West Roxbury Branch - Sales & Service Representative

Reports To: Branch Manager
Work Model: Onsite
Location: West Roxbury, MA
People Manager: No

Why This Role Exists

Great branch experiences begin with employees who listen carefully, build trust, and help members make confident financial decisions.

As a Sales & Service Representative at Metro’s West Roxbury Branch, you will be more than a transaction processor. You will become a trusted resource for new and existing members, helping them manage everyday banking needs, understand their options, and connect with financial solutions that support their goals. You will also play an important role in branch operations, including opening and closing responsibilities, transaction accuracy, and protecting member information.

What You’ll Own

• A welcoming, efficient, and personalized experience for every member you serve.

• Financial conversations that uncover member needs and connect people with appropriate products, services, and internal partners.

• Accurate account opening, transaction processing, documentation, and daily balancing.

• Timely resolution of member questions, concerns, and service issues.

• Your contribution to branch sales, service, and referral goals.

• Continued growth across branch skills, systems, products, lending, and service capabilities.

What You’ll Do

• Process deposits, withdrawals, check cashing, loan payments and payoffs, official checks, money orders, cash advances, and other member transactions accurately.

• Open and service consumer accounts while ensuring required identification, signatures, documentation, and security clearances are complete.

• Ask thoughtful questions to understand each member’s needs and recommend appropriate financial solutions.

• Conduct consumer loan interviews, assist with applications and documentation, and keep members informed throughout the process.

• Make effective referrals to Metro partners when a member would benefit from additional expertise.

• Resolve member concerns by identifying the root cause, explaining available solutions, and following through to resolution.

• Balance daily work within established guidelines and protect confidential member information.

• Serve as a branch keyholder with responsibility for opening or closing the location as assigned.

• Build additional skills through Metro’s Universal Service program and provide support across functions when needed.

All branch employees are scheduled to support full business-hour coverage, including rotating Saturday shifts.

Success Looks Like in 12 to 18 Months

• Members recognize you as a knowledgeable, approachable, and dependable financial resource.

• You confidently handle routine branch transactions, account openings, and consumer lending conversations.

• Your work is consistently accurate, properly documented, and within balancing expectations.

• You contribute meaningful referrals and help the branch progress toward its sales and service goals.

• Member concerns are handled with ownership, good judgment, and appropriate follow-through.

• You have expanded your capabilities through cross-training and can provide broader support to the branch and other Metro teams.

• You are building a clear path toward continued growth within retail banking or another area of Metro.

You’ll Love This Role If...

• You enjoy helping people understand financial products without making the conversation feel complicated.

• You are curious, attentive, and comfortable asking questions to uncover what someone really needs.

• You like combining relationship-building with detailed, accuracy-sensitive work.

• You take ownership of problems and follow through rather than passing them along.

• You thrive in a busy, team-oriented environment where priorities can shift throughout the day.

• You are motivated by learning new skills and creating future career opportunities.

AI Expectations

AI is an emerging part of how Metro employees learn, communicate, and work more efficiently. In this role, you will be expected to build confidence using approved AI tools where appropriate to improve communication, locate information, prepare for member conversations, and support your continued learning. AI should never replace human judgment, member relationships, privacy requirements, or established procedures.

Required Qualifications

• High school diploma or equivalent.

• Ability to communicate clearly and provide attentive, respectful service.

• Ability to handle financial transactions and detailed documentation accurately.

• Dependability and the ability to work onsite during scheduled branch hours, including rotating Saturdays.

• Ability to use standard computer applications and learn branch systems and equipment.

• Ability to operate office and branch equipment and lift teller drawers or coin bags weighing up to 50 pounds.

• Highly motivated self-starter with a growth and results-driven mindset, exceptional energy, and a constant drive to achieve more, improve outcomes, and impact the business.

Preferred Qualifications

• One or more years of banking, credit union, or comparable financial-services experience.

• Previous experience in sales, account servicing, lending, or a member-facing environment.

• Experience opening accounts, processing financial transactions, or recommending products based on customer needs.

Why Metro

Metro offers the stability of an established credit union with the energy of an organization that is growing and investing in its future. You will receive structured training, on-the-job support, and opportunities to expand your skills across branch service, financial products, lending, and other areas of the organization. This is an opportunity to build meaningful member relationships, contribute visibly to your branch, and develop a long-term career in financial services.

Benefits, Work Model, and Compensation

Work Model: Onsite at the West Roxbury Branch
Schedule: Full business-hour coverage, including rotating Saturday shifts
Compensation Range: $21.14 to $28.60 per hour

The salary range listed gives a general idea of what we expect to offer. We consider your experience, unique strengths, and the impact you’re likely to make in the role. On top of that, we offer a competitive benefits package and other perks that round out the total compensation.

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.