Sales & Service Supervisor - Peabody Andover Street

Metro Credit Union - Peabody, MA

Part-time - Entry Level

Remote - Peabody, MA

10,001+ employees

Credit Intermediation and Related Activities

About the position

The Sales & Service Supervisor at Metro Credit Union's Peabody - Andover St. Branch is responsible for overseeing daily operations, providing exceptional customer service, and contributing to branch sales goals. This role involves training new employees, managing transactions, and ensuring compliance with policies while fostering a positive work environment. The position offers opportunities for career development and growth within a supportive community.

Responsibilities

• Open and close the branch.
• Collaborate with Retail Operations Supervisor to test and validate new standard operating procedures (SOPs) and equipment installations.
• Train and coach new employees, ensuring they understand all processes and products.
• Process a variety of transactions including check cashing, deposits/withdrawals, loan payments and payoffs, official checks and money orders, cash advances, etc.
• Balance individual work, branch vault cash, recyclers, and Automated Teller Machines (ATMs).
• Provide approvals and system overrides for branch transactions more than employee limits.
• Monitor assignment and closure of branch and individual contact events processed in the core operating system.
• Respond to member inquiries and provide information relative to Metro Credit Union's policies and procedures.
• Open consumer deposit accounts for members after performing needs assessment to determine the best financial solution.
• Verify all account opening requirements have been met, including obtaining all applicable security clearances, required signatures, and paperwork.
• Conduct consumer loan interviews; aid members in completion of loan applications including verifying identification, obtaining required signatures, and ensuring that approval conditions are met.
• Communicate status of loan applications to members.
• Participate in sales and referral programs; contribute to branch sales goals.
• Cross sell products by answering inquiries, informing members of new services and product promotions.
• Make effective referrals to retail partners.
• Determine root cause of service problems and complaints, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
• Maintain member confidence and protect bank operations by keeping member information confidential.
• Examine escalated service issues, find solutions, and ensure total member satisfaction.
• Manage branch day-to-day operations in the absence of a Branch Manager and Assistant Branch Manager.
• Train on additional secondary skills such as outbound collection calls, processing loans, answering calls from the call center, and assist other departments as required by the Universal Service program.

Requirements

• High school diploma or equivalent strongly preferred.
• Minimum 3 years of previous banking experience strongly preferred.
• Supervisory experience strongly preferred.
• Strong knowledge of computers, web browsers, and office software products.
• Exceptional customer service skills.
• Strong oral and written communication skills.
• Ability to problem solve and work independently and under pressure.
• Excellent attention to detail and accuracy of work performed.
• Ability to remain calm and professional in difficult situations, and to de-escalate tough situations.
• Demonstrated ability to effectively interact, work and develop relationships with people of various backgrounds.

Benefits

• Health, Dental, and Vision coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copays
• Annual bonus eligibility; annual retention bonus vesting program
• Three weeks paid vacation; 11 paid holidays
• 401(k) with matching plan & safe harbor plan - allowing every employee to save for retirement
• 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 with development plans and position-related or job-related tuition assistance to help you attain your long-term career goals
• Exceptional training program (classroom, on-the-job, and mentoring)
• Stable and growing organization