Call Center Financial Coach

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.

• 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.

$27.77/hr to 34.72/hr

• 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.

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.

• 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
  • 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

• 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…