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BECU · 1 day ago

Contact Center Associate

United States

Full-time

Remote

Entry Level

$21.65/hr - $31.44/hr

2+ years exp

BECU is a financial institution committed to serving its members, communities, and each other. As a Contact Center Associate, you will provide exceptional service to members, resolving inquiries and delivering creative solutions while maintaining high standards of service.

Banking

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

Qualification

Customer Service ExperienceContact Center ExperienceFinancial Institution ExperienceMicrosoft ApplicationsProblem-Solving SkillsCommunication SkillsFlexibility

Required

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

Preferred

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

Company

BECU

Glassdoor3.7

As a member-owned, not-for-profit financial cooperative, BECU is guided by the credit union philosophy of “people helping people.” In fact, putting people over profit guides our everyday business decisions.

Founded in 1935

Tukwila, Washington, USA

1001-5000 employees