Contact Center Associate

Is it surprising to hear that a financial institution of 1.5 million members and over $30 billion in managed assets say that success comes from focusing on people, not profits?

Our "people helping people" philosophy has guided us since 1935, driving our deep commitment to serving our members, communities, and each other. When you join our team, you become part of a purpose-driven organization where your work makes a real difference.

While we're proud of our history, we're even more excited about our future. With business and technology transformation on the horizon, there's never been a better time to be part of BECU.

PAY RANGE

BENEFITS

Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage. Employees have access to disability and AD&D insurance. We also offer health care and dependent care flexible spending accounts, as well as health savings accounts, to eligible employees. Employees are able to enroll in our company's 401k plan and employer-funded retirement plan. Newly hired employees accrue 6.16 hours of paid time off (PTO) on a per pay period basis based on hours worked (up to a maximum of 160 PTO hours per year) and receive ten paid holidays throughout the calendar year. Additional details regarding BECU Benefits can be found here.

IMPACT YOU'LL MAKE:

As a Contact Center Associate, you will be the friendly and knowledgeable voice that our members rely on. Every call you answer is an opportunity to provide exceptional service, helping our members resolve their inquiries with professionalism and efficiency. Your expertise will guide members through complex issues, delivering creative solutions that leave a lasting, positive impression. In this pivotal role, you'll not only support our members but also contribute to the high standards of service that BECU is known for. This opportunity is available to candidates who resides in WA, OR, and ID at this time.

5 Weeks remote Training Schedule: FT

M-F - 8:00 - 4:45

New Hire Schedule:

The Contact Center is open from 7am-7pm, Monday through Friday and 9am-1pm on Saturdays. We assign shifts by utilizing a performance-based ranking with the full contact center twice a year, with the option of mini shift bids in between if we experience gaps in coverage. You will be eligible to participate as a new hire when it is available. The shifts available will vary based on our needs, as we want to ensure that we are there when our members need us. The specifics of your schedule will be discussed and confirmed with our workforce scheduling team during your training, but as a new employee, you can expect to work the closing shift from 10am-7pm (PST) or 10:15 - 7:30pm (PST) during the week and Saturday shifts from 9am-1pm (PST) and/or a 6-day work week as those are our highest coverage needs at this time. You will be eligible to participate in the shift bids as they become available. Should your shift need to change, you would be notified at least 30 days in advance.

WHAT YOU'LL DO:

• Deliver Exceptional Service: Consistently demonstrate the Contact Center Quality Program behaviors in all interactions, ensuring members feel heard and valued.
• Manage High Call Volumes: Balance a busy workload of inbound calls, meeting performance targets while maintaining a top-notch member service experience.
• Master Our Products: Gain a deep understanding of BECU's products, services, and tools to effectively assist members with their needs.
• Engage Members: Proactively seize opportunities to introduce members to BECU's offerings and services, enhancing their overall experience.
• Resolve Issues Creatively: Use your problem-solving skills to find creative solutions for member inquiries and follow through on service commitments.
• Stay Informed: Develop thorough knowledge of state and federal laws and regulations related to membership, deposit, and loan products to provide accurate information to members.
• Adhere to Policies: Follow all outlined policies and procedures diligently to ensure compliance and consistency in service delivery.
• Handle Escalations with Professionalism: Resolve member complaints and escalations in a professional manner, ensuring satisfactory outcomes and follow-through.
• Recommend Service Enhancements: Continuously suggest improvements to processes and procedures that will enhance service for members.
• Demonstrate Decision Quality: Ensure high-quality decision-making in every interaction with members and the business.
• Perform Additional Duties: Take on additional responsibilities as needed to support your team and the organization.

This isn't just about ticking off tasks on a list. It's about making a meaningful impact in the lives of our members and contributing to the ongoing success of BECU.

WHAT YOU'LL GAIN:

• Career Development: Opportunities for growth within a supportive, member-focused environment.
• Skill Enhancement: Continuous learning to develop your communication, problem-solving, and service skills.
• Impact: The chance to make a positive difference in the lives of BECU members every day.
• Collaborative Team Environment: Work with a team that values your input and supports your professional journey.

QUALIFICATIONS:

Minimum Qualifications:

• Associate's Degree or equivalent related experience required.
• Minimum two years of customer service experience required.

Desired Qualifications:

• Minimum one year of Contact Center experience preferred.
• Minimum one year of financial institution experience preferred.
• Successful completion of in-house training program after hire with no missed training sessions.
• Ability to independently learn in a self-paced online or classroom environment.
• Ability to manage multiple priorities, constant interruptions, and handle escalated calls with professionalism.
• Proficiency with PC and Microsoft applications such as Outlook, Word, and Excel.
• Ability to resolve member concerns accurately and efficiently.
• Ability to work a flexible schedule, including evenings, nights, and weekends.
• Regular and consistent attendance, with full-time hours required and additional hours as necessary.

JOIN THE JOURNEY:

Ready to be the voice that makes a difference? Eager to join a collaborative team where your contributions not only support our members but also fuel your personal growth? This isn't just a job - it's your opportunity to excel in your career, sharpen your skills, and leave a lasting impact at BECU.

Embrace the chance to grow with us. Apply now, and let's achieve excellence together at BECU. Your journey of influence, innovation, and impactful contribution starts now. #BECU #YourGrowth #BECUJourney

BECU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.