Member Service Specialist - Universal Call Center

Member Service Specialist - Universal Call Center

Chelsea, MA 02150, USA

Posted Tuesday, January 20, 2026 at 5:00 AM

Company Overview:

Metro Credit Union is the largest state-chartered credit union in Massachusetts, with $3.2 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 .

Position Summary
:

Provides comprehensive support to members across multiple digital and phone-based channels, including chat and video banking. Assists with a wide range of financial transactions, delivers personalized guidance on Metro’s products and services, opens new accounts, and resolves member issues with professionalism and care. Requires a wide operational knowledge to resolve complex issues—from account reviews and disputes to lending inquiries, digital banking support, IRA questions, and financial education.

Agents deliver high-quality service, promote financial wellness, and meet performance goals in a fast-paced, high-demand environment.

• Manages multiple member interactions simultaneously across digital channels including chat, video banking, secured messaging, and social media, ensuring timely and accurate service delivery.
• Facilitates complex member interactions via video, including account openings, wire 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 via various delivery channels;
  Phone and Digital Channels including Chat, Email, Video Banking, Interactive Teller Machines and social media.
• Provides secondary coverage organization-wide via Secured Message and Branch 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 all account opening requirements, such as appropriate notation and correct documentation.
• Successfully completes Digital Branch transactions and end-of-day branch 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 all Metro policies and standard operating procedures (“SOPs”), with particular attention to Office of Foreign Assets Control (“OFAC”) and security transactions, and Bank Secrecy Act (“BSA”).
• Succeeds in a metric performance driven environment where KPIs and service levels are continuously monitored.
• Accepts continuous feedback in real time and through coaching sessions with monitored calls via our Quality Assurance program.
• Maintains member and bank operations confidentiality.
• Acts as a senior resource for…