Contact Center Associate

locations
Remote, WA
time type
Full time
posted on
Posted 3 Days Ago
job requisition id
R-09903
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.

To learn more visit becu.org/careers.

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.

SUMMARY

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 the 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 required.
On-camera video/virtual attendance will be required throughout training and ongoing team meetings, one one-on-ones, etc.
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 4×10 hours and 5X8 hours with rotating Saturdays.
Closing Shift: Monday – Friday 10:00 AM – 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
Occasional travel required by the business. Candidates should live within a 60 mile radius of one of our Kent or Spokane offices.
RESPONSIBILITIES

Consistently demonstrate Contact Center Quality Program behaviors in all internal and external member interactions.
Balance workload of high-volume inbound calls while meeting all established performance targets and member service experience expectations of role.
Maintain a thorough understanding of all products, services, and tools required for servicing member needs. This includes assisting members with general servicing needs.
Seize opportunities to engage members with BECU services when they arise.
High ability to solve problems, find creative solutions and promptly follow through with service commitments made to members.
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 all policies and procedures as outlined.
Demonstrate professionalism in resolving member complaints and escalations with follow through to resolution.
Make ongoing procedure and process recommendations that will enhance service to members.
Demonstrate proficiency with decision quality in all interactions with members and the business.
Perform additional duties as assigned.
QUALIFICATIONS

Associates Degree or equivalent related experience required.
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 is required with no missed training sessions.
The ability to independently learn through a self-paced online environment (in a virtual or classroom environment).
Strong verbal and written skills to effectively communicate with members, management, and co-workers.
Strong interpersonal and consulting skills.
Must be able to handle multiple priorities, constant interruptions, and difficult/irate escalated calls.
Must have the ability to deal with a constant influx of telephone calls.
Strong proficiency with PC and Microsoft applications such as Outlook, Word and Excel.
Must be able to accurately and efficiently resolve member concerns.
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.
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.