Newton Branch - Regional Member Specialist

Metro Credit Union•Newton, MA

2d•Onsite

About The Position

This role exists to ensure our members receive exceptional service wherever they choose to bank, while providing critical operational support across our branch network. As a Regional Member Specialist, you'll bring flexibility, expertise, and confidence to multiple locations, helping branches maintain a seamless member experience while supporting business growth, operational excellence, and strong financial outcomes. No two weeks look exactly the same. You'll have the opportunity to solve problems, build relationships, and make a measurable impact across multiple communities we serve.

Requirements

High school diploma or equivalent.
Experience in retail banking, financial services, retail sales, hospitality, customer service, or a related member-facing environment.
Demonstrated ability to build relationships, identify needs, and deliver exceptional service.
Ability to handle financial transactions accurately and maintain attention to detail.
Strong communication, problem-solving, and interpersonal skills.
Ability to travel between Metro branch locations as needed.
Ability to work branch operating hours, including Saturdays.
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.
Expected to use approved AI tools where appropriate to improve efficiency, learning, communication quality, and access to information. AI may be used to help prepare member communications, locate information, summarize content, and support administrative work. Sound judgment, regulatory compliance, privacy protection, and member relationships should always guide decision-making.

Nice To Haves

Previous banking, credit union, or teller experience.
Experience opening deposit accounts and assisting with consumer lending products.
Experience handling member escalations or complex service situations.
Previous experience serving as a lead employee, trainer, or informal team resource.
Knowledge of consumer banking regulations and compliance requirements.

Responsibilities

Delivering a consistent, high-quality member experience across multiple Metro branch locations.
Building trusted relationships that deepen member engagement and strengthen long-term loyalty.
Identifying opportunities to connect members with products and services that genuinely improve their financial lives.
Supporting branch operations, cash management, balancing, and compliance standards with accuracy and attention to detail.
Acting as a trusted resource for teammates and members during periods of staffing changes, increased volume, or operational needs.
Helping maintain a culture of accountability, service excellence, and teamwork wherever you're assigned.
Guiding members through everyday banking needs, account opening, financial transactions, and service solutions.
Conducting member conversations that uncover needs and help connect individuals to the right products, services, and lending solutions.
Supporting multiple branches with teller, member service, opening, closing, and operational responsibilities.
Assisting members through in-person, phone, and digital service channels.
Handling complex member questions and escalations with professionalism, ownership, and urgency.
Completing consumer loan interviews and assisting members throughout the application process.
Partnering with Retail colleagues to contribute to branch growth, referral activity, and member retention goals.
Maintaining compliance with all regulatory, security, operational, and risk-management requirements.