Contact Center Associate

BECU; Washington; Hybrid; USD 29,000 - 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

Impact

Job summary

BECU, a financial services cooperative serving millions, is hiring a Contact Center Associate in Washington. You\'ll handle a high-volume inbound queue, deliver empathetic member service, and research inquiries across 15–20 systems to resolve issues.

The role requires a HS diploma or higher, 1 year in customer service, 2 years preferred in call centers, and flexible scheduling including weekends. Training starts soon, with opportunities to grow within the credit union.

Qualifications

• High School Diploma + 1 year experience in customer service, or Bachelor’s Degree.
• Minimum 2 years of customer service experience.
• 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.

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

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. 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.

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.

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

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

From our very beginning, BECU has been about people helping people. As a financial services cooperative, our purpose has and always will be the same: we work together to best serve our members and improve the financial well‑being of our community. With 90 years and over one million members later, we're still rooted in our values, practices and mission - and even more passionate about our future. As one of the nation's leading credit unions, we're not driven by profit. We're owned by our members and their interests are at the core of everything we do. Now we're growing faster than ever before--but we'll never forget our roots. To continue doing right by our members, we believe we must first do right by our people. Here, you'll receive the resources and support you need to learn, grow and build a meaningful career. Because we know it's our people who make us special.

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.