Contact Center Associate

BECU; Eagle (ID); On-site; USD 30,000 - 43,000; Full time

Benefits offered by this job

401(k) Company Match (up to 3%)

4% annual contribution to your 401(k)

Medical, Dental and Vision

PTO Program + Exchange Program

Tuition Reimbursement Program

BECU Cares volunteer time off + donor

Job summary

BECU, a leading credit union serving millions of members, seeks a Contact Center Associate to support members with 70–100 inbound calls daily. You will resolve inquiries, document interactions, and meet quality, productivity, and satisfaction metrics.

Successful candidates will have a high school diploma or higher and 2+ years in customer service, with in-house training completion and flexible scheduling, including evenings and weekends. Location is the Northwest, with in-person work expected.

Qualifications

• High School Diploma + 1 year experience in customer service, or Bachelor’s Degree.
• Minimum 2 years of customer service experience required.
• Successful completion of in-house training program after hire is required with no missed training sessions.
• Regular and consistent attendance and adherence to work schedules required.
• Ability to work a shifting/flexible schedule; this requires evenings, nights or weekends.
• Ability to travel based on need of business.

Responsibilities

• 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.

Skills

Customer service

Communication

Education

High School Diploma

Bachelor’s Degree

Tools

CRM systems

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.

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

• 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

Contact Center Associate

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.

This posting is intended to build a pipeline of qualified talent for current and future hiring classes. Hiring decisions and start dates may vary based on business needs.

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.
• Successful completion of in-house training program after hire is required with no missed training sessions.
• Regular and consistent attendance and adherence to work schedules required.
• Ability to work a shifting/flexible schedule; this requires evenings, nights or weekends.
• Ability to travel based on need of business.

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

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.