Universal Service Center - Digital Branch Assistant Manager

Company Overview:
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 2025 by Newsweek. Learn more at MetroCU.org.

Position Summary:
Are you ready to lead in a dynamic, digital-first environment? As the Digital Branch Assistant Manager, you’ll play a pivotal role in delivering exceptional member experiences across phone, chat, email, and video banking channels. In this leadership position, you’ll inspire and guide a high-performing team, ensuring service excellence and achievement of key performance metrics.

You’ll be hands-on-coaching agents, resolving complex issues, and driving process improvements that enhance efficiency and member satisfaction. By fostering collaboration and leveraging data-driven insights, you’ll help shape the future of digital banking while supporting organizational sales and referral goals. This is your opportunity to lead innovation, empower your team, and make a meaningful impact on how we connect with our members.

Responsibilities

Essential Job Functions:

• Leads and manages a team of Digital Branch and Sales and Service agents handling inbound phone, chat, email, and video banking interactions.
• Oversees staffing through recruitment, selection, training, and performance management, including coaching, counseling, and recommending promotions or salary changes.
• Ensure positive service delivery and attainment of department metrics.
• Handles escalated member issues and supports agents with complex topics such as online banking, account maintenance, lending, and card services.
• Monitors real-time metrics and agent activity, making adjustments to optimize service levels across all channels.
• Supports organizational sales and referral goals through team engagement.
• Optimizes workflows and implement process enhancements to improve efficiency and effectiveness within the Digital Branch channels.
• Serves as a subject matter expert on Digital Branch operations, providing guidance and support to both agents and leadership.
• Actively engages with team members, offering real-time support and fostering a collaborative, high-performing environment.
• Works side by side with Digital Branch staff and provides backup support to daily operations and maintains awareness of frontline challenges.
• Collaborates with cross-functional teams to align Digital Branch service delivery with broader organizational goals.
• Reviews agent interactions regularly to identify coaching opportunities and drive continuous improvement.
• Contributes to team engagement by helping develop and facilitate department activities and initiatives aimed at improving performance and moral.
• Assists members directly via phone, chat, video, or email when needed.
• Performs additional duties as assigned by management.

Supervisory Responsibilities:

• Manages staff including Sales and Service Agents, Sales and Service Supervisor, Member Service Specialists and Quality Assurance Analyst.

Requirements/Skills Needed

Requirements:

• High school diploma or equivalent strongly preferred.
• Minimum 4 years of related experience in financial services customer service strongly preferred.
• Previous supervisory/management experience strongly preferred.
• Experience in vendor relationship management strongly preferred.
• Experience cross-departmental collaboration strongly preferred.
• Project Management experience preferred.

Skills/Knowledge/Certifications:

• Strong knowledge of computers, web browsers, and office software including word processing, spreadsheets, and presentation software.
• Strong customer service skills.
• Strong oral and written communication skills.
• Attention to detail and accuracy of work performed.
• Ability to problem solve and work independently.
• Strong team management skills.

Working Conditions/Physical Demands:

• General office environment.
• Frequent telephone and computer use.
• Highly stationary.

Additional Information:

Hybrid Policy Eligibility:

• Hybrid eligibility is dependent on the employee remaining in good standing; by meeting all designated metrics on a consistent basis and adhering to role requirements and expectations.
• Minimum Days In Office per Week: 3 Days
• Minimum Days In Office to Onboard: 180 Days
• 4x10 Eligible: No

What We Offer: Comprehensive Benefits

• Health, Dental, and Vision coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copays
• Sales Incentives; annual retention bonus vesting program
• Four weeks paid vacation; 11 paid holidays
• 401(k) with matching plan & safe harbor plan – allowing every employee to save for retirement. Metro contributes 3% regardless of employee’s contribution
• 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 training program (classroom, on-the-job, and mentoring)

Stable and Growing Organization

• Compensation Disclosure:
  $73,000 to $98,000
• 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.
• All retail positions located within our branches do not offer remote work arrangements and require initial training on-site in our Chelsea location.

How to Apply

How to Apply: Apply directly on our career sites using this link:
https://jobs.dayforcehcm.com/en-US/metrocu/CANDIDATEPORTAL/jobs/2587