Call Center Financial Coach
About The Position
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 is a member-first organization that prioritizes integrity, teamwork, innovation, and empathy. We make business decisions with our members at the top of mind, are honest and committed to doing what's best for our members and our company, believe we are in this together and all benefit from our success, identify new ideas for processes or products that will lead to positive changes and take the initiative to implement the changes, and understand that communication starts by listening, understanding diverse perspectives, and caring about others’ sustained success.
Requirements
- 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
- High school diploma or equivalent required
- Must be authorized to work in the US
Nice To Haves
- Bachelor’s degree in finance, Business, Economics, or related field
- Associate degree (two-year college degree) or completion of a specialized business or trade program (approximately 60–64 credit hours)
Responsibilities
- 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
- Efficiently resolve the member’s immediate need with accuracy and professionalism
- Handle complex or escalated inquiries across accounts, lending, and digital services
- Deliver 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
- 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, and sales and conversion metrics
- Support lending, servicing, and operational workflows as needed
- 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
Benefits
- Medical
- Dental
- Vision
- FSA
- 401(k)
- Student Loan Paydown
- paid Sick and Vacation time benefits
- competitive incentive program
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
