Sales & Service Agent

Essential Job Functions:

• Answers telephone, email, chat, and online inquiries from members providing service, information, and problem resolution. Also provides information relative to corporate policies and procedures when needed. 
• Processes a variety of transactions for members including but not limited to account withdrawals, transfers, loan payments, loan applications, fee rebates, account maintenance, debit card and online banking support.  
• Balances transactions processed throughout the day on a daily basis and ensures it’s within defined balancing guidelines.
• Answers loan related questions, including escrow balance inquiries, titles, loan statuses, payoff quotes, and payment history.
• Performs needs assessment when working with members to determine best financial solution or product for member. 
• Contributes to sales and referral programs including department sales goals.  Identifies cross-sale opportunities where appropriate when answering inquiries, recommends products and services to enhance member’s overall relationship at Metro, and informs members of new services and product promotions.  Makes effective referrals to retail partners (i.e., mortgage lending, commercial lending, Metro Insurance Advisors, investment program). 
• Resolves service problems and complaints by determining root cause, selecting, and explaining best solution, expediting correction or adjustment, and following up to ensure resolution.
• Maintains member confidence and protects bank operations by properly authenticating members and keeping member information confidential.

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.
  

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.

Salary : $43,519 - $58,879