Call Center Agent

Hanscom Federal Credit Union•Littleton, MA

20d•Hybrid

About The Position

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. Hanscom Federal Credit Union values members-first, integrity, teamwork, innovation, and empathy. We are committed to fostering career growth and development, viewing this position not just as a job, but as an opportunity to develop skills aligned to business needs and progress in your career.

Requirements

1-2 years of similar or related experience, including preparatory experience.
A high school degree or equivalent
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 capable of regular, reliable and timely attendance.
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

Nice To Haves

Dynamic, detail-oriented, intuitive person with the ability to develop relationships, build rapport and become a trusted team member.
Able to provide everyone you assist or support with a high level of service.
Strong organization and multi-tasking skills.
Searching for a rewarding career where you are valued and respected.

Responsibilities

Meet incoming member contact metrics and standards with high quality and consistent service established by the company.
Ensure personal operations (member identity verification, transaction processing, assigned member document processing, etc.) are conducted in alignment with operational compliance standards.
Take ownership of member concerns and resolve member issues at first point of contact.
Responsible for achievement of personal performance productivity targets.
Expected to have a full understanding of all member support functions including, but not limited to account maintenance, remote loan application processing and transaction processing.
Identify products and services that might be beneficial to members and provide them with information on these and how they would provide value to the member.
Able to learn, adapt, and navigate new innovative technologies.
Other duties as assigned