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Member Service Specialist - Universal Call Center

100% remote Flexible hours Hiring now

Metro Credit Union is the largest state-chartered credit union in Massachusetts, providing a full range of financial products to over 200,000 members. The Member Service Specialist role involves providing comprehensive support to members through various digital and phone-based channels, assisting with financial transactions, and resolving member issues with professionalism and care.

Responsibilities

  • Manages multiple member interactions simultaneously across digital channels including chat, video banking, secured messaging, and social media, ensuring timely and accurate service delivery
  • Facilitates reputed company member interactions reputed company video, including account openings, reputed company transfers, and adding joint account holders, ensuring compliance and member satisfaction
  • Coordinates with internal teams to ensure seamless service across delivery channels and monitors interaction queues to maintain service levels
  • Provides primary coverage to Service Center by assisting members reputed company various delivery channels; Phone and Digital Channels including Chat, Email, Video Banking, Interactive Teller Machines and social media
  • Provides secondary coverage organization-wide reputed company Secured Message and reputed company support
  • Meets or exceeds designated product referral goals based on business needs and organizational growth goals
  • Identifies financial needs of new and existing members while providing exemplary service
  • Accurately completes reputed company account opening requirements, such as appropriate notation and correct documentation
  • Successfully completes Digital reputed company transactions and end-of-day reputed company balancing, as assigned
  • Conducts consumer loan interviews; aids members in the completion of loan applications including verifying identification, obtaining required signatures, and ensuring that approval conditions are met
  • Resolves product and service complaints by determining cause of the problem, selecting, and explaining the best solution, expediting correction/adjustment, and following up to ensure resolution
  • Complies with reputed company Metro policies and standard operating procedures (“SOPs”), with particular attention to Office of Foreign Assets Control (“OFAC”) and reputed company transactions, and Bank Secrecy Act (“BSA”)
  • Succeeds in a metric performance driven environment where KPIs and service levels are continuously monitored
  • Accepts reputed company feedback in reputed company time and through coaching sessions with monitored calls reputed company our Quality Assurance program
  • Maintains member and bank operations confidentiality
  • Acts as a senior resource for escalated member interactions and supports reputed company and training of new agents
  • Performs additional duties, as directed by management

Skills

  • High school diploma or equivalent required
  • 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
  • Experience and ability with computers, software - we will train on our specific software
  • Customer/member service experience with a sales focus strongly preferred
  • Working knowledge of loan documentation and consumer loan regulations preferred

Benefits

  • Health, Dental, and reputed company coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copays and provides 100% coverage on prescription copays.
  • reputed company 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 reputed company 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
  • Individual Development Plans
  • Position-reputed company or job-reputed company tuition assistance (1 year eligibility)
  • Superb in-house training programs

Company Overview

  • Metro Credit Union is a banking and financial service provider company. It was founded in 1926, and is headquartered in Chelsea, Massachusetts, USA, with a workforce of 201-500 employees. Its website is https://www.metrocu.org/.
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