Contact Center Associate

BECU•Lexington, WA

1d•$22 - $31•Remote

About The Position

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 The Target Pay Range for this position is $21.78-$26.63 hourly. The full Pay Range is $21.65-$31.44 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. 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 – because people helping people starts with supporting you 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 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 currently. Please note, this opening is intended to fill multiple classes for March, April, May, and June. Remote Training Schedule: Monday-Friday - 8:00AM PST– 4:45PM PST New Hire Schedule: As a Contact Center Associate you are expected to be flexible to work our hours of operation Monday - Friday 7:00AM PST- 7:30PM PST & Saturday 9:00AM PST-1:30PM PST. The specifics of your schedule will be confirmed with our Workforce scheduling team during your training and schedule will be based on the need of the business. There will be a 30-day notice on expected shift changes that are outside the shift bid.

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.
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.

Nice To Haves

Minimum one year of Contact Center experience preferred.
Minimum one year of financial institution experience preferred.

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.