Member Service Specialist - Universal Call Center

Position Summary:

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.

Essential Job Functions: 

• 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.

Requirements:

• Education and Experience
  • High school diploma or equivalent required.
  • Customer/member service experience with a sales focus strongly preferred.       
• Skills/Knowledge/Certifications
  • 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

• Work Schedule:  The Service Center supports our retail branch hours and as such is open Monday-Wednesday, 8am – 5pm; Thursday and Friday, 8am – 6pm; and Saturdays 8am – 1pm.  Scheduling for proper staff coverage does require all Sales & Service Agents to work some of those expanded hours on a regular basis (until 6pm Thursdays and Fridays and occasional Saturday shifts).
• On-site/Hybrid:  Due to the extensive training requirements of the role, all new Member Service Center employees are required to onboard for a minimum of 180 days on-site in Chelsea.  The SSA role is eligible for hybrid arrangement after the initial onboarding period.
  

Hybrid Policy Eligibility:

Hybrid eligibility is dependent on the employee remaining in good standing; by meeting all designated metrics on a consistent basis and adhering to the role requirement expectations. 

• Minimum Days In Office per Week: 3 Days
• Minimum Days In Office to Onboard: 180 Days
• 4x10 Eligible: No

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:

$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.

Salary : $46 - $63