Member Support & Digital Banking Advisor

Metro Credit Union; Chelsea (MA); On-site; USD 59,237,000 - 79,901,000; Full time

Benefits offered by this job

Hybrid eligibility

Chelsea on-site onboarding (180 days)

Competitive benefits package

Job summary

Metro Credit Union in Chelsea, MA seeks a results-driven Sales & Service Agent to deliver high-quality member experiences across phone and digital channels. You will resolve account inquiries, process transactions, and guide members in using digital tools to meet their financial goals.

This full-time role emphasizes accurate servicing, security adherence, and collaboration with internal teams, with onboarding on-site in Chelsea and a path to hybrid work based on performance.

Qualifications

• High school diploma or equivalent.
• 1-2 years of customer service experience.
• Strong verbal and written communication skills.
• Excellent active listening and problem-solving abilities.
• Strong attention to detail and accuracy.
• Ability to manage multiple systems and priorities in a fast-paced environment.
• Commitment to delivering exceptional service and maintaining confidentiality.

Responsibilities

• Serve as primary contact for members, providing professional, accurate, and personalized support.
• Resolve account-related questions, transaction concerns, disputes, and service requests from initial contact through resolution.
• Process member transactions including transfers, withdrawals, account maintenance, loan payments, fee adjustments, and debit card servicing.
• Support members with loan-related inquiries, including loan status updates, payoff requests, escrow questions, payment history, and general lending support.
• Troubleshoot online and mobile banking issues while helping members build confidence using self-service tools and digital resources.
• Identify potential fraud risks or suspicious activity and elevate concerns according to Metro's established security procedures.
• Conduct thoughtful, needs-based conversations to recommend products, services, and solutions that help members achieve their financial goals.
• Make warm referrals to mortgage, insurance, investment, commercial lending, and retail banking partners when specialized expertise is needed.
• Collaborate with teammates and internal departments to provide a seamless member experience.
• Improve performance through coaching, quality assurance feedback, training, and professional development.

Skills

Communication skills

Active listening

Problem-solving

Attention to detail

Multi-system multitasking

Confidentiality

Education

High school diploma or equivalent

Job description

Metro Credit Union in Chelsea, MA seeks a results-driven Sales & Service Agent to deliver high-quality member experiences across phone and digital channels. You will resolve account inquiries, process transactions, and guide members in using digital tools to meet their financial goals.

This full-time role emphasizes accurate servicing, security adherence, and collaboration with internal teams, with onboarding on-site in Chelsea and a path to hybrid work based on performance.