Sales & Service Agent

About the role

The Member Service Center is growing, and as the face of Metro, this team is responsible for delivering quality service on a range of operations and products. You will represent the Credit Union positively while processing transactions accurately and efficiently.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Requirements

• A high school diploma or equivalent.
• 1–2 years of customer service experience.
• Strong communication skills (verbal + written), active listening, and a genuine desire to help people.
• A 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.
• An interest in needs-based selling and referrals (comfortable offering solutions that truly fit the member).

Qualifications

• High school diploma or equivalent.
• 1–2 years of customer service experience.
• Strong communication skills (verbal + written), active listening, and a genuine desire to help people.
• A 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.
• An interest in needs-based selling and referrals (comfortable offering solutions that truly fit the member).

Skills

• Customer service skills.
• Problem-solving abilities.
• Communication and interpersonal skills.
• Attention to detail.
• Ability to work independently and as part of a team.

Benefits

• Comprehensive health coverage.
• Dental and vision coverage.
• Time off (three weeks of paid vacation per year and 11 paid holidays).
• Competitive compensation with annual bonuses.
• Roth 401(k) retirement matching plan.
• Employee Assistance Program.
• Flexible spending account.
• Professional development opportunities.
• Discounts on pet insurance.

Pay

$43,000 – $58,000

Schedule, Location & Hybrid

• Service Center Hours: Monday–Wednesday 8:00am–5:00pm; Thursday–Friday 8:00am–6:00pm; Saturday 8:00am–1:00pm.
• Scheduling note: Team coverage requires working some expanded hours regularly (Th/F until 6pm) and rotating Saturday shifts.
• 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.