Contact Center Associate
| Company | BECU |
|---|---|
| Location | Washington, USA, Oregon, USA, Idaho, USA |
| Salary | $21.2 – $25.91 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Junior, Mid Level |
Requirements
- High School Diploma and 1 year of experience, or a Bachelor’s Degree with no prior experience.
- Minimum two years of customer service experience required.
Responsibilities
- Deliver Exceptional Service: Consistently demonstrate the Contact Center Quality Program behaviors in all interactions, ensuring members feel heard and valued.
- Manage High Call Volumes: Balance a busy workload of inbound calls, meeting performance targets while maintaining a top-notch member service experience.
- Master Our Products: Gain a deep understanding of BECU’s products, services, and tools to effectively assist members with their needs.
- Engage Members: Proactively seize opportunities to introduce members to BECU’s offerings and services, enhancing their overall experience.
- Resolve Issues Creatively: Use your problem-solving skills to find creative solutions for member inquiries and follow through on service commitments.
- Stay Informed: Develop thorough knowledge of state and federal laws and regulations related to membership, deposit, and loan products to provide accurate information to members.
- Adhere to Policies: Follow all outlined policies and procedures diligently to ensure compliance and consistency in service delivery.
- Handle Escalations with Professionalism: Resolve member complaints and escalations in a professional manner, ensuring satisfactory outcomes and follow-through.
- Recommend Service Enhancements: Continuously suggest improvements to processes and procedures that will enhance service for members.
- Demonstrate Decision Quality: Ensure high-quality decision-making in every interaction with members and the business.
- Perform Additional Duties: Take on additional responsibilities as needed to support your team and the organization.
Preferred Qualifications
- Minimum one year of Contact Center experience preferred.
- Minimum one year of financial institution experience preferred.
- Successful completion of in-house training program after hire with no missed training sessions.
- Ability to independently learn in a self-paced online or classroom environment.
- Ability to manage multiple priorities, constant interruptions, and handle escalated calls with professionalism.
- Proficiency with PC and Microsoft applications such as Outlook, Word, and Excel.
- Ability to resolve member concerns accurately and efficiently.
- Ability to work a flexible schedule, including evenings, nights, and weekends.
- Regular and consistent attendance, with full-time hours required and additional hours as necessary.