Member Care Specialist – Remote, Impactful Support

BECU; Washington; 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 in Washington state is seeking a Contact Center Associate to support members by handling 70–100 inbound calls daily, delivering high‑quality, empathetic service, and resolving inquiries while meeting performance KPIs.

Qualifications include a High School Diploma with 1 year in customer service, or a Bachelor’s degree, plus 2+ years of experience; ability to work a flexible schedule including evenings and weekends; and residence in WA, OR, or ID.

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

Inbound calls

Customer service

Empathy

Communication

Problem solving

Education

High School Diploma

Bachelor's Degree

Tools

CRM software

Multiple systems

Job description

BECU in Washington state is seeking a Contact Center Associate to support members by handling 70–100 inbound calls daily, delivering high‑quality, empathetic service, and resolving inquiries while meeting performance KPIs.

Qualifications include a High School Diploma with 1 year in customer service, or a Bachelor’s degree, plus 2+ years of experience; ability to work a flexible schedule including evenings and weekends; and residence in WA, OR, or ID.