Call Center Agent

Hanscom Federal Credit Union; Littleton (MA); Hybrid; USD 31,000 - 38,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k)

Hybrid work schedule

Annual bonus program

Job summary

Hanscom Federal Credit Union is seeking a Call Center Agent in Massachusetts to deliver exceptional member service. You will join a dynamic team focused on helping members with timely, accurate assistance and build trust through effective communication.

The role requires 1–2 years of relevant experience and a high school diploma or equivalent, with a flexible hybrid schedule and opportunities for growth within the organization.

Qualifications

• 1-2 years of similar or related experience, including preparatory experience.

Responsibilities

• 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.
• Understand all member support functions including account maintenance, remote loan application processing and transaction processing.
• Identify products and services that might be beneficial to members and provide information on these and their value.
• Learn, adapt, and navigate new innovative technologies.
• Other duties as assigned

Skills

Customer service

Communication

Multitasking

Relationship building

Education

High school diploma or equivalent

Job description

Job Details

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.

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.

We currently have three openings available for this position!

What We Offer

$22.23/hr to $27.79/hr

Compensation for this position will be determined based on the candidate's experience, skills, and qualifications. Final pay may vary depending on factors such as prior experience, expertise, and specific requirements of the role. We are committed to offering competitive compensation and will discuss the final pay rate with candidates should an offer be made.

• A full-time, permanent position that will reward you through an annual bonus 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 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.

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

1-2 years of similar or related experience, including preparatory experience.

Education/Certifications/Licenses

A high school degree or equivalent

Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

WORKING CONDITIONS

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental And/Or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

• Must be authorized to work in the US **