[Hiring] Contact Center Associate @BECU

Role Description

As a Contact Center Associate, you’ll support BECU members by managing 70-100 inbound calls a day, resolving inquiries, documenting interactions, and meeting performance metrics for quality, productivity, and satisfaction. Your service and problem-solving skills will help members navigate complex needs while upholding BECU’s high service standards.

Location: Candidates must reside in WA, OR, or ID

Remote Training: Monday–Friday | 8:00 AM – 4:45 PM PST

Post‑Training: As a Contact Center Associate, you are expected to be flexible to work our hours of operation. Contact Center availability needs are:

• Monday–Friday | 7:00 AM – 7:30 PM PST
• Saturday | 9:00 AM – 1:30 PM PST

Schedules are based on business needs; 30‑day notice provided for shifts outside bid.

What You’ll Do

• Handle 70–100 inbound calls per day in a fast‑paced contact center.
• Deliver high‑quality, empathetic service aligned with call quality standards that align with our KPIs of average handle time, quality, and member survey.
• Resolve member inquiries and escalations using sound judgment and creativity.
• Able to adapt across multiple credit union functions while leveraging 15–20 systems a day to research and resolve member questions.
• Meet performance standards for schedule adherence, attendance, and process procedures.
• Identify opportunities to enhance the member experience.

Qualifications

• High School Diploma + 1 year experience in customer service, or Bachelor’s Degree.
• Minimum 2 years of customer service experience required.
• Preferred: 1 year of contact center experience.
• Preferred: 1 year of financial institution experience.
• Ability to work a flexible schedule, including evenings and weekends.
• Comfortable in a high‑volume, metrics-driven environment.
• Successful completion of in-house training program after hire with no missed training sessions.
• Ability to manage multiple priorities and handle escalated calls with professionalism.

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

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.