Job Description

Burlington Branch - Regional Member Specialist

Location: Burlington Branch (with travel to support additional Metro branches as needed)

FLSA: Non-Exempt

Why This Role Exists

Metro's branches are often the first place members experience what makes us different. This role exists to ensure our members receive exceptional service wherever they choose to bank, while providing critical operational support across our branch network.

As a Regional Member Specialist, you'll bring flexibility, expertise, and confidence to multiple locations, helping branches maintain a seamless member experience while supporting business growth, operational excellence, and strong financial outcomes. No two weeks look exactly the same. You'll have the opportunity to solve problems, build relationships, and make a measurable impact across multiple communities we serve.

What You'll Own

• Delivering a consistent, high-quality member experience across multiple Metro branch locations.
• Building trusted relationships that deepen member engagement and strengthen long-term loyalty.
• Identifying opportunities to connect members with products and services that genuinely improve their financial lives.
• Supporting branch operations, cash management, balancing, and compliance standards with accuracy and attention to detail.
• Acting as a trusted resource for teammates and members during periods of staffing changes, increased volume, or operational needs.
• Helping maintain a culture of accountability, service excellence, and teamwork wherever you're assigned.

What You'll Do

• Guide members through everyday banking needs, account opening, financial transactions, and service solutions.
• Conduct member conversations that uncover needs and help connect individuals to the right products, services, and lending solutions.
• Support multiple branches with teller, member service, opening, closing, and operational responsibilities.
• Assist members through in-person, phone, and digital service channels.
• Handle complex member questions and escalations with professionalism, ownership, and urgency.
• Complete consumer loan interviews and assist members throughout the application process.
• Partner with Retail colleagues to contribute to branch growth, referral activity, and member retention goals.
• Maintain compliance with all regulatory, security, operational, and risk-management requirements.

Success Looks Like in 12 to 18 Months

• You've become a trusted and sought-after resource across multiple branch locations.
• Members consistently receive a high-quality experience regardless of where you are assigned.
• Branch leaders rely on you to step into new environments and contribute immediately.
• You consistently achieve service, quality, and referral goals while maintaining operational accuracy.
• Member concerns and escalations are resolved quickly and effectively.
• You're recognized as someone who strengthens team performance and helps branches operate smoothly during periods of change or coverage needs.
• You've expanded your banking expertise and positioned yourself for future growth opportunities within Metro.

You'll Love This Role If...

• You enjoy variety and would rather work across different environments than stay in the same routine every day.
• You build trust quickly and genuinely enjoy helping people solve problems.
• You take pride in delivering accurate, high-quality work.
• You stay calm and focused in busy environments.
• You enjoy balancing relationship-building with business results.
• You see every member interaction as an opportunity to make a positive impact.
• You're looking for a role that can accelerate your development within retail banking.

AI Expectations

This role is expected to use approved AI tools where appropriate to improve efficiency, learning, communication quality, and access to information. AI may be used to help prepare member communications, locate information, summarize content, and support administrative work. Sound judgment, regulatory compliance, privacy protection, and member relationships should always guide decision-making.

Required Qualifications

• High school diploma or equivalent.
• Experience in retail banking, financial services, retail sales, hospitality, customer service, or a related member-facing environment.
• Demonstrated ability to build relationships, identify needs, and deliver exceptional service.
• Ability to handle financial transactions accurately and maintain attention to detail.
• Strong communication, problem-solving, and interpersonal skills.
• Ability to travel between Metro branch locations as needed.
• Ability to work branch operating hours, including Saturdays.
• Highly motivated self-starter with a growth and results-driven mindset, exceptional energy, and a constant drive to achieve more, improve outcomes, and impact the business.

Preferred Qualifications

• Previous banking, credit union, or teller experience.
• Experience opening deposit accounts and assisting with consumer lending products.
• Experience handling member escalations or complex service situations.
• Previous experience serving as a lead employee, trainer, or informal team resource.
• Knowledge of consumer banking regulations and compliance requirements.

Why Metro

For nearly 100 years, Metro has helped individuals, families, businesses, and nonprofits achieve their financial goals while strengthening local communities. As the largest state-chartered credit union in Massachusetts, we combine the scale, stability, and resources of a leading financial institution with a mission-driven commitment to serving our members and communities. You'll join a team that values growth, collaboration, accountability, and exceptional service while providing meaningful opportunities for career development and advancement.

Benefits, Hybrid Eligibility, and Compensation

This position is fully onsite and does not offer remote work. Initial training is conducted in Chelsea, Massachusetts.

Compensation Range: $24.04 - $30.48

Our Benefits

We believe great work starts with supporting our people. That's why we offer a competitive and well-rounded benefits package designed to support your health, financial well-being, career growth, and work-life balance. From medical, dental, and vision coverage to retirement savings, paid time off, learning opportunities, and employee wellness resources, we invest in helping our employees thrive both at work and beyond.

Click here to learn more about our benefits package and employee perks.

Compensation Disclosure

The salary range listed provides a general expectation for the role. Final compensation is based on experience, unique strengths, and the impact you are expected to make. Metro also offers a competitive benefits package and additional perks that contribute to total compensation.