Contact Center Associate

Boeing

87d • $21 - $25 • Remote

About The Position

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 reside in WA, OR, and ID currently.

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.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• Medical, dental, vision and life insurance coverage.
• Disability and AD&D insurance.
• Health care and dependent care flexible spending accounts.
• Health savings accounts.
• 401k plan and employer-funded retirement plan.
• Accrue 6.16 hours of paid time off (PTO) on a per pay period basis (up to a maximum of 160 PTO hours per year).
• Ten paid holidays throughout the calendar year.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Transportation Equipment Manufacturing
• Education Level: High school or GED