Secure Messaging Consultant

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:

As a Secure Messaging Consultant, you'll be the first line of digital connection between BECU and our members-providing timely, thoughtful, and solutions-oriented support through our secure messaging platform. You'll bring empathy, problem-solving skills, and expert knowledge to every message, ensuring that each member feels heard, supported, and valued. By delivering clear and compassionate communication, you'll make financial interactions easier and more personal-even in a digital space. Your ability to multitask, navigate complex systems, and proactively solve issues will directly impact member satisfaction, trust, and loyalty.

WHAT YOU'LL DO:

• Engage Through Secure Messaging:
  Respond to inbound secure messages with professionalism, care, and speed-ensuring each member receives personalized and accurate support.
• Solve Complex Issues:
  Conduct research, assess risks, and take ownership of resolving member concerns-even when navigating nuanced or high-impact scenarios.
• Balance and Prioritize:
  Manage multiple conversations simultaneously while maintaining high service levels and delivering meaningful, efficient responses.
• Elevate the Member Experience:
  Consistently meet or exceed service and quality expectations, treating each interaction as an opportunity to build connection and trust.
• Mentor and Support Peers:
  Train and coach Technical Support Analysts and Lending Solutions Specialists on the secure messaging platform to promote shared success.
• Use Tools with Confidence:
  Leverage multiple systems and platforms to gather information, answer inquiries, and resolve requests quickly and accurately.
• Be the Voice of the Member:
  Identify and escalate trends or technical issues that impact the member experience across Messenger, the mobile app, or Online Banking.
• Write with Impact:
  Communicate clearly, concisely, and with the right tone-crafting messages that solve problems and anticipate member needs in the first response.
• Thrive in a Fast-Paced Setting:
  Show adaptability and teamwork in a high-volume environment focused on continuous improvement and innovation.
• Demonstrate Independence:
  Work autonomously and make sound decisions during extended hours, even when additional support or leadership isn't immediately available.
• Contribute Beyond Messaging:
  Take on additional responsibilities that support BECU's mission and the evolving needs of our members.

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:

This opportunity is perfect for a tech-savvy communicator with a passion for service, an eye for detail, and a heart for helping others. If that sounds like you, here's what you can expect:

• A member-first role that blends digital service with human connection
• Opportunities to resolve meaningful issues that directly impact people's financial lives
• A collaborative, high-performing team environment
• The ability to grow your communication, problem-solving, and tech navigation skills
• Visibility into innovative digital banking tools and secure messaging platforms
• Flexibility with remote work and autonomy in how you manage your day
• A values-aligned culture rooted in trust, transparency, and empathy

QUALIFICATIONS:

Minimum Qualifications:

• Bachelor's degree or equivalent education or related experience
• Minimum two years of experience in a financial institution or customer service environment

Desired Qualifications:

• Contact Center experience
• Successful completion of the Contact Center training program within six months of date of hire
• Demonstrated knowledge of state and federal laws and regulations that pertain to all membership, deposit, and loan products and services offered
• Proficient PC skills and familiarity with Microsoft Office products
• Proficient verbal skills and excellent written skills to effectively communicate and provide customer service
• Ability to sit or stand to answer secure messages for an extended period
• Ability to work remotely and meet applicable remote work requirements
• Effective investigation and communication skills and the ability to identify cross-servicing opportunities to meet member needs
• Excellent organizational skills, with the ability to handle multiple tasks by prioritizing job responsibilities

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.