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Member Service Center - Sales & Service Agent

Company: Metro Credit Union
Location: Chelsea
Posted on: May 27, 2023

Job Description:

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 a transactions accurately and efficiently. You will be trained and have references/resources to meet service levels and opartaional 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.

Specific duties include:

  • Responding to member inquiries through various channels (telephone, chat, e-banking)
    • Transferring funds between accounts.
    • Opening and closing accounts.
    • Correcting errors on accounts.
    • Responding to ATM and Debit card inquiries and servicing requests (limits, hot carding, etc.).
    • Assisting members with Home-Banking inquiries and servicing issues.
    • Processing changes to accounts (name, address etc.).
    • Sending marketing material, account opening information, and disclosures to members.
    • Adhere to Member Service Center Service Standards and contributing to call center sales goals:
      • Production - Calls/hour, call duration
      • Operations - ACD available/non-available time, group abandonment rate, group average delay
      • Sales Goals - Revenue/referrals
      • Service Quality - Monitor compliments, complaints, and concerns
      • Adhere to member authentication procedures, compliance, credit union policies and procedures, and state and federal regulations.
      • Maintain a thorough knowledge of all credit union products by attending all training and informational meetings and incorporates the knowledge and skills into daily responsibilities.
      • Conduct telephone interviews with members regarding consumer loans:
        • complete the application for the member during the interview.
        • explain rate, terms, payment amounts and payment protection options
        • cross-sell as opportunity presents and propose appropriate products and/or services based on needs assessment
        • answer and respond to all member inquiries and requests received over the telephone, including loan pay-offs, payment histories, payment quotes, procedural questions, and policy related inquiries. Requirements:
          • Education and Experience
            • High school diploma or equivalent required.
            • Customer/member service experience with a sales focus 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\
              • Demonstrated ability with multitasking and problem-resolution
              • Working knowledge of loan documentation and consumer loan regulations preferred
              • Experience and ability with computers, software - we will train on our specific software
              • Ability to use a computer and working knowledge of credit union software.
              • Attention to detail; ability to work with percentages and decimals. Why Join our Team:
                • Comprehensive Benefit plans: Health, Dental, and Vision coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copays
                • All staff eligible for annual bonus and annual (vesting) retention bonus
                • 401(k) with matching plan and Safe Harbor Plan - allowing every employee to save for retirement
                • Wellness Incentives; Employee Assistance Program; Flexible Spending Account; Prescription Drug program and range of voluntary benefits (LTD, STD, AD&D); 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 Please note our hybrid work arrangements require a minimum of 2 days/week on-site in our Chelsea location, managed within each department. All new hires are required to onboard for a minimum of 30 days on-site in Chelsea.

                    About Metro Credit Union: As the largest state-charted Credit Union in Massachusetts, our focus has always been helping local people, businesses and non-profit organizations reach their goals. Our perspective is unique because it is local and hyper-focused on the specific needs of our local communities. We are a high performing, financially sound, independent community bank. Our commitment is to provide quality banking solutions that support the economic vitality of the individuals and businesses within the markets we serve. This commitment strengthens local communities, creating a positive impact on people's lives.

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

                    Other details
                    • Pay Type Hourly

                      Apply Now

Keywords: Metro Credit Union, Chelsea , Member Service Center - Sales & Service Agent, Sales , Chelsea, Massachusetts

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