Sales & Service Agent

Job Description

Posted Monday, July 20, 2026 at 4:00 AM

Our Member Service Center is growing! As the face of Metro, this team is 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 transactions accurately and efficiently. You will be trained and have references/resources to meet service levels and operational 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. This is a dynamic team with high impact roles, it's a great place to start with the organization.

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.

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.

• 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.

• 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.

• 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 elevate concerns according to Metro's security and risk protocols.
• Authenticate member identity and maintain strict confidentiality in line with security and privacy requirements.

• 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.

• 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.

• 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…