Call Center Agent

It’s an exciting time to be at Hanscom Federal Credit Union!

As an agent in our Member Engagement Center, you will join a dynamic team of dedicated 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

• 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 Agent

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 every member 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

• 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

Knowledge/Skills/Experience Required:

At least 1 year of similar or related experience, preferably in a credit union or financial institution.

Education/Certifications/Licenses

A high school degree or equivalent

Experience

• 1 year(s): similar or related experience, preferably in a credit union or financial institution.

Education

• High School or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)