Call Center - Financial Coach

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 by proactively building member relationships which includes consumer lending, new account establishment and account servicing activities that originate through remote delivery channels (telephone, mobile, web, email, and in the future live chat) to help meet their financial needs. 

1)      Provide extraordinary member service by engaging with members to help meet their financial needs, proactively recommend credit union products and services- including loan protection products, referrals to other lines of business, and accurately address members’ service needs. Increase member engagement and use of the cooperative by educating members on ease of use and convenience services. Ensure proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated. (30%)

2)      Accurately process consumer loan applications (i.e., Credit Card, Personal, Auto, & Home Equity Loans) for new and existing members and perform maintenance on members’ accounts as requested via a high-volume Contact Center. (25%)

3)      Engaging with members and non-members to help meet their new account and lending needs by consulting with them on their overall financial wellness, including credit reports. Proactively and efficiently coordinate with the member(s) after application has been submitted. Collect required material/documents in order to ensure Credit Union policy/risk is followed. Demonstrates an attention to detail that allows for identifying fraud and red flags found on applications via the online channel. Analyze alerts to mitigate fraud using fraud prevention tools and resources.  (20%)

4)      Review application for accuracy, prepare closing documentation, and fund approved loans utilizing electronic signature or make arrangements for the member to close in the Member Center Network. (10%)

5)      Ask open-ended questions to uncover member’s expressed or unexpressed needs to recommend suitable deposit account and loan products. Proactively review and analyze member’s credit report in an effort to uncover competitive buyout opportunities and improve members financial wellness. (5%)

6)      Assist Members with questions regarding WPCU products and services as well as resolve member escalations. This may require Financial Coaches to assist in any Member Help Center queue. (5%)

7)      Perform miscellaneous duties as required.  (5%)

1)      High school diploma or equivalent required; a minimum of 5 years of relevant work experience may be considered in lieu of a diploma. Some post-secondary education is preferred.

2)      A minimum of 1 year of customer service experience required.

3)      6-12 months of service experience in the financial industry preferred.

4)      Excellent member service, phone etiquette and communication (written & verbal).

5)      NMLS is required.

6)      Experience in financial coaching, financial literacy education, or the financial industry is required.

7)      Strong customer service and communication skills, with the ability to explain financial concepts clearly required.

8)      Hands-on experience with loans, account openings, and guiding members through documentation required.

9)      Working knowledge of personal finance, credit, and consumer financial products required.

10)   Proficiency in financial software/systems (e.g., MeridianLink, Symitar) and Microsoft Office preferred.

11)   Ability to assess member needs, review credit reports, and recommend solutions and make sound decisions with professionalism and optimism preferred.

12)   Strong communication and interpersonal skills with the ability to listen, show empathy, and clearly explain financial concepts in person, by phone, or by email.

13)   Sound decision-making, problem-solving, and professionalism able to work through regulatory requirements and deliver consistent results.

14)   Commitment to member support and continuous learning.