Contact Center Associate

This is a fully remote position, open to applicants in Idaho, +2 more states.

📋 Description

• Assist BECU members by handling 70–100 incoming calls daily.

• Address member inquiries and escalations utilizing sound judgment and creativity.

• Record member interactions accurately.

• Provide compassionate service in accordance with call quality standards and key performance indicators related to average handle time, quality, and member feedback.

• Adapt to various credit union functions while utilizing 15–20 systems each day to research and resolve inquiries.

• Achieve performance benchmarks for schedule adherence, attendance, and procedural compliance.

• Recognize opportunities to improve the member experience.

• Complete the internal training program following your hire.

⛳️ Requirements

• High School Diploma plus 1 year of customer service experience, or a Bachelor’s Degree.

• At least 2 years of customer service experience is mandatory.

• Ideally, 1 year of experience in a contact center is preferred.

• 1 year of experience in the financial institution sector is required.

• Flexibility to work a varied schedule, including evenings and weekends.

• Comfortable working in a high-volume, metrics-oriented environment.

• Successful completion of the internal training program after hiring without missing any training sessions.

• Ability to juggle multiple priorities and manage escalated calls with professionalism.

• Candidates must reside in WA, OR, or ID.

• Availability to work from Monday to Friday, 7:00 AM–7:30 PM PST and Saturday, 9:00 AM–1:30 PM PST based on business requirements.

• Remote training will be conducted Monday to Friday, 8:00 AM–4:45 PM PST.

🏝️ Benefits

• 401(k) Company Match (up to 3%).

• 4% annual contribution to your 401(k) by BECU.

• Medical, Dental, and Vision coverage (with family contributions as well).

• PTO Program along with an Exchange Program.

• Tuition Reimbursement Program.

• BECU Cares volunteer time off with donation matching.

• Opportunities for career advancement and professional development.

• A supportive and collaborative team environment.

• The chance to make a significant impact for members on a daily basis.