Call Center - Financial Coach

Location: 3560 Pentagon Blvd, Beavercreek, Ohio

Position Type: Full-Time/Regular, Non-Exempt (Hourly)

NMLS Required: Yes

Grade and Compensation Band: PG 12 – $22.85 – $34.35/hour
Target Compensation: $26.50/hour

About the Role

The Financial Coach I – MHC delivers extraordinary service while encouraging members and non-members to choose the Credit Union as their primary financial services provider. This role proactively builds member relationships through consumer lending, new account establishment, and account servicing activities via remote delivery channels (telephone, mobile, web, email, and future live chat) to meet their financial needs.

Responsibilities

• Provide extraordinary member service by engaging with members to meet their financial needs, proactively recommend credit union products and services (including loan protection products and referrals to other lines of business), and accurately address service needs.
• Increase member engagement by educating members on ease of use and convenience services while ensuring proper policies, procedures, risk mitigation, and operating controls are followed.
• Report gaps in policies, procedures, and operating controls to leadership to mitigate member impact and risk.
• Accurately process consumer loan applications (e.g., Credit Card, Personal, Auto, & Home Equity Loans) for new and existing members and perform maintenance on accounts via a high-volume Contact Center (30%).
• Engage with members and non-members to consult on new accounts, lending needs, and overall financial wellness, including credit reports. Proactively coordinate with members post-application to collect required documents and ensure policy/risk compliance (20%).
• Demonstrate attention to detail to identify fraud and red flags on applications via online channels. Analyze alerts to mitigate fraud using prevention tools and resources.
• Review applications for accuracy, prepare closing documentation, and fund approved loans using electronic signatures or arrange in-person closings (10%).
• Ask open-ended questions to uncover member needs and recommend suitable deposit accounts and loan products. Analyze credit reports to identify competitive buyout opportunities and improve financial wellness (5%).
• Assist members with questions about products/services and resolve escalations, potentially supporting other Member Help Center queues (5%).
• Perform miscellaneous duties as required (5%).

Requirements

• High school diploma or equivalent required; a minimum of 5 years of relevant work experience may substitute for education.
• Some post-secondary education preferred.
• Minimum of 1 year of customer service experience required; 6–12 months of financial industry service experience preferred.
• NMLS certification required.
• Experience in financial coaching, financial literacy education, or the financial industry required.
• Hands-on experience with loans, account openings, and guiding members through documentation required.
• Working knowledge of personal finance, credit, and consumer financial products required.

Skills

• Excellent member service, phone etiquette, and communication (written & verbal).
• Strong customer service and communication skills, with the ability to explain financial concepts clearly.
• Proficiency in financial software/systems (e.g., MeridianLink, Symitar) and Microsoft Office preferred.
• Ability to assess member needs, review credit reports, and recommend solutions with professionalism and optimism.
• Strong interpersonal skills, including active listening, empathy, and clear communication via phone, email, or in person.
• Sound decision-making, problem-solving, and ability to navigate regulatory requirements.
• Commitment to member support and continuous learning.