It’s an exciting time to be at Hanscom Federal Credit Union!
As a member of our Call Center, you will join a dynamic team of purpose-driven individuals committed to delivering exceptional service to our members.
Who we are – Hanscom Federal Credit Union
- Members-first – our members are our top priority. We make business decisions with our members at the top of mind.
- Integrity – we’re honest and committed to doing what’s best for our members and our company. What is right isn’t the same as what is easy.
- Teamwork – we are in this together and we all benefit from our success.
- Innovation – we identify new ideas for processes or products that will lead to positive changes and take the initiative to implement the changes.
- Empathy – we understand that communication starts by listening, understanding diverse perspectives, and caring about others’ sustained success.
What we offer
$27.77/hr to 34.72/hr
Compensation for this position will be determined based on the candidate's experience, skills, and qualifications. Final pay may vary depending on factors such as prior experience, expertise, and specific requirements of the role. We are committed to offering competitive compensation and will discuss the final pay rate with candidates should an offer be made.
- A full-time, permanent position that will reward you through a competitive incentive program.
- Medical, Dental, Vision, FSA, 401(k), Student Loan Paydown, and paid Sick and Vacation time benefits.
- A flexible hybrid work schedule environment.
- We are committed to fostering career growth and development – when you join our organization it’s not just a job.
- We look to develop your skills aligned to our business needs and help you progress in your career.
Who you are – Call Center Financial Coach
You are a dynamic, detail oriented, intuitive person with the ability to develop relationships, build rapport and become a trusted team member. You are able to provide everyone you assist or support with a high level of service, have strong organization and multi-tasking skills, and are searching for a rewarding career where you are valued and respected.
What you'll do
Member Financial Guidance & Member Engagement
- Proactively identify financial needs beyond the initial reason for contact
- Provide personalized guidance on budgeting, savings, credit, and debt management
- Translate products and services into relevant, goal-based financial solutions
- Educate members to support informed financial decision-making
- Create forward-looking conversations by recommending next steps aligned to member goals Build trust through education, empathy, and consistent support
- Strengthen long-term member relationships through proactive engagement
- Ensure members feel understood, valued, and supported in their financial journey
Service Excellence, Opportunity Identification & Interaction Management
- Efficiently resolve the member’s immediate need with accuracy and professionalism
- Handle complex or escalated inquiries across accounts, lending, and digital services
- Delivering consistent, high-quality experiences at scale across all interactions
- Balance service efficiency with meaningful engagement
- Identify and act on opportunities to deepen member relationships during every interaction
- Recommend and position appropriate products and services based on member needs
- Execute opportunities through applications, referrals, or direct sales
- Contribute to a “value per interaction” mindset, not just call resolution
Operations, Compliance & Performance
- Ensure all interactions and transactions meet regulatory and compliance standards
- Maintain accurate and timely documentation of member interactions and outcomes
- Meet or exceed established goals across:
- Service performance
- Quality and experience
- Sales and conversion metrics
- Support lending, servicing, and operational workflows as needed
Professional Development
- Complete and maintain Financial Wellness certification
- Continuously build knowledge of financial products, services, and advisory techniques
- Stay current on industry trends and evolving member needs
- Adapt to new tools, technologies, and engagement models
Knowledge / Skills / Experience
- 3–5 years of experience in financial services, sales, or member-facing roles
- Strong knowledge of personal finance, credit, lending, and financial products
- Ability to balance service execution with consultative engagement
- Strong communication and relationship-building skills
- Comfort working in a high-volume, performance-driven environment
- Experience using CRM, financial tools, and digital service platforms
- Strong problem-solving, organization, and time management skills
Education
- High school diploma or equivalent required
- One of the following preferred:
- Bachelor’s degree in finance, Business, Economics, or related field, or
- Associate degree (two-year college degree) or completion of a specialized business or trade program (approximately 60–64 credit hours)
PHYSICAL REQUIREMENTS
Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
WORKING CONDITIONS
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
MENTAL AND/OR EMOTIONAL REQUIREMENTS
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
** Must be authorized to work in the US **
Required
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Strong knowledge of personal finance, credit, lending, and financial products
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3 - 5 years: Experience in financial services, sales, or member-facing roles
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
