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.  

WhatYou’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), explainnext steps, and follow through to resolution. 
• De-escalate complaints byidentifying 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 needscall 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 delivera 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.