Mass Ave. Branch - Sales & Service Representative

Metro Credit Union; Boston (MA); On-site; USD 42,000 - 64,000; Full time

Job summary

Metro Credit Union's Mass Ave Branch in Boston is seeking a Sales & Service Representative to deliver welcoming, efficient, and personalized service while helping members with everyday banking needs and financial solutions.

You'll handle deposits, withdrawals, account openings, inquiries, and referrals, balancing daily transactions and protecting member information. The role supports branch operations with opening/closing duties and Saturday hours.

Qualifications

• Excellent customer service and communication skills.
• Ability to listen carefully and understand member needs.
• Comfort with explaining financial options and solutions to members.

Responsibilities

• Provide welcoming, efficient, and personalized member service.
• Process deposits, withdrawals, and routine transactions accurately.
• Open and service consumer accounts with proper identification and documentation.
• Ask thoughtful questions to identify member needs and recommend solutions.
• Refer members to Metro partners when appropriate.
• Protect member information and balance daily transactions.
• Support branch operations, including opening/closing duties.
• Participate in Saturday shifts as part of full business-hour coverage.

Skills

Customer service

Listening skills

Communication

Job description

Reports To: Branch Manager
Work Model: Onsite
Location: Mass Ave Branch, Boston, MA
People Manager: No

Why This Role Exists

Great branch experiences begin with employees who listen carefully, build trust, and help members make confident financial decisions.

As a Sales & Service Representative at Metro’s Mass Ave Branch, you will be more than a transaction processor. You will become a trusted resource for new and existing members, helping them manage everyday banking needs, understand their options, and connect with financial solutions that support their goals. You will also play an important role in branch operations, including opening and closing responsibilities, transaction accuracy, and protecting member information.

What You’ll Own

• A welcoming, efficient, and personalized experience for every member you serve.
• Financial conversations that uncover member needs and connect people with appropriate products, services, and internal partners.
• Accurate account opening, transaction processing, documentation, and daily balancing.
• Timely resolution of member questions, concerns, and service issues.
• Your contribution to branch sales, service, and referral goals.
• Continued growth across branch skills, systems, products, lending, and service capabilities.

What You’ll Do

• Process deposits, withdrawals, check cashing, loan payments and payoffs, official checks, money orders, cash advances, and other member transactions accurately.
• Open and service consumer accounts while ensuring required identification, signatures, documentation, and security clearances are complete.
• Ask thoughtful questions to understand each member’s needs and recommend appropriate financial solutions.
• Conduct consumer loan interviews, assist with applications and documentation, and keep members informed throughout the process.
• Make effective referrals to Metro partners when a member would benefit from additional expertise.
• Resolve member concerns by identifying the root cause, explaining available solutions, and following through to resolution.
• Balance daily work within established guidelines and protect confidential member information.
• Serve as a branch keyholder with responsibility for opening or closing the location as assigned.
• Build additional skills through Metro’s Universal Service program and provide support across functions when needed.

All branch employees are scheduled to support full business-hour coverage, including rotating Saturday shifts.

Success Looks Like in 12 to 18 Months

• Members recognize you as a knowledgeable, approachable, and dependable financial resource.
• You confidently handle routine branch transactions, account openings, and consumer lending conversations.
• Your work is consistently accurate, properly documented, and within balancing expectations.
• You contribute meaningful referrals and help the branch progress toward its sales and service goals.
• Member concerns are handled with ownership, good judgment, and appropriate