• Deliver Exceptional Service: Consistently demonstrate the Contact Center Quality Program behaviors in all interactions, ensuring members feel heard and valued. • Manage High Call Volumes: Balance a busy workload of inbound calls, meeting performance targets while maintaining a top-notch member service experience. • Master Our Products: Gain a deep understanding of BECU’s products, services, and tools to effectively assist members with their needs. • Engage Members: Proactively seize opportunities to introduce members to BECU’s offerings and services, enhancing their overall experience. • Resolve Issues Creatively: Use your problem-solving skills to find creative solutions for member inquiries and follow through on service commitments. • Stay Informed: Develop thorough knowledge of state and federal laws and regulations related to membership, deposit, and loan products to provide accurate information to members. • Adhere to Policies: Follow all outlined policies and procedures diligently to ensure compliance and consistency in service delivery. • Handle Escalations with Professionalism: Resolve member complaints and escalations in a professional manner, ensuring satisfactory outcomes and follow-through. • Recommend Service Enhancements: Continuously suggest improvements to processes and procedures that will enhance service for members. • Demonstrate Decision Quality: Ensure high-quality decision-making in every interaction with members and the business. • Perform Additional Duties: Take on additional responsibilities as needed to support your team and the organization.