Contact Center Associate

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

📋 Description

• Manage 70–100 incoming calls daily in a dynamic contact center environment.

• Provide exceptional, empathetic service that adheres to call quality standards and key performance indicators (KPIs) for average handle time, quality, and member feedback.

• Address member inquiries and escalations with sound judgment and innovative solutions.

• Navigate across various credit union functions while utilizing 15–20 systems each day to investigate and resolve member concerns.

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

• Recognize and act on opportunities to improve the member experience.

• Assist BECU members and accurately document all interactions.

⛳️ Requirements

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

• A minimum of 2 years of customer service experience is required.

• Successful completion of the internal training program post-hire is mandatory, with no missed training sessions.

• Consistent attendance and adherence to work schedules are required.

• Flexibility to work a shifting schedule, including evenings, nights, or weekends, is essential.

• Willingness to travel based on business needs.

• Preferred: 1 year of experience in a contact center setting.

• Preferred: 1 year of experience in a financial institution.

• Preferred: Ability to work a flexible schedule, including evenings and weekends.

• Preferred: Comfort in a high-volume, metrics-oriented environment.

• Preferred: Capability 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 coverage (including family contributions).

• PTO Program and Exchange Program.

• Tuition Reimbursement Program.

• BECU Cares volunteer time off and donation matching.

• Opportunities for career growth and development.

• Supportive and collaborative team culture.

• Chance to make a meaningful impact for members every day.