Contact Center Consultant With $1250 Sign-On/Training Bonus

As the nation's largest community credit union, we begin every day focused on delivering superior financial products and services for our 1.3 million members and more than $30 billion in managed assets. Our work has an economic impact as we support our members' financial goals. We are unapologetic about being devoted to our members and the communities we serve. Our business is guided by our people helping people philosophy – which includes our team members.

BECU has been in business for more than 85 years, driven by unwavering core values and a dedication to improving the communities we serve. While we have a rich history, the future of our company, accelerated by business and technology transformation, is even brighter. There's never been a better time to work for BECU.

To learn more visit becu.org/careers.

PAY RANGE

The Target Pay Range for this position is $19.95-$24.42 hourly. The full Pay Range is $18.75-$28.85 hourly. At BECU, compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer for employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.

Benefits

Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage. Employees have access to disability and AD&D insurance. We also offer health care and dependent care flexible spending accounts, as well as health savings accounts, to eligible employees. Employees are able to enroll in our company’s 401k plan and employer-funded retirement plan. Newly hired employees accrue 6.16 hours of paid time off (PTO) on a per pay period basis based on hours worked (up to a maximum of 160 PTO hours per year) and receive ten paid holidays throughout the calendar year. Additional details regarding BECU Benefits can be found here.

Summary

Do you have a passion for customer service, and enjoy helping solve problems? Are you looking for a positive environment where you can learn and grow in your career? If so, you could be a great candidate for this Contact Center Consultant opportunity!

BECU brings people together to improve the financial well-being of our members and their communities. Our Contact Center Consultants represent BECU to our valued members by using excellent communication and interpersonal skills to enthusiastically assist with questions and concerns on their financial accounts. This is a fast-paced environment with back-to-back calls. An ideal candidate will have excellent time management skills, the self-discipline to always put our members first and the ability to adapt quickly to a dynamic environment.

BECU provides your computer equipment, and a 6-week paid training program. During training, hours are Monday through Friday – 8:00 AM – 4:45PM.

• Closed Sundays
• Closing Shift: Monday – Friday 10:00 AM – 7:00 PM or 10:15 AM to 7:30PM PST
• Home internet speeds are a minimum of 100 MBs, higher speeds are recommended. 1 ethernet port available on modem/router required.
• Closing shifts are assigned to new hires. Employees are eligible for shift realignment after 6 months based on performance.
• On camera video/virtual attendance will be required throughout training and ongoing team meetings, one on ones, etc.
• Saturday – 9:00 am-1:00 pm (PST) Rotational basis (1- 2x month)
• Potential available schedules may include 4x10 hour shifts and rotating Saturdays.

New hires (or rehires over 12 months) are eligible to receive a $1,250 bonus. Sign on/Training bonus is $250 first paycheck, $500 at six months of employment, $500 at 12 months of employment. Ask your recruiter for details!

Responsibilities

• Maintain a thorough understanding of all products, services, and tools required for servicing member needs. This includes and assisting members with general servicing needs such as basic digital troubleshooting, account and card management, card dispute and fraud claims, travel notices and other account maintenance.
• Demonstrate proficiency with decision quality in all interactions with members and the business and convey professionalism in resolving member complaints and escalations with follow through to resolution.
• Ability to balance a workload of high-volume inbound calls while meeting efficiency targets and delivering member service expectations.
• Perform all responsibilities in accordance with BECU Competencies, compliance, regulatory and Information Protection requirements.
• Develop a thorough knowledge of state and federal laws and regulations that pertain to all membership, deposit and loan products and services offered including all forms, interest rates and necessary documentation.
• Regular and consistent attendance and adherence to work schedules as established by Contact Center.

Qualifications

• Ability to work within Contact Center operating hours. This requires evening shifts and weekend hours. Full-time hours required, with additional hours as necessary.
• Minimum two years of experience in sales oriented, or retail customer service environment required.
• 1-year Contact Center experience preferred.
• Ability to problem solve and take initiative; use strong interpersonal verbal and written skills to effectively communicate in the English language with members, management, and co-workers.
• The ability to independently learn through a self-paced online environment in a virtual or classroom environment and able to complete Contact Center Training program with full attendance.
• The remote role is eligible only in Washington, Oregon, and Idaho.
• 1-year Financial institution experience preferred.
• Associate Degree or equivalent related experience required.
• Strong proficiency with PC and Microsoft applications such as Outlook, Word, and Excel; as well as ability to navigate efficiently through multiple internal systems.

Other

• Given the confidential nature of the conversations, we require our Contact Center Consultant to be in a private closed room or office with a distraction-free environment that enables the associate to be 100% focused while talking to our members, with no exceptions. Desk or table surface (minimum of 2ft x 4ft) and a desk chair required. Distractions could include family members, other persons, loud pets, and noise-generating devices such as tv, phone, radio, etc.

If you like helping people, enjoy working remote and are looking for a fun and fast-paced place to work, please apply! We’d love to meet you!

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.