Contact Center Representative

📍 Quarry Lake Headquarters - Austin, TX 78759

Overview

Position Type:

Full Time

Category:

Customer Service

Description

Contact Center Representative

Are you passionate about helping people and making a real difference in their financial journey? At Velocity, we're looking for dynamic, service-driven individuals who are passionate about building lasting relationships and helping members achieve their financial goals. If you enjoy problem-solving, providing personalized service, and connecting with others, this could be the perfect opportunity for you!

At Velocity, we're committed to helping our members and their families achieve more by delivering exceptional service and value. Our culture is rooted in empathy, collaboration, and a shared sense of purpose. We believe in meeting people where they are, staying curious, and working together to create better outcomes. Every day, we strive to make a positive impact on our members, their families, and the communities we serve.

What you bring to the team:

• High school diploma or equivalent required; specialized training in financial institution operations preferred.
• One year of direct customer service experience required.
• One year of call center experience preferred.
• Previous experience working in a financial institution or credit union call center preferred.
• Excellent verbal, written, and active listening skills.
• Strong computer proficiency and experience using common office applications and equipment.
• Passion for helping others and delivering exceptional member experiences.
• Ability to work in a fast-paced environment with strong attention to detail.
• Strong problem-solving skills with the ability to research issues, resolve concerns, and determine when escalation is appropriate.
• Adaptable team player who values collaboration, knowledge sharing, feedback, and continuous learning.
• Flexibility to work department hours, including Saturdays.

Your day-to-day:

As our members’ first point of contact, you’ll be the pleasant, professional, and friendly voice of Velocity, providing exceptional service, resolving financial matters, and educating our members about products and services that will enhance their financial well-being. This position is not currently remote and will need to report to the Austin, TX Velocity headquarters. Opportunities to work remotely may be available after initial training period.

Why Velocity?

At Velocity, our mission is to provide our members personalized service and unique value as their local banking alternative. We take pride in our work culture, exemplify our core values daily, and stand by the credit union philosophy of People Helping People to continue to drive our vision of making a positive impact on our members and their financial goals.

This position offers competitive pay, great benefits including medical/dental/vision, 401(k) with matching, flexible spending accounts, a fun working environment and culture, generous paid time off, company-paid life insurance and disability, referral bonuses, paid holidays, discounted gym membership, tuition reimbursement, training and ongoing coaching, opportunities for career growth, employee reward and recognition system, employee and family events, and more!

Velocity provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, genetics, sexual orientation, national origin, age disability, or status as a covered veteran in accordance with applicable federal, state and local laws.

Qualifications