Universal Service Center - Sales & Service Agent

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.   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 Work Schedule:  The Service Center supports our retail branch hours and as such is open Monday-Wednesday, 8am – 5pm; Thursday and Friday, 8am – 6pm; and Saturdays 8am – 1pm.  Scheduling for proper staff coverage does require all Sales & Service Agents to work some of those expanded hours on a regular basis (until 6pm Thursdays and Fridays and occasional Saturday shifts). On-site/Hybrid:  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; 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 Qualifying positions are eligible for our Hybrid Work Arrangement which requires three in-person days for all employees. All employees are on-site every Tuesday and Wednesday. The third on-site day is agreed upon within each department.   This is an exciting time to join our organization - Apply Today to learn more!