Universal Service Center - Sales & Service Agent

Join our dynamic Member Services Team!  As a Sales & Service Agent, you are responsible for delivering quality service on a range of operations and products. You are the face of Metro, representing the Credit Union in a positive manner while processing transactions accurately and efficiently.  You will be trained and have references/resources to meet service levels and operational metrics to comply with established policies and procedures. You will identify cross-selling opportunities, recommending appropriate products and services to enhance the overall experience of our members.

Essential Job Functions:

• Respond to member inquiries through various channels (telephone, chat, e-banking) 
  • Account transactions: transfers; open and close accounts; account changes; correct errors.
  • Respond to ATM and Debit card inquiries and servicing requests (limits, hot carding, etc.).
  • Assist members with Home-Banking inquiries and servicing issues.
  • Resolve service problems and complaints by determining root cause, selecting and explaining best solution, and following up to ensure resolution
• Balances transactions processed throughout the day on a daily basis and ensure within balancing guidelines.
• Maintain member confidence and protect bank operations by properly authenticating members and keeping member information confidential.
• Answer loan related questions, including escrow balance inquiries, titles, loan statuses, payoff quotes, and payment history.

• Contribute to sales and referral programs including department sales goals.  Identify cross-sale opportunities where appropriate when answering inquiries; recommend products and services to enhance overall relationship between members and Metro; and inform members of new services and product promotions.  Make effective referrals to retail partners (i.e., mortgage lending, commercial lending, Metro Insurance Advisors, investment program). 
• Train on additional secondary skills and assist in other departments as required by the Universal Service program. For example, process loans, conduct collections outreach, and more.  Participate in and strive to achieve assigned program goals.  Maintain a thorough knowledge of all credit union products by attending all training and informational meetings and incorporate the knowledge and skills into daily responsibilities.
• The Service Center supports of our retail branch hours, please note that Sales & Service Agents must be able to work some Thursday and Friday shifts until 6pm and occasional Saturday shifts 9am-1pm. 

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

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; Health Savings 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

This is an exciting time to join our organization - Apply Today to learn more!