Job Details

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 billionin managed assets. Our work has an economic impact as we support our members' financial goals. We are unapologeticabout 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 communitieswe 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 $71,100.00-$86,900.00 annually. The full Pay Range is $55,300.00 - $102,800.00 annually. 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.

IMPACT YOU'LL MAKE:

As a Contact Center Supervisor, you'll drive exceptional member service and foster a high-performing team. Your leadership will set the tone for excellence, helping your team exceed expectations while growing professionally. By creating a supportive environment and championing continuous improvement, you'll play a key role in achieving BECU's mission and delivering outstanding member experiences. This is your opportunity to make a meaningful impact, both on your team and on the community we serve.

WHAT YOU'LL DO:

• Lead and Inspire: Guide your team to deliver accurate, timely, and high-quality services. Set the standard for performance and communication.
• Set Clear Goals: Define individual and team objectives aligned with BECU's initiatives, ensuring everyone understands their path to success.
• Ensure Compliance: Uphold policies, procedures, and regulatory standards. Provide timely feedback and coaching to reinforce adherence and accountability.
• Develop Talent: Conduct monthly coaching and development sessions, fostering growth and performance excellence. Use tools to monitor progress and celebrate achievements.
• Resolve Complex Issues: Handle escalated member concerns promptly and courteously, empowering your team to resolve issues at the first point of contact.
• Champion Change: Identify barriers to success and drive improvements. Foster an environment that values innovation and continuous progress.
• Optimize Resources: Collaborate with workforce management to ensure effective staffing during peak and slow times, maintaining service quality and efficiency.
• Improve Processes: Streamline operations to reduce errors and enhance member satisfaction. Keep process documentation current and relevant.
• Monitor Performance: Oversee metrics, audits, and reporting to track performance. Use data to drive decisions and highlight successes.
• Support Strategic Initiatives: Lead or participate in projects that align with BECU's broader goals, ensuring effective communication and timely execution.
• Manage Budgets: Assist in planning and managing resources to support your team's success, addressing variances as needed.

This isn't just about ticking off tasks on a list. It's about making a significant, positive change in BECU's journey, where your contributions are valued, and your growth is continually fostered.

WHAT YOU'LL GAIN:

Talent Persona:
You're a dynamic leader with a passion for guiding teams and driving performance. You thrive in fast-paced environments and are committed to delivering exceptional member experiences.

What You Bring:

• Leadership Excellence: Inspire and empower your team to reach their full potential.
• Member Focus: A deep commitment to delivering outstanding service.
• Analytical Insight: Use data to make informed decisions and drive improvements.
• Clear Communication: Foster collaboration through effective and motivational communication.
• Innovation Mindset: Continuously seek ways to enhance processes and outcomes.

QUALIFICATIONS:

Minimum Qualifications:

• Bachelor's degree in business or equivalent related experience.
• Minimum five years of member service/customer service experience.
• At least one year of leadership experience in a financial institution or contact center.

Desired Qualifications:

• Experience with automated call distribution (ACD) systems.
• Familiarity with workforce management tools and staffing analysis.

JOIN THE JOURNEY:

Ready to make an indelible impact? Eager to be part of a collaborative and innovative team where your ideas and contributions don't just fill a role but fuel BECU's growth and success? This is more than a job - it's a chance to elevate your career, skills, and future while contributing to BECU's mission to empower our members and community.

Embrace the opportunity to grow with us. Apply now, bring your expertise to the table, and let's achieve excellence together at BECU. Your journey of influence, innovation, and impactful contribution starts now.

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.