Member Service Center - Contact Center Team Lead

Chelsea, MA 02150, USA Req #225
Wednesday, February 16, 2022

Come help lead our amazing Member Services team in their delivery of exceptional service to our Membership.  Working closely with the Manager and Assistant Manager, ensure that the team exceeds the service and operational metrics while interacting with Members and prospects.  Oversee a team that processes a variety of deposit and loan transactions in accordance with the service standards of the Credit Union.  Participate in sales goals by identifying cross-sell opportunities and recommending appropriate products and services to enhance the members overall relationship with the Credit Union. 



  • Work to promote and achieve assigned sales and service goals, while also supporting all employees and department initiatives.  Actively live monitor employee performance utilizing technology available to ensure service expectations are being achieved on an individual and department basis.  Coach employees on expected service standards through positive on-the-spot coachings and scheduled meetings.  Oversee new and existing staff to ensure they are properly trained and consistently following proper procedures; conduct trainings as needed.
  • Handle escalated service interactions to ensure proper member attention and retention strategies are followed.
  • Responsible for the achievement of individual and department service and operational metric goals in accordance with the company standards (Production, Operations, Sales Goals, Service Quality).  Evaluate operating methods and procedures, make recommendations for improvements and work with management to implement approved changes.   Responsible for the daily review of assigned team members’ metrics/interactions and address performance concerns.
  • Participate in department sales goals; lead team in sales activities and coaches team, ensuring that referral opportunities are recognized. 
  • Responsible for identifying and diagnosing member problems, complaints, technical issues overall reaching the highest level of total member satisfaction.  Address employee related situations including but not limited to team metrics, sales, and team dynamics.


Education and Experience

  • Associates Degree and 2 to 3 years of supervisory experience;
  • Minimum of 5 years call center experience and/or combination of education and experience required.  

Traits, Skills, and Certifications

  • Exceptional service-orientation and ability to effectively interact with all levels of management.
  • Adept at multi-tasking with an ability to work in bullpen environment, remaining focused while working closely with the team
  • Strong computer abilities with proficiency with Banking platforms (Fiserve, Insight, DNA, or COCC) strongly preferred
  • Working knowledge of credit and deposit software preferred.
  • Demonstrated ability to develop staff, coach, write and deliver performance reviews.
  • As a condition of employment, this job requires employees to be fully vaccinated for COVID-19. 


  • Comprehensive Benefits
    • Health, Dental, and Vision coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copays
    • All staff eligible for annual bonus and annual (vesting) retention bonus
    • 401(k) with matching plan and Safe Harbor Plan – allowing every employee to save for retirement
    • Wellness Incentives; Employee Assistance Program; Flexible Spending Account; Prescription Drug program and range of voluntary benefits (LTD, STD, AD&D); Discounts on Pet Insurance
  • Strong growth opportunities – attain your long-term career goals at Metro
    • Member Services provides you with a knowledge base to grow into a range of roles and departments
    • Individual Development Plans
    • Position-related or job-related tuition assistance (1 year eligibility)
    • Superb in-house training programs
  • Growing, dynamic environment with a strong culture and incredible team of co-workers

As a condition of employment, this job will require employees to be vaccinated for COVID-19.  Accordingly, new hires must show proof of COVID-19 vaccination.  If you need an accommodation of any kind, including related to this job requirement, please discuss with Human Resources.  

Our hybrid work arrangements require a minimum of 2 days/week on-site in our Chelsea location, managed within each department.  D
ue to variety and complexity of systems and processes, the Member Services dept. requires the first 6 months to be on-site in Chelsea. Thereafter, our Hybrid Work Arrangement requires a minimum of 2 days/week on-site.

About Metro Credit Union: As the largest state-chartered Credit Union in Massachusetts, our focus has always been helping local people, businesses and non-profit organizations reach their goals. Our perspective is unique because it is local and hyper-focused on the specific needs of our local communities. We are a high performing, financially sound, not-for-profit, financial cooperative, owned by and operated for our Members.  Our commitment is to provide quality banking solutions that support the economic vitality of the individuals and businesses within the markets we serve. This commitment strengthens local communities, creating a positive impact on people's lives.   

Other details

  • Pay Type Hourly
Location on Google Maps
  • Chelsea, MA 02150, USA