role is not currently eligible for sponsorship.

For accommodations related to disabilities, contact recruiters@velera.com.