Member Service Specialist - Universal Call Center
Metro Credit Union, Chelsea, MA, United States
Member Service Specialist
As a Member Service Specialist in Metro Credit Union's Universal Service Center, you'll support members across multiple digital and phone-based channelsincluding phone, chat, video banking, secured messaging, and social media. You'll help members with everyday banking needs and more complex financial requests, provide personalized guidance, open new accounts, and resolve issues with care and confidence.
This role is ideal for someone who enjoys variety, problem-solving, and meaningful member interactions. You'll use your strong operational knowledge to support everything from account reviews and disputes to lending inquiries, digital banking support, IRA questions, and financial educationall while promoting financial wellness in a fast-paced, high-volume environment.
What You'll Do
Support members across multiple service channels (phone, chat, email, video banking, ITMs, and social media), often managing several interactions at once while maintaining accuracy and professionalism.
Facilitate complex member interactions via video banking, including account openings, wire transfers, and adding joint account holders, ensuring compliance and a positive experience.
Serve as a primary point of contact for the Universal Service Center, with secondary support across the organization through secured messaging and branch assistance.
Resolve product and service concerns by identifying root causes, explaining solutions clearly, and following through to ensure full resolution.
Identify the financial needs of new and existing members and provide thoughtful, needs-based product education and referrals.
Conduct consumer loan interviews and assist members through the loan application process, including ID verification, documentation, signatures, and approval conditions.
Accurately complete all account-opening and servicing documentation, including required notations and regulatory requirements.
Complete assigned digital branch transactions and end-of-day balancing.
Collaborate with internal teams to ensure smooth service delivery and help monitor queues to maintain service levels.
Adhere to all Metro policies and procedures, with close attention to BSA, OFAC, security, and confidentiality standards.
Maintain direct confidentiality of member and organizational information in all interactions.
Succeed in a metrics-driven environment, meeting service level expectations and product referral goals aligned with organizational growth.
Participate in real-time feedback and coaching through monitored interactions and Quality Assurance reviews.
Act as a senior resource for escalated member issues and support onboarding and training of new team members.
Take on additional responsibilities and projects as business needs evolve.
Meet service and product referral goals aligned with organizational growth needs.
What We're Looking For
High school diploma or equivalent required.
Customer or member service experience with a sales or consultative focus strongly preferred.
Banking, credit union, call center, or digital service experience is a plus.
Strong verbal and written communication skills, with the ability to explain financial information clearly and confidently.
Excellent attention to detail and comfort working with numbers, percentages, and decimals.
Ability to navigate multiple systems and digital tools simultaneously (we'll train you on Metro's platforms).
Working knowledge of consumer loans and loan documentation preferred.
Comfort operating in a fast-paced, high-volume, performance-driven environment.
Why You'll Love This Role
Meaningful impact: Help members solve real problems and make confident financial decisions.
Variety & growth: No two days are the sameservice, problem-solving, digital engagement, and financial guidance all in one role.
Support & development: Structured onboarding, ongoing coaching, and opportunities to grow your career in financial services.
Modern service model: Work across innovative digital channels while building strong human connections.
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
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:
$46,000 to $63,000 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.
As a Member Service Specialist in Metro Credit Union's Universal Service Center, you'll support members across multiple digital and phone-based channelsincluding phone, chat, video banking, secured messaging, and social media. You'll help members with everyday banking needs and more complex financial requests, provide personalized guidance, open new accounts, and resolve issues with care and confidence.
This role is ideal for someone who enjoys variety, problem-solving, and meaningful member interactions. You'll use your strong operational knowledge to support everything from account reviews and disputes to lending inquiries, digital banking support, IRA questions, and financial educationall while promoting financial wellness in a fast-paced, high-volume environment.
What You'll Do
Support members across multiple service channels (phone, chat, email, video banking, ITMs, and social media), often managing several interactions at once while maintaining accuracy and professionalism.
Facilitate complex member interactions via video banking, including account openings, wire transfers, and adding joint account holders, ensuring compliance and a positive experience.
Serve as a primary point of contact for the Universal Service Center, with secondary support across the organization through secured messaging and branch assistance.
Resolve product and service concerns by identifying root causes, explaining solutions clearly, and following through to ensure full resolution.
Identify the financial needs of new and existing members and provide thoughtful, needs-based product education and referrals.
Conduct consumer loan interviews and assist members through the loan application process, including ID verification, documentation, signatures, and approval conditions.
Accurately complete all account-opening and servicing documentation, including required notations and regulatory requirements.
Complete assigned digital branch transactions and end-of-day balancing.
Collaborate with internal teams to ensure smooth service delivery and help monitor queues to maintain service levels.
Adhere to all Metro policies and procedures, with close attention to BSA, OFAC, security, and confidentiality standards.
Maintain direct confidentiality of member and organizational information in all interactions.
Succeed in a metrics-driven environment, meeting service level expectations and product referral goals aligned with organizational growth.
Participate in real-time feedback and coaching through monitored interactions and Quality Assurance reviews.
Act as a senior resource for escalated member issues and support onboarding and training of new team members.
Take on additional responsibilities and projects as business needs evolve.
Meet service and product referral goals aligned with organizational growth needs.
What We're Looking For
High school diploma or equivalent required.
Customer or member service experience with a sales or consultative focus strongly preferred.
Banking, credit union, call center, or digital service experience is a plus.
Strong verbal and written communication skills, with the ability to explain financial information clearly and confidently.
Excellent attention to detail and comfort working with numbers, percentages, and decimals.
Ability to navigate multiple systems and digital tools simultaneously (we'll train you on Metro's platforms).
Working knowledge of consumer loans and loan documentation preferred.
Comfort operating in a fast-paced, high-volume, performance-driven environment.
Why You'll Love This Role
Meaningful impact: Help members solve real problems and make confident financial decisions.
Variety & growth: No two days are the sameservice, problem-solving, digital engagement, and financial guidance all in one role.
Support & development: Structured onboarding, ongoing coaching, and opportunities to grow your career in financial services.
Modern service model: Work across innovative digital channels while building strong human connections.
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
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:
$46,000 to $63,000 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.