Contact Center Consultant with $1250 Sign-On Bonus

Company: BECU
Location: Nampa
Posted on: May 22, 2023

Job Description:

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 RANGEThe 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.BENEFITSEmployees 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 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. At BECU, we rely on knowledgeable professionals to interact with our valued members with questions or concerns regarding their financial accounts; this is a fast-paced environment with back-to-back calls that requires a candidate with excellent time management and the self-discipline to always put our members first. The ideal candidate will be willing to learn and adapt quickly to a dynamic changing schedule.

• Large volume of inbound calls: 70 to 100 calls a day which is 7 to 10 calls per hour.
• Working with up to 10 different systems while using multiple screens and resources to find creative solutions for members' requests proactively.
• Breaks and lunches are assigned by the scheduling team 2 to 4 weeks in advance, with rotational Saturdays as part of the schedule. Breaks and lunch times are subject to change.
• Video attendance will be required throughout training and ongoing team meetings. 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. We ask that our Contact Center Consultants work in a private closed room or office. 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.
  • The role is eligible to be worked remotely only in Washington, Oregon, and Idaho, and if home internet speeds are a minimum of 100 MBs, higher speeds are recommended. 2 ethernet ports available on modem/router required.
  • BECU provides the equipment, and a 6-week paid training program.
  • Standard work schedule is Monday through Friday, and rotating Saturdays. All new hires will transfer to a closing shift after training: Monday - Friday 10:00 AM -7:00 PM or 10:15 AM - 7:30 PM. Rotational Saturdays 9:00 AM - 1:00 PM.As the voice of our company, the Contact Center Consultant must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping members and driving their satisfaction. If you have a passion for customer service and can adhere to the qualifications above, please apply, as we would be excited to talk to you!New hires (or rehires over 12 months) are eligible to receive a $1,250 bonus. Sign on bonus is $250 first paycheck, $500 at three months of employment, $500 at 12 months of employment. Ask your recruiter for details! 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 f ollow 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 a uthorizing fee refunds, access exceptions, and hold releases on behalf of the member to maintain good will.
    • Perform additional duties as assigned. QUALIFICATIONS
      • Associated Degree or equivalent related experience required.
      • Minimum two 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. 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.

Keywords: BECU, Nampa , Contact Center Consultant with $1250 Sign-On Bonus, Professions , Nampa, Idaho