Contact Center Associate

Job description

Is it surprising to hear that a financial institution of 1.5 million members and over $30 billion in managed assets say that success comes from focusing on people, not profits? Our “people helping people” philosophy has guided us since 1935, driving our deep commitment to serving our members, communities, and each other. When you join our team, you become part of a purpose-driven organization where your work makes a real difference. While we’re proud of our history, we’re even more excited about our future. With business and technology transformation on the horizon, there’s never been a better time to be part of BECU. You bring more than your expertise to your role, and that matters here. Your story, perspectives, and lived experiences help shape belonging at BECU and deepen how we connect with and support our employees, our members, and our communities. PAY RANGE The Target Pay Range for this position is $21.78-$26.63 hourly. The full Pay Range is $21.65-$31.44 hourly. hourly. BENEFITS – because people helping people starts with supporting you 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 Impact You’ll Make 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 and 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. 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. Why BECU Career growth and development opportunities Supportive, collaborative team culture Opportunity to make a meaningful impact for members every day Apply today and grow your career with BECU. 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.