BECU

Contact Center Associate

BECU

full-time

Posted on:

Location Type: Remote

Location: Idaho • Oregon • United States

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Salary

💰 $22 - $27 per hour

About the role

  • 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.

Requirements

  • High School Diploma and 1 year of experience, or a Bachelor's Degree with no prior experience
  • Minimum two years of customer service experience required.
  • 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.
Benefits
  • 401(k) Company Match (up to 3%)
  • 4% annual contribution to your 401(k) by BECU
  • Medical, Dental and Vision (family contributions as well)
  • PTO Program + Exchange Program
  • Tuition Reimbursement Program
  • BECU Cares volunteer time off + donation match

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer servicecontact center experiencefinancial institution experienceproblem-solvingdecision qualityservice enhancementscomplianceissue resolutionperformance targetstraining program completion
Soft skills
communicationprofessionalismtime managementadaptabilityinterpersonal skillscreativityindependenceteam supportmember engagementwork ethic
Certifications
High School DiplomaBachelor's Degree