Sales & Service Agent

Job description

Our Member Service Center is growing! As the face of Metro, this team is responsible for delivering quality service on a range of operations and products. You are the face of Metro, representing the Credit Union in a positive manner while processing transactions accurately and efficiently. You will be trained and have references/resources to meet service levels and operational metrics to comply with established policies and procedures. You will identify cross-selling opportunities, recommending appropriate products and services to enhance the overall experience of our members. This is a dynamic team with high impact roles, it's a great place to start with the organization. Job Summary Be the voice member’s trust. As a Sales & Service Agent, you’ll deliver outstanding service over the phone-solving problems, answering questions, and guiding members to the right financial solutions. You’ll support members with everyday account needs, loan-related questions, and service requests, while identifying opportunities to recommend products or make referrals that strengthen their relationship with Metro. If you’re customer-focused, detail-oriented, and motivated by goals, this role offers a strong next step in your financial services career. As part of our Universal Service Center, this is an excellent opportunity for someone who thrives in a fast-paced environment, takes pride in accuracy, and enjoys connecting the dots- listening carefully to member needs and recommending the right next step. You’ll be supported by structured onboarding, ongoing coaching, and the tools needed to grow your skills and build a long-term career in financial services. Why Join Us Meaningful impact: You’re helping members make confident financial decisions while resolving real issues quickly and professionally. Variety + growth: Transactions, problem-solving, member support, and needs-based product guidance (you won’t do the same thing all day). Clear expectations + support: You’ll work in a performance-driven environment with coaching and QA support designed to help you improve and succeed. What You’ll Do Member Support & Problem Resolution • Support members via phone and digital channels by answering questions, resolving issues, and providing clear guidance with a calm, professional tone. • Investigate concerns (transactions, disputes, account activity), explain next steps, and follow through to resolution. • De-escalate complaints by identifying root causes and communicating solutions clearly and respectfully. Transactions & Account Servicing • Complete a wide range of member transactions such as withdrawals/transfers, loan payments, fee rebates, account maintenance, and debit card support. • Balance daily work accurately within established guidelines and ensure documentation is complete. Lending & Digital Banking Support • Answer lending-related questions (loan status, escrow inquiries, payoff quotes, and payment history) and guide members with clarity and confidence. • Troubleshoot online/mobile banking access and digital issues, helping members adopt secure self-service options when possible. • Identify potential fraudulent activity and escalate concerns according to Metro's security and risk protocols. • Authenticate member identity and maintain strict confidentiality in line with security and privacy requirements. Needs-Based Conversations & Referrals • Ask thoughtful questions to understand what the member is trying to accomplish and recommend products/services that strengthen their overall relationship with Metro. • Make warm referrals to specialized partners (mortgage, commercial lending, insurance, investments) when the member’s needs call for it. Performance, Quality & Teamwork • Succeed in a metric-driven environment where service levels and KPIs are monitored—and use coaching/QA feedback to keep improving. • Collaborate with teammates and internal departments to deliver a seamless member experience. What You’ll Bring • High school diploma or equivalent. • 1–2 years of customer service experience. • Strong communication skills (verbal + written), active listening, and a genuine desire to help people. • High attention to detail and comfort working with multiple systems in a fast-paced environment. Preferred • Call center experience (especially high-volume) and/or banking/financial services exposure. • Interest in needs-based selling and referrals (comfortable offering solutions that truly fit the member). Schedule, Location & Hybrid Service Center Hours: Monday–Wednesday 8:00am–5:00pm; Thursday–Friday 8:00am–6:00pm; Saturday 8:00am–1:00pm. Scheduling note: Team coverage requires working some expanded hours regularly (Th/F until 6pm) and rotating Saturday shifts. On-site/Hybrid: New Sales & Service Agents onboard on-site in Chelsea due to the training required. After onboarding, the role is eligible for a hybrid arrangement (minimum 3 days in-office/week) based on performance/metrics and good standing. Why Join Our Team Compensation & Benefits Summary Comprehensive Health Coverage Health, Dental, and Vision coverage for employees working minimum 20 hours per week. Metro provides assistance toward premiums and copays and offers 100% coverage on prescription copays through the Prescription Drug Program. Time Off Three weeks of paid vacation per year and 11 paid holidays, supporting work-life balance from day one. Competitive Compensation Annual bonuses for all staff, including both annual performance bonus and annual vesting retention bonus. Robust Retirement Benefits 401(k) retirement matching plan and Safe Harbor Plan. Metro contributes 3% regardless of employee contribution, ensuring your financial future is secured. Wellness & Financial Support Wellness incentives, Employee Assistance Program, Flexible Spending Account, and range of voluntary benefits including LTD, STD, and AD&D. Access to no-interest loans and $150 per quarter reimbursement for wellness and lifestyle expenses. Career Development Strong growth opportunities with individualized development plans. Position-related tuition assistance available after one year of eligibility. Superb in-house training programs to build your skills. Additional Perks Discounts on pet insurance. A growing, dynamic work environment with strong culture and exceptional team members who are passionate about serving our community. Additional benefits include wellness reimbursements, tuition assistance, and professional development opportunities. Hybrid Policy Eligibility Minimum days in office per week: 3 (Tuesday and Wednesday required). Minimum days in office for onboarding: 90 days. 4x10 eligible: Yes. Compensation Disclosure $43,000 – $58,000 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. 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 Metro@work 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 .