Contact Center Associate

BECU; Northern (KY); Hybrid; USD 61,992,000 - 76,305,000; Full time

Job summary

BECU is hiring a Contact Center Associate, remote across WA, OR, or ID. You will handle a high-volume inbound call flow and provide empathetic member support to resolve inquiries in alignment with quality metrics.

Reliable attendance and the ability to work a shifting schedule, including evenings and weekends, are required. The role offers remote training and opportunities for growth within a purpose-driven financial institution.

Qualifications

• High School Diploma or Bachelor’s Degree required.
• Minimum 2 years of customer service experience required.
• In-house training program completion after hire is required.

Responsibilities

• Handle 70–100 inbound calls per day in a fast-paced contact center.
• Deliver high-quality, empathetic service meeting KPIs for quality, productivity, and satisfaction.
• Resolve member inquiries and escalations with sound judgment.
• Navigate 15–20 systems daily to research and resolve questions.
• Meet schedule adherence, attendance, and process procedures; identify opportunities to improve the member experience.

Skills

Customer service

Education

High School Diploma

Bachelor's Degree

Job description

## Contact Center AssociateApply: Remote, WA: Remote, OR: Remote, ID: Full time: Posted Yesterday: R-13902Is 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**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 PSTSchedules 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 **Apply today and grow your career with BECU.**