Call Center Agent

About the Role

Join a dynamic team of purpose-driven individuals committed to delivering exceptional service to our members. At Hanscom Federal Credit Union, we prioritize our members, operate with integrity, foster teamwork, drive innovation, and practice empathy in all interactions.

Pay

$22.23/hr to $27.79/hr. Compensation will be determined based on the candidate's experience, skills, and qualifications.

Benefits

• Full-time, permanent position with an annual bonus program
• Medical, Dental, and Vision insurance
• Flexible Spending Account (FSA)
• 401(k) retirement plan
• Student Loan Paydown assistance
• Paid Sick and Vacation time
• Flexible hybrid work schedule
• Career growth and development opportunities

Responsibilities

• Meet incoming member contact metrics and standards with high-quality, consistent service
• Ensure personal operations (member identity verification, transaction processing, assigned member document processing) align with operational compliance standards
• Take ownership of member concerns and resolve issues at the first point of contact
• Achieve personal performance productivity targets
• Develop a full understanding of all member support functions, including account maintenance, remote loan application processing, and transaction processing
• Identify and recommend products and services beneficial to members
• Learn, adapt, and navigate new innovative technologies
• Perform other duties as assigned

Requirements

• 1-2 years of similar or related experience, including preparatory experience
• High school degree or equivalent

Skills

• Strong organization and multi-tasking abilities
• Detail-oriented and intuitive with a focus on relationship-building
• Ability to provide high-level service and build rapport
• Capability to perform job functions independently or with limited supervision
• Proficiency in reading and following written and oral instructions
• Basic mathematical and computer skills
• Clear and professional communication, both verbal and written
• Ability to handle multiple, simultaneous, and changing priorities under deadlines
• High level of discretion with confidential matters
• Composure under stress and fast-paced environments
• Ability to work effectively as part of a team or independently

Physical Requirements

• Primarily sedentary work with occasional lifting of up to 10 lbs
• Able to bend, sit, and stand for extended periods
• Capable of climbing/descending stairs in emergency situations
• Able to operate routine office equipment (computers, telephones, copiers, etc.)
• Capable of working on a computer for an average of 6-8 hours per day
• Ability to work extended hours or travel off-site as required by management
• Regular, reliable, and timely attendance

Working Conditions

• Work indoors in a climate-controlled shared work area with minimal noise
• Ability to handle diverse personalities and cultures professionally
• Must be authorized to work in the U.S.