Inbound Contact Center Specialist - Member Care

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

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.