About this role
Role Overview
- 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.
Requirements
- 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.
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