Sales & Service Agent
Metro Credit Union, Chelsea, MA, United States
Sales & Service Agent
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. 12 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: MondayWednesday 8:00am5:00pm; ThursdayFriday 8:00am6:00pm; Saturday 8:00am1:00pm. 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 Comprehensive 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 Compensation Disclosure: $43,519.32 to $58,879.08 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. About Metro Credit Union Established in 1926, Metro has grown to be the largest state-chartered Credit Union in Massachusetts with 18 branches, 220,000 Members and $3.4B in assets. Our focus has always been helping local people, businesses and non-profit organizations reach their goals. Our perspective is unique because it is local and hyper-focused on the specific needs of our local communities. We are a high performing, financially sound, not-for-profit, financial cooperative, owned by and operated for our Members. Our commitment is to provide quality banking solutions that support the economic vitality of the individuals and businesses within the markets we serve. This commitment strengthens local communities, creating a positive impact on people's lives.
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. 12 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: MondayWednesday 8:00am5:00pm; ThursdayFriday 8:00am6:00pm; Saturday 8:00am1:00pm. 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 Comprehensive 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 Compensation Disclosure: $43,519.32 to $58,879.08 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. About Metro Credit Union Established in 1926, Metro has grown to be the largest state-chartered Credit Union in Massachusetts with 18 branches, 220,000 Members and $3.4B in assets. Our focus has always been helping local people, businesses and non-profit organizations reach their goals. Our perspective is unique because it is local and hyper-focused on the specific needs of our local communities. We are a high performing, financially sound, not-for-profit, financial cooperative, owned by and operated for our Members. Our commitment is to provide quality banking solutions that support the economic vitality of the individuals and businesses within the markets we serve. This commitment strengthens local communities, creating a positive impact on people's lives.