Sales & Service Agent

Job Summary Be the voice member's trust. As a Sales & Service Agent, you'll deliver outstanding service over the phone-solving problems, answering questions, and guiding members to the right financial solutions. You'll support members with everyday account needs, loan-related questions, and service requests, while identifying opportunities to recommend products or make referrals that strengthen their relationship with Metro. If you're customer-focused, detail-oriented, and motivated by goals, this role offers a strong next step in your financial services career. As part of our Universal Service Center, this is an excellent opportunity for someone who thrives in a fast-paced environment, takes pride in accuracy, and enjoys connecting the dots- listening carefully to member needs and recommending the right next step. You'll be supported by structured onboarding, ongoing coaching, and the tools needed to grow your skills and build a long-term career in financial services. Why Join Us Meaningful impact: You're helping members make confident financial decisions while resolving real issues quickly and professionally. Variety + growth: Transactions, problem-solving, member support, and needs-based product guidance (you won't do the same thing all day). Clear expectations + support: You'll work in a performance-driven environment with coaching and QA support designed to help you improve and succeed. What You'll Do Member Support & Problem Resolution Support members via phone and digital channels by answering questions, resolving issues, and providing clear guidance with a calm, professional tone. Investigate concerns (transactions, disputes, account activity), explain next steps, and follow through to resolution. De-escalate complaints by identifying root causes and communicating solutions clearly and respectfully. Transactions & Account Servicing Complete a wide range of member transactions such as withdrawals/transfers, loan payments, fee rebates, account maintenance, and debit card support. Balance daily work accurately within established guidelines and ensure documentation is complete. Lending & Digital Banking Support Answer lending-related questions (loan status, escrow inquiries, payoff quotes, and payment history) and guide members with clarity and confidence. Troubleshoot online/mobile banking access and digital issues, helping members adopt secure self-service options when possible. Identify potential fraudulent activity and escalate concerns according to Metro's security and risk protocols. Authenticate member identity and maintain strict confidentiality in line with security and privacy requirements. Needs-Based Conversations & Referrals Ask thoughtful questions to understand what the member is trying to accomplish and recommend products/services that strengthen their overall relationship with Metro. Make warm referrals to specialized partners (mortgage, commercial lending, insurance, investments) when the member's needs call for it. Performance, Quality & Teamwork Succeed in a metric-driven environment where service levels and KPIs are monitored--and use coaching/QA feedback to keep improving. Collaborate with teammates and internal departments to deliver a seamless member experience. What You'll Bring High school diploma or equivalent. 1-2 years of customer service experience. Strong communication skills (verbal + written), active listening, and a genuine desire to help people. High attention to detail and comfort working with multiple systems in a fast-paced environment. Preferred Call center experience (especially high-volume) and/or banking/financial services exposure. Interest in needs-based selling and referrals (comfortable offering solutions that truly fit the member). Schedule, Location & Hybrid Service Center Hours: Monday-Wednesday 8:00am-5:00pm; Thursday-Friday 8:00am-6:00pm; Saturday 8:00am-1:00pm. Scheduling note: Team coverage requires working some expanded hours regularly (Th/F until 6pm) and rotating Saturday shifts. On-site/Hybrid: New Sales & Service Agents onboard on-site in Chelsea due to the training required. After onboarding, the role is eligible for a hybrid arrangement (minimum 3 days in-office/week) based on performance/metrics and good standing.