R-06108: Contact Center Consultant

About BECU

BECU is Washington's largest credit union and one of the top five financial cooperatives in the country with over one million members.

We are a member-owned, not-for-profit financial institution committed to providing affordable and responsible financial services to residents of Washington State.

Since 1935, we have operated with the promise of returning value to our members in the form of better rates and fewer fees—staying true to the credit union guiding principle of "people helping people."

In the spirit of “people helping people,” BECU and employees are committed to community outreach in the areas of affordable housing, financial literacy, education support and the credit union movement.

R-06108: Contact Center Consultant

SUMMARY

The Contact Center Consultant is responsible for answering inbound calls, assisting member and potential member inquiries. They will negotiate resolution of complex inquiries, disputes and general troubleshooting of our remote services. The Contact Center Consultant will perform in an accurate, professional, and timely manner to ensure a high level of quality services are being provided to the BECU members.

RESPONSIBILITIES

  • Perform all responsibilities in accordance with BECU Competencies, compliance, regulatory and Information Protection requirements.
  • Consistently demonstrate Contact Center Experience Program competencies in all internal and external member interactions.
  • Balance workload of high-volume inbound calls while meeting efficiency targets and member service experience expectations in role.
  • 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.
  • Seek to understand how to “deepen member relationships” by asking the right questions and determining the right product fit to expand the number of accounts and services utilized by existing members.
  • High ability to solve problems, find creative solutions and promptly follow through with service commitments made to members
  • Make ongoing procedure and process recommendations to supervisors that will enhance service to members. Demonstrate proficiency with decision quality in authorizing fee refunds, access exceptions, and hold releases on behalf of the member to maintain good will.
  • Perform additional duties as assigned.

QUALIFICATIONS

  • High School diploma or equivalent required.
  • Minimum 2 years of experience in sales oriented, or retail customer service environment required. 
  • Contact Center experience preferred.
  • Financial institution experience preferred.
  • Successful completion of the Contact Center training program within 90 days of hire date required.
  • The ability to independently learn through a self-paced online environment (in a virtual or classroom environment)
  • Thorough knowledge of state and federal laws and regulations that pertain to all membership, deposit and loan products and services offered.
  • Proven ability to efficiently utilize system applications including the Microsoft Office Suite to assist with all member inquiries, process member account transactions and provide research and resolution for member concerns.
  • Proficient verbal and written skills to effectively communicate in the English language.
  • Ability to properly identify and resolve issues and process account transactions with accuracy and efficiency.
  • Regular and consistent attendance and adherence to work schedules required.
  • Full-time hours required, with additional hours as necessary.