MAC Lead

SHELL FEDERAL CREDIT UNION•Deer Park, TX

About The Position

The MAC Lead is responsible for ensuring an exceptional service standard, a high level of production, and a high team morale is maintained in the Member Assistance Center. Essential Job Duties and Responsibilities Consistently meet all Shell FCU Service Commitments; Shell FCU Employee Creed and Shell FCU Operating Agreement. Accountable to maintain knowledge of and comply with all applicable rules and regulations required within the scope of duties, including, but not limited to, the Bank Secrecy Act. Required to complete training sessions as instructed or scheduled. Perform job duties and responsibilities in compliance to Shell FCU policies, procedures, philosophy, and standards of performance. Provide friendly, professional, and personal service to all members. Service members via phone, Live Chat, text banking, secure/non-secure email, and video. Answer and greet all incoming Credit Union calls in a professional and courteous manner. Authenticate each caller to maintain member confidentiality and enhance Credit Union security. Must be well-versed in all Credit Union products and services. Assist members and potential members with their financial service needs; explain products and services, offer solutions to member issues, respond to problems and direct members to the appropriate team members when further assistance is needed. Determine best method to resolve problems to ensure member satisfaction and adherence to company policies, practices, and procedures. Communicate and coordinate problem resolution with team members and other appropriate department(s). Must be flexible with schedule, able to work rotating Saturdays and OT as needed to meet service needs. May include opening and closing of the department. Must be able to maintain confidentiality of member information. Must take the initiative to assist with problem solving, troubleshooting and to provide support in all areas of the Call Center, as needed. Refer escalated member issues to Manager/Supervisor for further assistance. Gather loan application information by phone, Live Chat, and video for members/non-members. Provide daily guidance and training to MAC Representatives. Must follow up with all member/ non-member requests promptly either verbally or in writing to ensure 5.5 service. Must be flexible with schedule, able to work rotating Saturdays and OT as needed to meet service needs. Must have the ability to communicate professionally and effectively. Must be able to multi-task with little to no direction. Must be able to work well in a high call volume environment. Work involves extensive telephone contact with members. Must have excellent verbal and written skills. Authorized to waive fees associated with member transactions based on Credit Union practices and procedures. Fee refunds are based on authorized limits and approval for amounts greater than the Lead’s authorized limit must be obtained from a higher level of authority. Provide guidance and leadership on escalated calls which will include member complaints. Provide overrides, promote team spirit and positivity at all times. Explain loan programs to members, evaluate their needs and recommend loan options including ancillary products. Notify members of loan decision, including loan denials. Prepare and monitor schedule to ensure there is always adequate coverage. Provides backup for Supervisor/Manager in their absence. Coach employees through difficult calls providing live feedback at the time of the call. Perform additional duties as assigned. Shell Federal Credit Union is an equal opportunity and an affirmative action employer and committed to providing equal opportunity for all employees and applicants for employment, without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, age, citizenship status, marital status, protected veteran status, mental and/or physical disability, pregnancy, or any basis prohibited by State or Federal law.

Requirements

Two to three years of similar or related experience is preferred.
High school diploma or general education degree (GED).
Knowledge of Credit Union products and services.
Knowledge of the rules and regulations pertaining to lending and new accounts.
Must be well versed in all Credit Union products and services which will include lending and ancillary products.
Knowledge of various programs and systems used at the credit union.
Must maintain a welcoming and helpful demeanor.
Must have the ability to communicate professionally and effectively at all times.
Must be able to work well in a high call volume environment.
Must be willing to assist with escalated calls and offer member solutions.
Ability to work in open-concept workspace/environment.

Responsibilities

Consistently meet all Shell FCU Service Commitments; Shell FCU Employee Creed and Shell FCU Operating Agreement.
Accountable to maintain knowledge of and comply with all applicable rules and regulations required within the scope of duties, including, but not limited to, the Bank Secrecy Act.
Required to complete training sessions as instructed or scheduled.
Perform job duties and responsibilities in compliance to Shell FCU policies, procedures, philosophy, and standards of performance.
Provide friendly, professional, and personal service to all members.
Service members via phone, Live Chat, text banking, secure/non-secure email, and video.
Answer and greet all incoming Credit Union calls in a professional and courteous manner.
Authenticate each caller to maintain member confidentiality and enhance Credit Union security.
Assist members and potential members with their financial service needs; explain products and services, offer solutions to member issues, respond to problems and direct members to the appropriate team members when further assistance is needed.
Determine best method to resolve problems to ensure member satisfaction and adherence to company policies, practices, and procedures.
Communicate and coordinate problem resolution with team members and other appropriate department(s).
Must be flexible with schedule, able to work rotating Saturdays and OT as needed to meet service needs.
May include opening and closing of the department.
Must be able to maintain confidentiality of member information.
Must take the initiative to assist with problem solving, troubleshooting and to provide support in all areas of the Call Center, as needed.
Refer escalated member issues to Manager/Supervisor for further assistance.
Gather loan application information by phone, Live Chat, and video for members/non-members.
Provide daily guidance and training to MAC Representatives.
Must follow up with all member/ non-member requests promptly either verbally or in writing to ensure 5.5 service.
Must be flexible with schedule, able to work rotating Saturdays and OT as needed to meet service needs.
Must have the ability to communicate professionally and effectively.
Must be able to multi-task with little to no direction.
Must be able to work well in a high call volume environment.
Work involves extensive telephone contact with members.
Must have excellent verbal and written skills.
Authorized to waive fees associated with member transactions based on Credit Union practices and procedures.
Fee refunds are based on authorized limits and approval for amounts greater than the Lead’s authorized limit must be obtained from a higher level of authority.
Provide guidance and leadership on escalated calls which will include member complaints.
Provide overrides, promote team spirit and positivity at all times.
Explain loan programs to members, evaluate their needs and recommend loan options including ancillary products.
Notify members of loan decision, including loan denials.
Prepare and monitor schedule to ensure there is always adequate coverage.
Provides backup for Supervisor/Manager in their absence.
Coach employees through difficult calls providing live feedback at the time of the call.
Perform additional duties as assigned.