Member Service Specialist - Universal Call Center

Metro Credit Union•Chelsea, MA

20h•$46,000 - $63,000•Hybrid

About The Position

Provides comprehensive support to members across multiple digital and phone-based channels, including chat and video banking. Assists with a wide range of financial transactions, delivers personalized guidance on Metro’s products and services, opens new accounts, and resolves member issues with professionalism and care Requires a wide operational knowledge to resolve complex issues—from account reviews and disputes to lending inquiries, digital banking support, IRA questions, and financial education. Agents deliver high-quality service, promote financial wellness, and meet performance goals in a fast-paced, high volume environment.

Requirements

High school diploma or equivalent required.
Customer/member service experience with a sales focus strongly preferred.
Strong communication skills - verbal and written.
Ability to effectively present information over the telephone and email to members and other employees
Superb attention to detail; ability to work with percentages and decimals with accuracy
Working knowledge of loan documentation and consumer loan regulations preferred
Experience and ability with computers, software - we will train on our specific software

Responsibilities

Manages multiple member interactions simultaneously across digital channels including chat, video banking, secured messaging, and social media, ensuring timely and accurate service delivery.
Facilitates complex member interactions via video, including account openings, wire transfers, and adding joint account holders, ensuring compliance and member satisfaction.
Coordinates with internal teams to ensure seamless service across delivery channels and monitors interaction queues to maintain service levels.
Provides primary coverage to Service Center by assisting members via various delivery channels; Phone and Digital Channels including Chat, Email, Video Banking, Interactive Teller Machines and social media.
Provides secondary coverage organization-wide via Secured Message and Branch support.
Meets or exceeds designated product referral goals based on business needs and organizational growth goals.
Identifies financial needs of new and existing members while providing exemplary service.
Accurately completes all account opening requirements, such as appropriate notation and correct documentation.
Successfully completes Digital Branch transactions and end-of-day branch balancing, as assigned.
Conducts consumer loan interviews; aids members in the completion of loan applications including verifying identification, obtaining required signatures, and ensuring that approval conditions are met.
Resolves product and service complaints by determining cause of the problem, selecting, and explaining the best solution, expediting correction/adjustment, and following up to ensure resolution.
Complies with all Metro policies and standard operating procedures (“SOPs”), with particular attention to Office of Foreign Assets Control (“OFAC”) and security transactions, and Bank Secrecy Act (“BSA”).
Succeeds in a metric performance driven environment where KPIs and service levels are continuously monitored.
Accepts continuous feedback in real time and through coaching sessions with monitored calls via our Quality Assurance program.
Maintains member and bank operations confidentiality.
Acts as a senior resource for escalated member interactions and supports onboarding and training of new agents.
Performs additional duties, as directed by management.

Benefits

Health, Dental, and Vision coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copays and provides 100% coverage on prescription copays.
All staff eligible for annual bonus and annual (vesting) retention bonus
3 weeks paid vacation per year; 11 paid holidays
401(k) with matching plan and Safe Harbor Plan – Metro contributes 3% regardless of your contribution
Wellness Incentives; Employee Assistance Program; Flexible Spending Account; Prescription Drug program and range of voluntary benefits (LTD, STD, AD&D); access to no-interest loans; $150/Quarter reimbursements for wellness and lifestyle expenses
Discounts on Pet Insurance
Strong growth opportunities – attain your long-term career goals at Metro
Individual Development Plans
Position-related or job-related tuition assistance (1 year eligibility)
Superb in-house training programs
Growing, dynamic environment with a strong culture and exceptional team of co-workers