Contact Center Associate

As the nation's largest community credit union, we begin every day focused on delivering superior financial products and services for our 1.3 million members and more than $30 billion in managed assets. Our work has an economic impact as we support our members' financial goals. We are unapologetic about being devoted to our members and the communities we serve. Our business is guided by our people helping people philosophy - which includes our team members.

BECU has been in business for more than 85 years, driven by unwavering core values and a dedication to improving the communities we serve. While we have a rich history, the future of our company, accelerated by business and technology transformation, is even brighter. There's never been a better time to work for BECU.

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PAY RANGE

The Target Pay Range for this position is $20.58-$25.19 hourly. The full Pay Range is $20.19-$29.76 hourly. At BECU, compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer for employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.

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:

The Contact Center Associate is responsible for answering inbound calls, assisting member and potential member inquiries. They will negotiate resolution of complex inquiries, disputes, and general troubleshooting. The Contact Center Associate will perform in an accurate, professional, and timely manner to ensure a high level of quality services are being provided to BECU members. BECU provides your computer equipment and a 5-week paid training program. During training, hours are Monday through Friday 8:00 AM - 4:45 PM.

• Home internet speeds are a minimum of 100 MBs, higher speeds are recommended. 1 ethernet port available on modem/router, you are required to hardwire your computer.

• If internet connection is lost, finishing your workday in the office is required.

• Must reside within 60 miles radius of Tukwila or Spokane offices.

• On-camera video/virtual attendance will be required throughout training and ongoing team meetings, on one-on-ones, etc.

• Must be able to work in a quiet/distraction free environment, if unable to do so, you'll have the option to work from office.

• The standard work schedule is Monday through Friday, and rotating Saturdays. Monday - Friday 7:00 AM - 7:00 PM. Rotational Saturdays 9:00 AM - 1:00 PM.

• Potential available schedules may include 4x10 hours and 5X8 hours with rotating Saturdays.

• Closing Shift: Monday - Friday 10:00 AM to 7:00 PM or 10:15 AM to 7:30 PM PST.

• Saturday - 9:00 am-1:00 pm (PST) Rotational basis (1- 2x month)

• Closed Sundays

WHAT YOU'LL DO:

• Demonstrate Contact Center Quality Program: Consistently demonstrate Contact Center Quality Program behaviors in all internal and external member interactions.

• Balance workload: Balance workload of high-volume inbound calls while meeting all established performance targets and member service experience expectations of role.

• Product Knowledge: Maintain a thorough understanding of all products, services, and tools required for servicing member needs. This includes assisting members with general servicing needs.

• Engage with members: Seize opportunities to engage members with BECU services when they arise.

• Problem Solve: Ability to solve problems, find creative solutions and promptly follow through with service commitments made to members. Must be able to accurately and efficiently resolve member concerns.

• Regulatory compliance: Develop a thorough knowledge of state and federal laws and regulations that pertain to all membership, deposit and loan products and services offered including all forms, interest rates and necessary documentation.

• Follow processes: Follow all policies and procedures as outlined.

• Professionalism: Demonstrate professionalism in resolving member complaints and escalations with follow through to resolution.

• Process improvement: Make ongoing procedure and process recommendations that will enhance service to members.

• Decision quality: Demonstrate proficiency with decision quality in all interactions with members and the business.

• Ability to communicate: Verbal and written skills to effectively communicate with members, management, and co-workers. Interpersonal and consulting skills.

• Proficiency with PC and Microsoft applications : such as Outlook, Word, and Excel.

• Prioritize: Must be able to handle multiple priorities, constant interruptions, and difficult/irate escalated calls.

• Handle multiple calls: Must have the ability to deal with a constant influx of telephone calls.

• Complete training: Successful completion of in-house training program after hire is required with no missed training sessions.

QUALIFICATIONS

Minimum qualifications

• Associate degree or equivalent related experience required.

• Minimum two years of customer service experience required.

• Ability to work a shifting/flexible schedule; this requires evenings, nights or weekends.

• Regular and consistent attendance and adherence to work schedules required.

• Full-time hours required, with additional hours as necessary.

Desired Qualifications

• Minimum one year of Contact Center experience preferred.

• Minimum one year of financial institution experience preferred.

• The ability to independently learn through a self-paced online environment (in a virtual or classroom environment).

EEO Statement:

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.

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From our very beginning, BECU has been about people helping people. As a financial services cooperative, our purpose has and always will be the same: we work together to best serve our members and improve the financial well-being of our community. More than 80 years and one million members later, we're still rooted in our values, practices and mission - and even more passionate about our future.

As one of the nation's leading credit unions, we're not driven by profit. We're owned by our members and their interests are at the core of everything we do. Now we're growing faster than ever before--but we'll never forget our roots. To continue doing right by our members, we believe we must first do right by our people. Here, you'll receive the resources and support you need to learn, grow and build a meaningful career. Because we know it's our people who make us special.