Metro Credit Union
Overview
Established in 1926, Metro has grown to be the largest state- chartered Credit Union in Massachusetts with 19 branches, 220,000 Members and $3.4B in assets. 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. Position Summary
The AVP Financial Coaching and Outcomes
will lead the implementation, monitoring and continuous improvement of Metro’s financial coaching program – the credit union’s flagship strategic initiative to deliver personalized, outcomes-driven financial guidance to members. This role is responsible for aligning people, processes, and technology to deliver consistent, empathetic, and measurable coaching experience across all member touchpoints, resulting in measurable and attributable business growth. The ideal individual is a strategic operator, skilled coach, and systems thinker who can translate vision into action and impact. What You’ll Do
Program Execution
Own the end-to-end execution of the financial coaching program, ensuring alignment with company-wide strategy and related business growth outcomes. Maintain the internal coaching playbook, including structured programming, tools, and process materials. Lead phased implementation across cohorts, channels, and departments, in line with the roadmap. Partner with Digital, Deposits, Lending/Collections, Marketing, Business Development, Operations, etc to embed coaching processes and tools into member journeys and touchpoints. People & Culture
Support cohorts of certified financial coaches across the organization. Review intake sheets for quality, provide appropriate feedback to coaches and leaders to shape program outcomes. Participate as a key stakeholder in the selection process for new financial coaches in all member-facing business units, assessing skills and competencies for success. Collaborate with Learning & Development to deliver empathy and empowerment education to all staff. Similarly, collaborate with L&D to deliver financial coaching certification to selected staff. Foster and model a strong coaching culture that centers member dignity, trust, and progress demonstrated by measured business outcomes. Measurement & Impact
Track and report on improvements in key indicators such as credit scores, emergency savings, and debt-to-income ratios because of coaching interventions. Create and implement action plans to improve KPIs. Partner with SI to quantify the impact of coaching on member growth, product-per-member ratios, and other leading indicators of business growth. Co-develop and manage the Financial Wellbeing Index in partnership with data strategy teams and stakeholders. Use data (internal and external/industry findings) to iterate the program and demonstrate ROI to internal and external stakeholders What You’ll Bring
Supervisory Responsibilities
While this leader does not initially have any direct reports, this individual is responsible for building significant internal partnerships across business lines and has authority to direct change relating to the coaching program and the cohort of employees providing personalized coaching. Education and Experience
5-7 years of experience in financial coaching, member experience, or related fields. Bachelor’s degree is preferred, in areas such as business, marketing, finance, psychology, or related fields. Skills/Knowledge/Certifications
Proven success in building relationships through personalized coaching or advisory programs. Strong understanding of financial health, equity, and inclusion principles. Expert at leading cross-functional initiatives and managing change. Empathetic communicator with a bias towards action and accountability. Familiarity with digital tools, CRM systems, and data-driven program design. Ideal Candidate Attributes
Passionate about helping people take the next step in their financial lives. Skilled at translating strategy into systems, tools, and behaviors. Comfortable navigating ambiguity and building new programs from the ground up. Committed to equity, inclusion, and member-centered design. Work Environment
General office environment Frequent on-the-road travel to various community sites Hybrid Policy Eligibility
Minimum Days In Office per Week: 3 Days (Tuesday and Wednesday, plus one other day per week TBD) Minimum Days In Office to Onboard: 14 Days 4x10 Eligible: Yes 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
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Established in 1926, Metro has grown to be the largest state- chartered Credit Union in Massachusetts with 19 branches, 220,000 Members and $3.4B in assets. 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. Position Summary
The AVP Financial Coaching and Outcomes
will lead the implementation, monitoring and continuous improvement of Metro’s financial coaching program – the credit union’s flagship strategic initiative to deliver personalized, outcomes-driven financial guidance to members. This role is responsible for aligning people, processes, and technology to deliver consistent, empathetic, and measurable coaching experience across all member touchpoints, resulting in measurable and attributable business growth. The ideal individual is a strategic operator, skilled coach, and systems thinker who can translate vision into action and impact. What You’ll Do
Program Execution
Own the end-to-end execution of the financial coaching program, ensuring alignment with company-wide strategy and related business growth outcomes. Maintain the internal coaching playbook, including structured programming, tools, and process materials. Lead phased implementation across cohorts, channels, and departments, in line with the roadmap. Partner with Digital, Deposits, Lending/Collections, Marketing, Business Development, Operations, etc to embed coaching processes and tools into member journeys and touchpoints. People & Culture
Support cohorts of certified financial coaches across the organization. Review intake sheets for quality, provide appropriate feedback to coaches and leaders to shape program outcomes. Participate as a key stakeholder in the selection process for new financial coaches in all member-facing business units, assessing skills and competencies for success. Collaborate with Learning & Development to deliver empathy and empowerment education to all staff. Similarly, collaborate with L&D to deliver financial coaching certification to selected staff. Foster and model a strong coaching culture that centers member dignity, trust, and progress demonstrated by measured business outcomes. Measurement & Impact
Track and report on improvements in key indicators such as credit scores, emergency savings, and debt-to-income ratios because of coaching interventions. Create and implement action plans to improve KPIs. Partner with SI to quantify the impact of coaching on member growth, product-per-member ratios, and other leading indicators of business growth. Co-develop and manage the Financial Wellbeing Index in partnership with data strategy teams and stakeholders. Use data (internal and external/industry findings) to iterate the program and demonstrate ROI to internal and external stakeholders What You’ll Bring
Supervisory Responsibilities
While this leader does not initially have any direct reports, this individual is responsible for building significant internal partnerships across business lines and has authority to direct change relating to the coaching program and the cohort of employees providing personalized coaching. Education and Experience
5-7 years of experience in financial coaching, member experience, or related fields. Bachelor’s degree is preferred, in areas such as business, marketing, finance, psychology, or related fields. Skills/Knowledge/Certifications
Proven success in building relationships through personalized coaching or advisory programs. Strong understanding of financial health, equity, and inclusion principles. Expert at leading cross-functional initiatives and managing change. Empathetic communicator with a bias towards action and accountability. Familiarity with digital tools, CRM systems, and data-driven program design. Ideal Candidate Attributes
Passionate about helping people take the next step in their financial lives. Skilled at translating strategy into systems, tools, and behaviors. Comfortable navigating ambiguity and building new programs from the ground up. Committed to equity, inclusion, and member-centered design. Work Environment
General office environment Frequent on-the-road travel to various community sites Hybrid Policy Eligibility
Minimum Days In Office per Week: 3 Days (Tuesday and Wednesday, plus one other day per week TBD) Minimum Days In Office to Onboard: 14 Days 4x10 Eligible: Yes 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
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