Sales & Service Agent - Universal Service Center

Every conversation a member has with Metro shapes their trust in our organization. As Metro continues to grow, our Member Service Center plays a critical role in delivering fast, accurate, and personalized support across a wide range of products and services.

This role exists to help members solve problems, navigate financial decisions, and strengthen their relationship with Metro through exceptional service. Whether assisting with day-to-day transactions, answering lending-related questions, resolving concerns, or identifying opportunities that improve a member's financial well‑being, Sales & Service Agents serve as trusted advisors and ambassadors for the Metro experience.

This is more than a call center position. It is an opportunity to make a meaningful impact on members while building valuable experience in financial services, sales, digital banking, lending support, and member relationship management.

• Exceptional member experiences across phone and digital channels.

• Accurate and efficient account servicing and transaction processing.

• Resolution of member inquiries, concerns, and service issues.

• Member education and adoption of Metro's digital banking tools.

• Needs-based product recommendations and referral opportunities.

• Protection of member information through adherence to security and compliance standards.

• Achievement of service, quality, and performance goals that support organizational success.

• Serve as a primary point of contact for members, providing professional, accurate, and personalized support.

• Resolve account-related questions, transaction concerns, disputes, and service requests from initial contact through resolution.

• Process member transactions including transfers, withdrawals, account maintenance, loan payments, fee adjustments, and debit card servicing.

• Support members with loan-related inquiries, including loan status updates, payoff requests, escrow questions, payment history, and general lending support.

• Troubleshoot online and mobile banking issues while helping members build confidence using self-service tools and digital resources.

• Identify potential fraud risks or suspicious activity and elevate concerns according to Metro's established security procedures.

• Conduct thoughtful, needs-based conversations to recommend products, services, and solutions that help members achieve their financial goals.

• Make warm referrals to mortgage, insurance, investment, commercial lending, and retail banking partners when specialized expertise is needed.

• Collaborate with teammates and internal departments to provide a seamless member experience.

• Improve performance through coaching, quality assurance feedback, training, and professional development.

• Members consistently receive prompt, accurate, and professional service.

• Service, quality, and productivity expectations are consistently achieved.

• Member concerns are resolved efficiently with strong service outcomes.

• Product recommendations and referrals contribute to deeper member relationships.

• Members increasingly adopt digital banking tools and self-service capabilities.

• Security and compliance standards are consistently maintained with minimal errors.

• You are recognized as a trusted and knowledgeable resource within the Member Service Center.

• You have developed a broad understanding of Metro's products, services, and member needs, positioning you for future career growth.

• You genuinely enjoy helping people solve problems and achieve their goals.

• You thrive in a fast-paced environment where every day brings a different challenge.

• You are energized by conversations and building relationships with members.

• You enjoy balancing service, problem-solving, and sales opportunities.

• You are motivated by goals and take pride in achieving measurable results.

• You are highly organized, detail-oriented, and committed to getting things right.

• You value coaching, feedback, and continuous learning.

• You are interested in building a long-term career in financial services.

Metro continues to explore responsible uses of AI and digital tools to improve efficiency, service quality, and the member experience. Sales & Service Agents are expected to use approved technology tools, knowledge resources, and process automation solutions to improve accuracy, reduce routine administrative work, and strengthen member support. Human judgment, relationship building, problem-solving, and sound…