Spec, Call Center Service Delivery

BCU; De Smet (ID); Sur place; USD 32 000 - 52 000; Plein temps

Résumé du poste

BCU is a not-for-profit, member-owned credit union with nearly $6B in assets and over 370,000 members. We provide secure banking and career growth in a fast-paced call center.

The role focuses on best-in-class member service, resolving inquiries with empathy and compassion, and advancing within a supportive team. Responsibilities include handling 50–100 first-tier calls daily, understanding regulatory policies, and using available resources to achieve first contact resolution while promoting

Qualifications

• High school diploma or equivalent required.
• Minimum 1 year of customer service experience.
• Strong interpersonal, verbal and written communication and active listening.
• Ability to navigate Windows PC and basic Microsoft Office tools.

Responsabilités

• Handle 50-100 first-tier member calls daily, addressing inquiries, research, disputes or as assigned.
• Understand Visa, regulatory and departmental policies, especially verification.
• Aim for first contact resolution using available resources and self-service tools.
• Demonstrate problem solving to improve processes and reduce member effort.
• Promote credit union products and services as appropriate.
• Adapt to new strategies, tools, and tactics to better serve members.
• Collaborate with management and peers to sustain a productive team environment.
• Meet or exceed performance and quality targets per BCU guidelines.

Connaissances

Customer service

Active listening

Verbal communication

Written communication

Interpersonal skills

Attention to detail

Adaptability

Team player

Formation

High school diploma or equivalent

Outils

Windows OS

Microsoft Office

Description du poste

We want to invest in YOU!

At BCU, we believe our success starts with our people, and we're committed to creating an environment where you can thrive through career growth opportunities, competitive benefits, workplace flexibility, and a collaborative culture.

BCU is a not-for-profit, member-owned Credit Union with nearly $6 billion in assets and more than 370,000 members. We provide easy, secure banking solutions that help people achieve financial freedom while serving employees and families of major Fortune 100 organizations and communities across northern Illinois, southern Wisconsin, Minnesota, and Puerto Rico.

We're proud to be Certified™ by Great Place to Work® from March 2026 through March 2027, reflecting our commitment to an inclusive culture where employees feel valued, supported, and empowered.

Summary This role provides service support and interacts as the BCU brand servicing our member’s needs. Are you goal driven? Do you have great active listening skills? We are looking for professional individuals to service our members in our fast-paced call center. The primary purpose of this role is to provide best in class member service by answering incoming calls to help resolve routine and complex member inquiries with empathy and compassion. An individual who can walk in our members shoes and advocate to provide resolution. This role comes with a fun team, rewards, recognition, and opportunity for advancement.

Role And Responsibilities

• Service 50-100 first tier incoming member calls daily, including general member inquiries, account research, fraud and disputes or as assigned
• Develop and display a complete understanding of all required Visa, governmental, regulatory, and departmental policies, procedures, and compliance guidelines, particularly those pertaining to customer verification
• Deliver on a first contact resolution experience by using all resources, including our process knowledge repository, self-servicing tools and available surrounding support
• Demonstrating problem solving and process improvements skills, to reduce member effort and improve our business best practices
• Based on member need, promote the adoption of or conversion to available credit union products and services
• Own the ability to quickly adapt and support new strategies, tools, and tactics to better service our members
• Build strong internal partnerships with management and peers in contributing to a productive and quality team environment
• Meet or exceed all key performance production and quality experience goals, completing all assigned work with accuracy as established by BCU guidelines and training
• Other duties as assigned

Qualifications And Education Requirements

• High school diploma or equivalent
• Minimum 1 year of customer service experience
• High energy, positive attitude, self-starting and coachable individual
• Strong interpersonal, verbal, written and active listening skills
• Aptitude to develop and own strong understanding of regulatory and departmental policies
• Ability to work effectively and pay attention to detail in fast paced environment, leveraging tools to drive a first contact resolution every time.
• Ability to adapt quickly and easily to changes in strategies, tools or tactics
• Desire to form and make business improvement recommendations
• Ability to building strong internal peer and team partnerships
• Desire to meet all established performance goals consistently
• Basic Windows PC navigation and Microsoft office knowledge

Our WHY is the reason we exist: To Empower People to Discover Financial Freedom. What do you celebrate as your purpose? At BCU we celebrate what makes you authentically YOU! #bYOU

BCU Shared Values

• We foster an environment of INCLUSION. All individuals are treated fairly and respectfully, have equal access to opportunities and resources, and can contribute fully to the organization's success.
• We act with INTEGRITY. We follow the golden rule without exception.
• We display COURAGE in our convictions. We drive innovation, reaching beyond boundaries and thoughtfully explore new horizons.
• We excel through COLLABORATION. By working as one, sharing information and seeking solutions, we deliver exceptional outcomes.
• We WOW our members. We focus intensely on putting the member first, delivering extraordinary experiences that create lasting relationships inside and outside the organization.