Call Center Financial Coach

About the role

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.

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
• Support lending, servicing, and operational workflows as needed

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

Qualifications

• High school diploma or equivalent required
• One of the following preferred:
• 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)

Skills

• Financial wellness certification
• Continuous learning 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

• $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

Pay

• $69,445 per year
• $73,500.00 - $106,500.00 annual
• $85,846 per year
• $54,082 per year
• $20–$24 per hour

Schedule

• Full-time, permanent position