Call Center Financial Coach

Hanscom Federal Credit Union•Littleton, MA

19d•$28 - $35•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. 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.

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, or 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
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
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
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