Join our dynamic Operations Service team – the team which supports all Retail Operations. You’ll perform a variety of duties supporting card services, commercial deposits, consumer deposits, and digital services with a strong focus on member-facing tasks impacting the department’s service levels. Serve as a fully cross-trained department member in all areas.
Essential Duties:
- Monitor and respond to member requests via various channels including mail, secure email, phone, video chat, and other channels within established standards.
- Resolve internal requests via contact events, help desks, and phone queues within established standards.
- Provide excellent member service, internally to co-workers and externally to members, adhering to established service level standards and expectations in various request channels.
- Serve as subject matter expert for branch employees and other internal teams needing assistance with member situations including department troubleshooting, phone queue support, and member outreach, as needed.
- Perform daily operational tasks supporting card services, commercial deposits, consumer deposits, and digital services including report review, transaction and file processing, and account maintenance.
- Engage with various departments and management to troubleshoot issues, identify opportunities for efficiency, and support company initiatives.
- Monitor for red flags and suspicious activity throughout service channels, reporting such behavior to management and taking appropriate preventative action on accounts.
- Keep informed of related federal and state rules and regulations that govern deposit products and services.
- Adhere to Metro’s policies and procedures including monitoring for and reporting red flags and suspicious transactions, funds availability, and other related regulations and compliance topics.
Requirements:
- Education and Experience
- High school diploma or equivalent strongly preferred.
- Minimum 3 years credit union/banking operational experience strongly preferred.
- Skills/Knowledge/Certifications
- Thorough experience with Credit Union functionality and department procedures.
- Demonstrated knowledge of regulations and requirements as they relate to the financial services industry.
- Exceptional attention to detail with strong organizational and prioritizing skills.
- Effective communication skills – both verbal and written skills.
- Strong interpersonal skills with ability to work with all levels in the organization.
- Top analytical skills including the ability to research, analyze, and present investigative findings in reports to management.
- Experienced with working in a fast-paced and rapidly changing environment.
- Ability to work under pressure while multi-tasking.
- Team player with the ability to work independently with little or no supervision.
Work Environment:
After initial onboarding on-site in Chelsea, this position is eligible for Hybrid Work Agreement: minimum of 3 days/week in office. (Tuesdays, Wednesdays, and another day to be worked out within department).
Why Join our team:
- Comprehensive Benefits:
- Health, Dental, and Vision coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copays
- Annual bonus eligibility; annual retention bonus vesting program
- Three weeks paid vacation; 11 paid holidays
- 401(k) with matching plan & safe harbor plan – allowing every employee to save for retirement
- Wellness Incentives; Employee Assistance Program; Flexible Spending Account; Health Savings Account; Prescription Drug program and range of voluntary benefits (LTD, STD, AD&D); access to no-interest loans; $150/Quarter reimbursements for wellness and lifestyle expenses
- Discounts on Pet Insurance
- Strong growth opportunities with development plans and position-related or job-related tuition assistance to help you attain your long-term career goals
- Growing, dynamic environment – no day is ever the same and join an exceptional team of co-workers
- Exceptional Learning & Development opportunities (classroom, on-the-job, and mentoring)
- Stable and growing organization
Apply today and explore this incredible opportunity and team!