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 401(k) contribution

Medical, Dental and Vision

PTO Program + Exchange Program

Tuition Reimbursement

Volunteer time off + donation match

Job summary

BECU is seeking a Contact Center Associate in the Pacific Northwest to support members via high-volume inbound calls, resolving inquiries and escalating as needed. You will operate within strict quality and performance metrics while using multiple systems to research and answer questions.

The role requires a combination of experience and training, with evenings and weekends possible. If you thrive in a fast-paced environment and value member service, this is a strong fit.

Qualifications

• High School Diploma + 1 year experience in customer service, or Bachelor's Degree.
• Minimum 2 years of customer service experience required.
• In-house training program completed after hire with no missed sessions.
• Regular and consistent attendance and adherence to work schedules.
• Ability to work a shifting/flexible schedule including evenings and weekends.
• Ability to travel based on business need.
• Preferred 1 year of contact center experience.
• 1 year of financial institution experience.
• Comfortable in a high-volume, metrics-driven environment.

Responsibilities

• Handle 70–100 inbound calls per day.
• Deliver high-quality, empathetic service aligned with call quality standards and KPIs.
• Resolve member inquiries and escalations using sound judgment.
• Navigate 15–20 systems daily to research and resolve questions.
• Meet performance standards for schedule adherence, attendance and procedures.
• Identify opportunities to enhance the member experience.

Skills

Customer service

Flexible schedule

Attendance

Travel

Education

High School Diploma or Bachelor's Degree

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.

Benefits

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 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.

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.