Member Service Specialist - Universal Call Center

Metro Credit Union is the largest state-chartered credit union in Massachusetts, providing a full range of financial products to over 200,000 members. The Member Service Specialist role involves providing comprehensive support to members through various digital and phone-based channels, assisting with financial transactions, and resolving member issues with professionalism and care.

Responsibilities

• 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

Skills

• High school diploma or equivalent required
• 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
• Experience and ability with computers, software - we will train on our specific software
• Customer/member service experience with a sales focus strongly preferred
• Working knowledge of loan documentation and consumer loan regulations preferred

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
• Individual Development Plans
• Position-related or job-related tuition assistance (1 year eligibility)
• Superb in-house training programs

Company Overview