Inbound Customer Service Representative

Join the people helping people. 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. For people drawn to serving others through their work, PSCU is a place to thrive, as we serve our credit union members best by taking care of each other first. PSCU is a proud recipient of the 2023 Gallup Exceptional Workplace Award and has been named to the Forbes list of America’s Best Midsize Employers 2023 ! These recognitions reflect the strength of our culture and core values, which help PSCU grow, evolve and foster a highly engaged workforce. If you want to help shape an industry, challenge yourself, and invest in your own future, this is the place for you. PSCU is a highly accessible environment where you’re empowered to think on your feet, work from your heart, and discover the very best version of your professional and personal self. “Our Momentum. Your Moment.” This application is the first step in seizing your moment. Training Start Date: June 24th, 2024 Production Schedule: Mid-day and Second Shift Schedules available, must be able to work weekends Full Time Work at Home Customer Service Representative Our Momentum. Your Moment. Overview At PSCU, it is important that our representatives have the necessary skills to succeed in their roles and best serve our members. For that reason, we invest heavily in both formal and informal training and development. We offer 100% remote work and a strong encouraging culture where diversity, equity, and inclusion are the framework for our success. With effective soft skills and structured paid training, successful representatives must:

• Demonstrate ability and willingness to learn, strong attention to detail, positive attitude, and ability to be flexible and embrace change
• Maintain a strong member focus, deep-rooted in empathy
• Communicate effectively with peers, leaders, and members
• Exercise good judgment and independent decision-making skills
• Exhibit outstanding listening, questioning, call control, and de-escalation techniques
• Be proactive, have effective time management and organizational skills
• Display dependability with a good attendance record
• Have strong technical troubleshooting skills
• Possess ability to multitask and navigate through multiple systems
• Sit in front of a PC/ monitor, taking high-volume phone calls, for extended periods of time

Basic Qualifications

• High school diploma, GED, or equivalent certification
• Minimum of 2 years of customer service experience or 1 year of call center experience
• PC windows based software experience required with basic knowledge of Word and Excel

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 50 Mbps download and 10 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. PSCU will provide a 25’ standard-length Ethernet cord.
• Access to a smart device (phone or tablet) with OS version 6.0 or greater or for Apple device IOS version 11 or greater (device cannot be rooted or jail-broken)
• PSCU reserves the right to request proof of internet provider, speed, and service package from the representative

Work Schedule The contact center is a 24/7 operation. PSCU works to offer a variety of weekly shifts, including non-traditional business hours, weekends, and holidays. Compensation

• $17.35 per hour with monthly bonus opportunities
• Shift differential for non-traditional hours, ranging from + $1.25 to $1.75 per hour
• + $2 per hour language premium as required for fluency in Spanish

#HiringNow #Readytowork #RTW #Immediatelyhiring
Pay Equity PSCU is committed to pay equity and a competitive benefits package. The hiring amount for this position based on relevant experience and internal equity; the pay range is: $36,088.00 to $36,088.00

• Note: The amount shown is based on full time annual salary and would be prorated based on role.

In addition this position is eligible for an incentive plan, based on performance. Benefits At PSCU, everything we do recognizes the fact that our employees are our most important asset. That’s why we are committed to a work/life integration that goes above and beyond to ensure that you have quality time at home with your family and/or to pursue outside interests and aspirations. We back this up with generous PTO, the opportunity to work remotely, flexible scheduling, and a management team that understands how to adjust when the unexpected curveballs of life happen. Check out the comprehensive benefits PSCU has to offer that further solidifies our reputation as a company that just “gets it” when it comes to balancing life’s planned and unplanned events while equipping you with all the tools for growth. PSCU offers:

• Beautiful, state-of-the-art campus
• Endless opportunities for advancement
• Competitive wages
• Generous paid time off and paid holidays

Our benefits package includes:

• Medical with telemedicine, no-cost diabetes supply program, and expert medical opinion services
• Dental and Vision
• Basic and Optional Life Insurance
• Company Paid Disability Insurance
• 401k (with employer match)
• Health Savings Accounts (HSA) with company provided contributions
• Flexible Spending Accounts (FSA)
• Supplemental Insurance
• Legal Plan
• Pet Insurance
• Adoption Assistance Plan
• Mental Health and Well-being: Employee Assistance Program (EAP)
• Mental health and Well-being: Virtual mental health support and resources
• Tuition Reimbursement
• Wellness program
• Back-up child care program
• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

PSCU is committed to health and safety of all who enter our workplace. If this position requires you to report onsite at a PSCU location, employee attentiveness and cooperation with PSCU Employee Safety Workplace Protocols is critical. Please Note: For roles with certain levels of travel and/or company car usage, PSCU will require a completed Motor Vehicle Record Check, valid drivers license, and proof of insurance at time of hire and annually. All applications are reviewed by an AIRS Certified Diversity and Inclusion Recruiter. PSCU is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. PSCU is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster and the "EEO is the Law" Poster Supplement . PSCU will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information. PSCU is an E-Verify Employer. Review the E-Verify Poster here (English and Spanish). For information regarding your Right To Work, please click here (English and Spanish poster). As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@pscu.com for assistance.