Location: Newton 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.

The salary range listed gives a general idea of what we expect to offer. We consider your experience, unique strengths, and the impact you’re likely to make in the role. On top of that, we offer a competitive benefits package and other perks that round out the total compensation.

Compensation Range: $26 - $32 per hour

This position is not eligible for visa sponsorship.

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.

Ready to Make an Impact?

At Metro Credit Union, we believe our employees are our greatest asset. We are committed to creating a work environment where you can thrive professionally while maintaining work-life balance. From comprehensive benefits and competitive compensation to opportunities for growth and development, we invest in your success. Join a team where your work makes a real difference in protecting our members and strengthening our community.

About Metro Credit Union

Metro Credit Union is the largest state-chartered credit union in Massachusetts, with $3.4 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its Metro@work program.

Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos ("Together We Advance") designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman's Best of 2025 awards; and recognized as one of America's Best Regional Banks and Credit Unions in 2025 by Newsweek. Learn more at MetroCU.org.

About the company

Metro Credit Union is a member-owned financial cooperative in Massachusetts that provides everyday banking and lending services to individuals and small to mid-size businesses. It offers savings and checking accounts, loans, mortgages, and other financial products through 18 branches and online channels, with access for employees via the Metro@work program. Unlike many banks, Metro is owned and controlled by its members, reinvesting profits to benefit members, and it serves a broad regional footprint with partnerships with over 1,200 companies for workplace banking and benefits. Its goal is to help members achieve financial well-being through affordable, accessible banking and community-focused support.

Company Size

201-500

Company Stage

N/A

Total Funding

N/A

Headquarters

Boston, Massachusetts

Founded

1926

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Benefits

Health Insurance
Dental Insurance
Vision Insurance
Wellness Program
Professional Development Budget

Company News

CUbroadcast

Aug 12th, 2026

NASCUS honors Robert Cashman with the prestigious 2026 Pierre Jay Award.

NASCUS honors Robert Cashman with the prestigious 2026 Pierre Jay Award. The National Association of State Credit Union Supervisors (NASCUS) is proud to announce Robert Cashman, President and CEO of Metro Credit Union in Massachusetts, as the recipient of the prestigious 2026 Pierre Jay Award, NASCUS's highest recognition for outstanding service, leadership, and commitment to the state credit union system. For more than 40 years, Cashman has dedicated his career to the credit union movement, combining leadership at Metro Credit Union with extensive advocacy and service to the broader credit union system. Under his leadership, Metro has grown from $316 million in assets to more than $3.3 billion and today serves nearly 215,000 members. "Robert's commitment to the industry extends well beyond his leadership at Metro Credit Union," said Brian Knight, President and CEO of NASCUS. "His advocacy, service, and willingness to share his experience have strengthened the credit union system, along with the people and organizations it serves. Robert represents the leadership and commitment the Pierre Jay Award was created to recognize." Throughout his career, Cashman has been a strong advocate for credit unions and the state system. He has regularly testified before the Massachusetts legislature on issues affecting credit unions and played a leading role in the enactment of the state's Credit Union Modernization legislation. Under his leadership, Metro has also supported dozens of local charities and programs focused on financial literacy, financial well-being, and connecting members with grants and public assistance. Cashman has also demonstrated a longstanding commitment to professional development and creating opportunities for future leaders. During his tenure as CEO, numerous employees have gone on to lead credit unions of their own. His industry service includes the NASCUS Credit Union Advisory Council, the National Credit Union Foundation, the Cooperative Credit Union Association, and the New England Automated Clearing House. His connection to the credit union movement spans generations. Cashman's grandfather founded what was originally Chelsea Credit Union in 1926, and his father served as its CEO from 1957 to 1998. Today, Cashman is at the helm of Metro Credit Union as it celebrates its 100th anniversary. "Robert's leadership extends well beyond the success of Metro Credit Union. Through his service on the CCUA Board and his unwavering commitment to the credit union movement, he has helped shape a stronger, more innovative state credit union system, making him a truly deserving recipient of this distinguished honor," said Ron McLean, President and CEO of the Cooperative Credit Union Association. Cashman has been a strong supporter of NASCUS and a valued member of its Credit Union Advisory Council, bringing his experience and perspective to conversations among credit union leaders and state regulators. "Robert Cashman exemplifies the qualities celebrated by the NASCUS Pierre Jay Award: dedicated service, strong leadership, and commitment to the credit union system," said Katie Averill, NASCUS Regulator Board Chair and Superintendent of Credit Unions for the Iowa Department of Insurance and Financial Services. "NASCUS is fortunate to have him in a leadership role, and our entire credit union system is stronger because of his contributions." Established in 1997, the Pierre Jay Award honors individuals, programs, or organizations for outstanding service to NASCUS and the state credit union system. The award is named for Pierre Jay, Massachusetts Banking Commissioner from 1906 to 1909, who worked alongside credit union pioneer Edward Filene to advance the cooperative credit union movement in the United States. Cashman received the award during the 61st Annual Meeting, the NASCUS State System Summit in Philadelphia, Pennsylvania.

Finopotamus

Mar 30th, 2026

Metro Credit Union selects Tyfone's nFinia(R) Digital Banking Platform.

Metro Credit Union selects Tyfone's nFinia(R) Digital Banking Platform. * 9 hours ago ~Massachusetts' largest state-chartered credit union to deliver advanced payments, seamless integrations, unified digital experience~ PORTLAND, Ore. (March 30, 2026) - Digital banking solutions provider Tyfone, today announced that Metro Credit Union (Metro) has selected the nFinia(R) Digital Banking Platform to enhance its digital capabilities, strengthen member engagement and support future growth. The credit union cited nFinia's flexibility, faster payments capabilities, open banking architecture and scalable security as the decisive factors in its decision. Headquartered in Chelsea, Mass., Metro is the largest state-chartered credit union in Massachusetts with more than $3.2 billion in assets and 200,000 members. After a comprehensive evaluation, Metro selected nFinia for its ability to deliver real-time, secure money movement options, seamless self-service options for members and embedded third-party integrations within a unified, configurable digital banking experience. Additionally, platform flexibility is paramount for the credit union as it navigates the dual challenge of supporting its current business model, while building for the future. "About a year ago, we realized we were at an inflection point in digital banking," said Traci Michel, PMP, SVP Chief Operating Officer and Chief Strategy Officer, Metro Credit Union. "We have a lot of very differentiated solutions, however, we struggled to stitch it all together in the digital environment. Tyfone's nFinia platform will allow us to do unique work with integrations and present those as Metro branded experiences within digital banking. Our members will not need to leave the nFinia platform to experience all of those differentiated products and services." The credit union also pointed to strong cultural alignment and Tyfone's collaborative approach as key differentiators in the evaluation process. During the evaluation, Metro's team presented Tyfone with a range of complex scenarios and edge cases. In each instance, Tyfone's team identified a solution, either within the existing nFinia platform or through a custom approach, demonstrating the problem-solving ethos and industry expertise Metro requires in a long-term partner. "One of the main factors that influenced our decision was Tyfone's company culture and commitment to excellence," Michel continued. "Tyfone is an extension of our team. Defining our exact needs over the next five years would be challenging given how fast the environment is changing, but with Tyfone, we are confident that our teams will collaborate to ensure we are prepared. Whatever business model we decide to innovate for in the future, we believe it will be supported through this platform and partnership." The nFinia platform will also deliver a dramatically improved employee experience. Today, Metro's staff must navigate multiple disparate systems to assist members. With nFinia's AI-powered admin tools and centralized portal, employees will have a single, intuitive interface that brings together the information they need to serve members quickly and effectively. Metro's operational teams can easily access data needed for day-to-day priorities, while strategically pairing data with broader member intelligence for more effective business decisions and marketing campaigns. "Metro is exactly the kind of institution for which nFInia was built," said Siva Narendra, CEO of Tyfone. "The credit union has a clear vision for delivering differentiated, modern banking experiences, and we are committed to bringing that vision to life. Together, our teams are focused on deploying a flexible, secure platform that supports their current needs, as well as ensuring they are positioned to thrive in the future." About Tyfone Inc. Based in Portland, Ore., Tyfone is a leading provider of consumer and commercial digital banking services for community financial institutions throughout the U.S. Finopotamus LLC understand that an elegant, engaging, intuitive user experience is the minimum requirement for any digital banking provider. What differentiates Tyfone is its unwavering commitment to continuous innovation, exceptional collaboration, and superior execution. Finopotamus LLC consider each customer a true partner and place the highest value on every relationship. To learn more about Tyfone, visit Tyfone.com and connect on LinkedIn. About Metro Credit Union Metro Credit Union is the largest state-chartered credit union in Massachusetts, with $3.2 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its Metro@work program. Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos ("Together We Advance") designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman's Best of 2025 awards; and recognized as one of America's Best Regional Banks and Credit Unions in 2026 by Newsweek. In 2026, Metro proudly celebrates its 100th anniversary, marking a century of service and commitment to the communities it serves. Learn more at MetroCU.org.

Finopotamus

Feb 19th, 2026

Metro CU Partners with Salus to Launch Automated Small-Dollar Lending Program

Metro CU partners with Salus to launch automated small-dollar lending program. * 5 hours ago $3.2B Metro leverages microloan solution to attract younger members and fulfill low-income designation mission Metro Credit Union, a $3.2 billion credit union based in Chelsea, Mass., has partnered with Salus to launch an automated small-dollar lending program designed to attract younger demographics and serve underbanked members. "What Salus offers is such a light lift in terms of implementation," Traci Michel, SVP Chief Operating Officer & Chief Strategy Officer at Metro CU, said. "It's pre-integrated with our core provider. It doesn't require a digital banking integration, which can be a barrier for many credit unions when launching a new product. Loan servicing, being automated on core and supported by existing workflows for personal loans, is very straightforward. However, lifting and shifting the underwriting burden, coupled with instant funding, is what truly made it an easy decision." Additionally, Metro recognized that a significant portion of its membership was turning to neobank/fintech providers, payday lenders, check-cashing stores and title loan providers. Using Salus, Metro hopes to stop watching its members go elsewhere and stay at the credit union for their small-dollar credit needs. Metro is taking a measured approach to the rollout, initially offering the product to a targeted segment of members before expanding availability. The credit union will establish concentration limits that allow the board and risk committees to monitor performance while maintaining appropriate risk controls. "This is one of those items that falls into the category of 'existential crisis' for credit unions. We need to be offering these products and services to fulfill our mission. It's not a matter of should you - it's how do you get there," Michel noted. "At the end of the day, the risk of not taking action on this is greater than the risk of moving forward." Salus Founder/CEO James Chemplavil announced, "We're excited to partner with Metro Credit Union as they aim to attract Gen Z consumers and serve their existing low-to-moderate income members. Traci and her team understand that meeting members where they are and acting quickly is critical to competing with fintechs, neobanks and predatory lenders. We look forward to helping Metro reach new and younger members while providing their existing membership with a sustainable alternative to high-cost payday loans." Michel also could not say enough about Salus' implementation process. "Their team is really impressive. The process has been smooth, collaborative and well-managed, making it a refreshing experience overall." About Salus Salus is a leading fintech provider helping credit unions meet members where they are and make them members for life. The company leverages decades of experience in credit and technology to develop services that drive financial inclusion, including microloans, credit risk analytics through its Sentinel service, earned wage access and loan automation. To learn more, visit www.SalusFintech.com or schedule a meeting with the team. About Metro Credit Union Metro Credit Union is the largest state-chartered credit union in Massachusetts, with $3.2 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its Metro@work program. Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos ("Together We Advance") designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman's Best of 2025 awards; and recognized as one of America's Best Regional Banks and Credit Unions in 2026 by Newsweek. In 2026, Metro proudly celebrates its 100th anniversary, marking a century of service and commitment to the communities it serves. Learn more at MetroCU.org.

Banker & Tradesman

Jun 23rd, 2025

Personnel File - No. 409

Chelsea-based Metro Credit Union announced it's hired William Pagan as the new manager for its Tewksbury branch.