Sales & Service Agent - Universal Service Center

Why This Role Exists Every conversation a member has with Metro shapes their trust in our organization. As Metro continues to grow, our Member Service Center plays a critical role in delivering fast, accurate, and personalized support across a wide range of products and services. This role exists to help members solve problems, navigate financial decisions, and strengthen their relationship with Metro through exceptional service. Whether assisting with day-to-day transactions, answering lending-related questions, resolving concerns, or identifying opportunities that improve a member's financial well‑being, Sales & Service Agents serve as trusted advisors and ambassadors for the Metro experience. This is more than a call center position. It is an opportunity to make a meaningful impact on members while building valuable experience in financial services, sales, digital banking, lending support, and member relationship management. What You'll Own Exceptional member experiences across phone and digital channels. Accurate and efficient account servicing and transaction processing. Resolution of member inquiries, concerns, and service issues. Member education and adoption of Metro's digital banking tools. Needs-based product recommendations and referral opportunities. Protection of member information through adherence to security and compliance standards. Achievement of service, quality, and performance goals that support organizational success. What You'll Do Serve as a primary point of contact for members, providing professional, accurate, and personalized support. Resolve account-related questions, transaction concerns, disputes, and service requests from initial contact through resolution. Process member transactions including transfers, withdrawals, account maintenance, loan payments, fee adjustments, and debit card servicing. Support members with loan-related inquiries, including loan status updates, payoff requests, escrow questions, payment history, and general lending support. Troubleshoot online and mobile banking issues while helping members build confidence using self-service tools and digital resources. Identify potential fraud risks or suspicious activity and elevate concerns according to Metro's established security procedures. Conduct thoughtful, needs-based conversations to recommend products, services, and solutions that help members achieve their financial goals. Make warm referrals to mortgage, insurance, investment, commercial lending, and retail banking partners when specialized expertise is needed. Collaborate with teammates and internal departments to provide a seamless member experience. Improve performance through coaching, quality assurance feedback, training, and professional development. Success Looks Like in 12 to 18 Months Members consistently receive prompt, accurate, and professional service. Service, quality, and productivity expectations are consistently achieved. Member concerns are resolved efficiently with strong service outcomes. Product recommendations and referrals contribute to deeper member relationships. Members increasingly adopt digital banking tools and self-service capabilities. Security and compliance standards are consistently maintained with minimal errors. You are recognized as a trusted and knowledgeable resource within the Member Service Center. You have developed a broad understanding of Metro's products, services, and member needs, positioning you for future career growth. You'll Love This Role If... You genuinely enjoy helping people solve problems and achieve their goals. You thrive in a fast-paced environment where every day brings a different challenge. You are energized by conversations and building relationships with members. You enjoy balancing service, problem-solving, and sales opportunities. You are motivated by goals and take pride in achieving measurable results. You are highly organized, detail-oriented, and committed to getting things right. You value coaching, feedback, and continuous learning. You are interested in building a long-term career in financial services. AI Expectations Metro continues to explore responsible uses of AI and digital tools to improve efficiency, service quality, and the member experience. Sales & Service Agents are expected to use approved technology tools, knowledge resources, and process automation solutions to improve accuracy, reduce routine administrative work, and strengthen member support. Human judgment, relationship building, problem-solving, and sound decision-making remain central to the role. Required Qualifications High school diploma or equivalent. 1-2 years of customer service experience. Strong verbal and written communication skills. Excellent active listening and problem-solving abilities. Strong attention to detail and accuracy. Ability to manage multiple systems and priorities in a fast-paced environment. Commitment to delivering exceptional service and maintaining confidentiality. Preferred Qualifications Previous call center experience, particularly in a high-volume environment. Banking, credit union, or financial services experience. Experience supporting lending, account servicing, or digital banking functions. Comfort engaging in needs-based selling and referral conversations. Demonstrated success working within a performance-based service environment. Why Metro At Metro Credit Union, our employees are at the center of everything we do. We are committed to helping our members achieve financial confidence while creating meaningful career opportunities for our team. Joining Metro means becoming part of an organization that is growing, investing in technology, and continuously improving how we serve our communities. You will receive comprehensive training, ongoing coaching, and development opportunities designed to help you expand your skills and advance your career. Here, your work matters. Every conversation, every solution, and every member interaction contributes to building stronger financial futures throughout the communities we serve. Benefits, Hybrid Eligibility, and Compensation Schedule Member Service Center hours: Monday-Wednesday, 8:00 AM-5:00 PM; Thursday-Friday, 8:00 AM-6:00 PM; Saturday, 8:00 AM-1:00 PM. Full-time, primarily phone-based call center role. Team coverage requires regular participation in expanded Thursday and Friday schedules and rotating Saturday shifts. Hybrid Eligibility New Sales & Service Agents complete onboarding on-site in Chelsea. On-site in Chelsea for the first 180 days due to training requirements; hybrid eligibility afterward based on performance. Compensation $20 - $26 per hour ($43,000-$58,000 annual equivalent). The salary range listed provides a general expectation for the role. Final compensation is based on experience, unique strengths, and the impact you are expected to make. Metro also offers a competitive benefits package and additional perks that contribute to total compensation. If you are looking for an opportunity to build meaningful relationships, solve real problems, develop your financial services expertise, and grow your career with a mission-driven organization, we would love to hear from you. This position is not eligible for visa sponsorship. Our Benefits We believe great work starts with supporting our people. That's why we offer a competitive and well‑rounded benefits package designed to support your health, financial well‑being, career growth, and work-life balance. From medical, dental, and vision coverage to retirement savings, paid time off, learning opportunities, and employee wellness resources, we invest in helping our employees thrive both at work and beyond. Click here to learn more about our benefits package and employee perks. Ready to Make an Impact? At Metro Credit Union, we believe our employees are our greatest asset. We are committed to creating a work environment where you can thrive professionally while maintaining work-life balance. From comprehensive benefits and competitive compensation to opportunities for growth and development, we invest in your success. Join a team where your work makes a real difference in protecting our members and strengthening our community. About Metro Credit Union Metro Credit Union is the largest state‑chartered credit union in Massachusetts, with $3.4 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its View email address on click.appcast.io program. Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos ("Together We Advance") designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman's Best of 2025 awards; and recognized as one of America's Best Regional Banks and Credit Unions in 2025 by Newsweek. Learn more at MetroCU.org. #J-18808-Ljbffr Metro Credit Union