Spec, Call Center Service Delivery

We want to invest in YOU! At BCU, we believe our success starts with our people, and we're committed to creating an environment where you can thrive through career growth opportunities, competitive benefits, workplace flexibility, and a collaborative culture. BCU is a not-for-profit, member-owned Credit Union with nearly $6 billion in assets and more than 370,000 members .

We provide easy, secure banking solutions that help people achieve financial freedom while serving employees and families of major Fortune 100 organizations and communities across northern Illinois, southern Wisconsin, Minnesota, and Puerto Rico. We're proud to be Certified™ by Great Place to Work® from March 2026 through March 2027 , reflecting our commitment to an inclusive culture where employees feel valued, supported, and empowered.

Click HERE to read more. Looking for a great place to work? Let's talk. Click HERE to view our benefits website. S U M M A RY T h is role p rovides s e rvice su p po rt an d interacts a s th e BCU b rand s e rvicing ou r member’s n ee ds . Are yo u goal d riven? D o yo u hav e great a ctive listening sk i l l s ? W e a re looking f o r p r o f essional i nd ividuals t o s e rvice ou r members in ou r f a s t - pa ce d call center.

T h e p rimary pu r pos e o f t h is role is t o p rovide b est in c lass member s e rvice b y an s we ring incoming c a lls t o h elp r e s o lve routine an d complex member inquiries w ith empathy an d compassion. An individual w h o can walk in ou r m e mbers s h o es an d advo cate t o p rovide resolution. T h is role comes wi t h a f u n t eam, rewards, recognition, an d oppo rtunity f o r advan cement.

R O L E AN D R E S PO N S I B I L I TIES S ervice 50-100 f i r s t t ier i n coming m e m b er calls d a il y , i n cluding general m e m b er i n q u i r i es, a c count r esearch, f r au d an d d isputes o r a s a s s i gned Develop an d d isplay a complete und e r stand ing o f a ll r equired Visa, governmental, r e gulatory, a n d d epartmental po l i cies, p rocedures, an d compliance guidelines, pa r t icularly thos e p ertaining t o customer v erification Deliver o n a f i r s t contact r esolution experience b y us i n g a l l r esources, i n c l ud ing o u r p r o c ess kno w ledge r epository, s elf-servicing too l s an d ava ilable su rrounding suppo rt Demonstrating p r o b l em so l v i n g a n d p rocess i m p rovements sk ills, t o r educe m e m b er effort an d im p rove ou r bus i n e s s b e s t p ractices Based o n m ember n eed, p r o m ot e t h e a d o p t ion o f o r c onv ersion t o ava il a b l e c r edit u n ion p roducts an d s ervices Own th e ab i l i t y t o qu ickly ad a p t a n d suppo r t n e w st rategies, t o o l s , a n d ta ctics t o b etter s ervice ou r mem b e r s Build st rong i nt ernal p a r tn erships w i t h m ana gem ent a n d p e ers in contributing t o a p roductive an d qua li t y t e a m environment Meet o r exceed a l l k ey p e r f o r m a n ce p roduction a n d qua l ity experience goals, completing a ll ass i gned work w ith a ccuracy a s e stab lished b y BCU guidelines an d tr a ining Other du t ies a s a s s i gned Q U A L I F I C A TIONS A N D E D U C A T I O N R E Q UI R E M E N TS

• H i gh s chool d iploma o r e q u i va lent
• Minimum 1 y ear o f customer s ervice experience
• H i gh energy, pos i t ive a tt itude, s elf-starting an d c o a chable i nd ividual
• S t rong i nt e rpersonal, v e r b a l , written a n d a c t i v e li st ening sk ills
• A pt itude t o d evelop an d o wn st rong und e r s t and ing o f regulatory an d d epartmental po l i cies
• A b ility t o work e f f ectively an d pa y a t t ention t o d etail i n f as t pa ced environment, l everaging too l s t o d rive a f i r s t contact r esolution every t i m e.
• A b ility t o adap t q u i ckly an d easily t o changes i n st rategies, t oo ls o r ta c t ics
• Desire t o f o r m an d m ak e b us i n es s im p rovement r ecommendations
• A b ility t o b u il d ing st rong i nt ernal p ee r an d t eam pa r t n erships
• Desire t o me e t a ll established p erformance goals consistently
• Basic W i ndo ws P C n av i gation a n d M ic r o s o f t o f f ic e k n o wledge Our WHY is the reason we exist: To Empower People to Discover Financial Freedom. What do you celebrate as your purpose? At BCU we celebrate what makes you authentically YOU! #bYOU Click HERE to watch a short video to learn more about life at BCU! BCU Shared Values: We foster an environment of INCLUSION. All individuals are treated fairly and respectfully, have equal access to opportunities and resources, and can contribute fully to the organization's success. We act with INTEGRITY. We follow the golden rule without exception. We display COURAGE in our convictions. We drive innovation, reaching beyond boundaries and thoughtfully explore new horizons. We excel through COLLABORATION. By working as one, sharing information and seeking solutions, we deliver exceptional outcomes. We WOW our members. We focus intensely on putting the member first, delivering extraordinary experiences that create lasting relationships inside and outside the organization.