Supervisor, Contact Center - Secure Messaging

Is it surprising to hear that a financial institution of 1.5 million members and over $30 billion in managed assets say that success comes from focusing on people, not profits?

Our "people helping people" philosophy has guided us since 1935, driving our deep commitment to serving our members, communities, and each other. When you join our team, you become part of a purpose-driven organization where your work makes a real difference.

While we're proud of our history, we're even more excited about our future. With business and technology transformation on the horizon, there's never been a better time to be part of BECU.

PAY RANGE

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:

At BECU, your leadership will shape the future of our Contact Center Specialty Channels. You'll empower your team to deliver exceptional service, drive operational excellence, and create meaningful member experiences. Your ability to inspire, guide, and develop others will directly impact how we serve our members and grow as an organization. This is your opportunity to lead with purpose, foster innovation, and make a lasting difference in the lives of our members and the careers of your team.

This position is only remote-eligible in Washington and Idaho.

WHAT YOU'LL DO:

• Lead with Purpose:Guide a high-performing team by setting clear goals, offering consistent coaching, and fostering a culture of accountability and growth.
• Champion Operational Excellence:Monitor daily performance and ensure your team delivers timely, accurate, and high-quality service that aligns with BECU's standards.
• Be the Go-To Expert:Collaborate with leadership to develop and refine procedures for remote servicing, and serve as a subject matter expert to support knowledge sharing across the organization.
• Solve with Impact:Address and resolve issues related to virtual channels by coordinating with internal teams and external vendors to minimize disruptions and enhance member satisfaction.
• Ensure Compliance & Growth:Keep your team aligned with regulatory and internal policies, while providing timely feedback and coaching to support continuous improvement.
• Support Escalations with Care:Step in to handle escalated calls and assist during high-volume periods, ensuring every member concern is addressed with empathy and efficiency.
• Optimize Workforce Efficiency:Partner with the workforce team to monitor call volumes and staffing needs, making real-time decisions to maintain service excellence.
• Drive Cross-Team Collaboration:Work closely with other departments to gather feedback, share insights, and recommend improvements that enhance the member and employee experience.
• Own the Audit Process:Ensure all monthly audit requirements are met and collaborate on the development of job standards that support team success.
• Embrace Flexibility:Take on additional responsibilities as needed to support the evolving needs of the Contact Center and BECU as a whole.

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:

• Leadership Opportunity:You'll lead a team that's central to BECU's member experience and operational success.
• Innovation-Driven Environment:Your ideas and insights will help shape the future of remote member services.
• Collaborative Teamwork:You'll work alongside passionate professionals who are committed to excellence and innovation.

QUALIFICATIONS

Minimum Requirements:

• Associate's degree or equivalent work and/or educational experience required.
• Minimum one year of leadership experience in the financial services or contact center environment required. Two years of leadership experience preferred.
• Minimum two years of technical member service/customer service support experience required. Three years preferred.

Preferred Qualifications:

• Thorough knowledge of Credit Union's remote services within the virtual banking applications preferred.
• Experience with an automated call distribution (ACD) system preferred.
• Ability to plan, organize and implement projects or initiatives in a timely manner.
• Ability to analyze data related to staffing to ensure staff is best utilized during peak and slow times in conjunction with the workforce team.
• Proficient verbal and written skills required to effectively communicate.
• General knowledge and understanding of federal and state regulations governing deposits, lending, and electronic funds, including any reporting requirements.

JOIN THE JOURNEY

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

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.
#BECU #YourGrowth #BECUJourney

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.