West Roxbury Branch - Sales & Service Supervisor

Metro Credit Union; Boston (MA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive benefits

Career growth opportunities

Job summary

Metro Credit Union in Massachusetts is seeking a Regional Member Specialist to deliver a consistent, high‑quality member experience across multiple branch locations, while supporting operations and branch growth.

You’ll travel between branches to assist with teller, member service, opening and closing tasks, and to connect members with products and lending solutions, all while maintaining regulatory and risk‑management standards.

Qualifications

• High school diploma or equivalent.
• Experience in retail banking, financial services, retail sales, hospitality, customer service, or a related member-facing environment.
• Demonstrated ability to build relationships, identify needs, and deliver exceptional service.
• Ability to travel between Metro branch locations as needed.
• Ability to work branch operating hours, including Saturdays.
• Highly motivated self-starter with a growth and results-driven mindset, exceptional energy, and a constant drive to achieve more, improve outcomes, and impact the business.

Responsibilities

• Guide members through everyday banking needs, account opening, financial transactions, and service solutions.
• Conduct member conversations that uncover needs and help connect individuals to the right products, services, and lending solutions.
• Support multiple branches with teller, member service, opening, closing, and operational responsibilities.
• Assist members through in-person, phone, and digital service channels.
• Handle complex member questions and escalations with professionalism, ownership, and urgency.
• Complete consumer loan interviews and assist members throughout the application process.
• Partner with Retail colleagues to contribute to branch growth, referral activity, and member retention goals.
• Maintain compliance with all regulatory, security, operational, and risk-management requirements.

Skills

Customer service

Relationship building

Communication

Problem solving

Interpersonal skills

Banking experience

Travel between branches

Time management

Education

High school diploma

Job description

Location: Newton Branch (with travel to support additional Metro branches as needed)
FLSA: Non-Exempt

Why This Role Exists

Metro's branches are often the first place members experience what makes us different. This role exists to ensure our members receive exceptional service wherever they choose to bank, while providing critical operational support across our branch network.

As a Regional Member Specialist, you'll bring flexibility, expertise, and confidence to multiple locations, helping branches maintain a seamless member experience while supporting business growth, operational excellence, and strong financial outcomes. No two weeks look exactly the same. You'll have the opportunity to solve problems, build relationships, and make a measurable impact across multiple communities we serve.

What You'll Own

• Delivering a consistent, high-quality member experience across multiple Metro branch locations.
• Building trusted relationships that deepen member engagement and strengthen long-term loyalty.
• Identifying opportunities to connect members with products and services that genuinely improve their financial lives.
• Supporting branch operations, cash management, balancing, and compliance standards with accuracy and attention to detail.
• Acting as a trusted resource for teammates and members during periods of staffing changes, increased volume, or operational needs.
• Helping maintain a culture of accountability, service excellence, and teamwork wherever you're assigned.

What You'll Do

• Guide members through everyday banking needs, account opening, financial transactions, and service solutions.
• Conduct member conversations that uncover needs and help connect individuals to the right products, services, and lending solutions.
• Support multiple branches with teller, member service, opening, closing, and operational responsibilities.
• Assist members through in-person, phone, and digital service channels.
• Handle complex member questions and escalations with professionalism, ownership, and urgency.
• Complete consumer loan interviews and assist members throughout the application process.
• Partner with Retail colleagues to contribute to branch growth, referral activity, and member retention goals.
• Maintain compliance with all regulatory, security, operational, and risk-management requirements.

Success Looks Like in 12 to 18 Months

• You've become a trusted and sought‑after resource across multiple branch locations.
• Members consistently receive a high-quality experience regardless of where you are assigned.
• Branch leaders rely on you to step into new environments and contribute immediately.
• You consistently achieve service, quality, and referral goals while maintaining operational accuracy.
• Member concerns and escalations are resolved quickly and effectively.
• You're recognized as someone who strengthens team performance and helps branches operate smoothly during periods of change or coverage needs.
• You've expanded your banking expertise and positioned yourself for future growth opportunities within Metro.

You'll Love This Role If...

• You enjoy variety and would rather work across different environments than stay in the same routine every day.
• You build trust quickly and genuinely enjoy helping people solve problems.
• You take pride in delivering accurate, high‑quality work.
• You stay calm and focused in busy environments.
• You enjoy balancing relationship‑building with business results.
• You see every member interaction as an opportunity to make a positive impact.
• You're looking for a role that can accelerate your development within retail banking.

AI Expectations

This role is expected to use approved AI tools where appropriate to improve efficiency, learning, communication quality, and access to information. AI may be used to help prepare member communications, locate information, summarize content, and support administrative work. Sound judgment, regulatory compliance, privacy protection, and member relationships should always guide decision‑making.

Required Qualifications

• High school diploma or equivalent.
• Experience in retail banking, financial services, retail sales, hospitality, customer service, or a related member‑facing environment.
• Demonstrated ability to build relationships, identify needs, and deliver exceptional service.
• Ability to handle financial transactions accurately and maintain attention to detail.
• Strong communication, problem‑solving, and interpersonal skills.
• Ability to travel between Metro branch locations as needed.
• Ability to work branch operating hours, including Saturdays.
• Highly motivated self‑starter with a growth and results‑driven mindset, exceptional energy, and a constant drive to achieve more, improve outcomes, and impact the business.

Preferred Qualifications

• Previous banking, credit union, or teller experience.
• Experience opening deposit accounts and assisting with consumer lending products.
• Experience handling member escalations or complex service situations.
• Previous experience serving as a lead employee, trainer, or informal team resource.
• Knowledge of consumer banking regulations and compliance requirements.

Why Metro

For nearly 100 years, Metro has helped individuals, families, businesses, and nonprofits achieve their financial goals while strengthening local communities. As the largest state‑chartered credit union in Massachusetts, we combine the scale, stability, and resources of a leading financial institution with a mission‑driven commitment to serving our members and communities. You'll join a team that values growth, collaboration, accountability, and exceptional service while providing meaningful opportunities for career development and advancement.

Benefits, Hybrid Eligibility, and Compensation

Work Model: Onsite at the West Roxbury Branch
Schedule: Full business-hour coverage, including rotating Saturday shifts
Compensation Range: $26.56 to $35.94 per hour

The salary range listed gives a general idea of what we expect to offer. We consider your experience, unique strengths, and the impact you’re likely to make in the role. On top of that, we offer a competitive benefits package and other perks that round out the total compensation.

This position is not eligible for visa sponsorship.

Our Benefits

We believe great work starts with supporting our people. That's why we offer a competitive and well-rounded benefits package designed to support your health, financial well‑being, career growth, and work‑life balance. From medical, dental, and vision coverage to retirement savings, paid time off, learning opportunities, and employee wellness resources, we invest in helping our employees thrive both at work and beyond.

Ready to Make an Impact?

At Metro Credit Union, we believe our employees are our greatest asset. We are committed to creating a work environment where you can thrive professionally while maintaining work-life balance. From comprehensive benefits and competitive compensation to opportunities for growth and development, we invest in your success. Join a team where your work makes a real difference in protecting our members and strengthening our community.

About Metro Credit Union

Metro Credit Union is the largest state-chartered credit union in Massachusetts, with $3.4 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its Metro@work program.

Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos (\"Together We Advance\") designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman's Best of 2025 awards; and recognized as one of America's Best Regional Banks and Credit Unions in 2025 by Newsweek. Learn more at MetroCU.org.