MAC Representative (Digital Services)

SHELL FEDERAL CREDIT UNION • Deer Park, TX

4d • Onsite

About The Position

The MAC Representative is responsible for providing exceptional member service in response to member needs and requests. This role involves servicing members via phone, Live Chat, text banking, secure/non-secure email, and video. The representative will answer and greet incoming Credit Union calls professionally, authenticate callers, and assist members with their financial service needs, including information about accounts, account maintenance, debit/credit/ATM cards, and check orders. They will also determine the best method to resolve problems to ensure member satisfaction and adherence to company policies, and gather loan application information. Additionally, the role requires cross-selling Credit Union products and services based on member needs and following up promptly on all requests.

Requirements

• One to two years of similar or related experience.
• High school diploma or general education degree (GED).
• Knowledge of credit union products and services.
• Welcoming and helpful demeanor.
• Must possess professional verbal communication skills.
• Must have the ability to communicate professionally and effectively at all times.
• Must be able to work well in a high call volume environment.
• Ability to work in an open-concept workspace/environment.
• Must be able to maintain confidentiality of member information.
• Must be able to multi-task with little to no direction.
• Must be able to work well in a high call environment.

Nice To Haves

• Must be flexible with schedule, able to work rotating Saturdays and overtime, as needed, to meet service needs.

Responsibilities

• Consistently meet all Shell FCU Service Commitments; Shell FCU Employee Creed and Shell FCU Operating Agreement.
• 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.
• Complete training sessions as instructed or scheduled.
• Perform job duties and responsibilities in compliance with 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.
• Assist members with their service needs related to, but not limited to: Information about opening/closing accounts, general account information, account maintenance, stop payments, and disputes, Change of Address, debit, credit and ATM cards; check orders.
• Determine best method to resolve problems to ensure member satisfaction and adherence to company policies, practices, and procedures.
• Communicate and coordinate problem resolution with appropriate department(s).
• Refer escalated member issues to team leads and management.
• Gather loan application information by phone, Live Chat, and video for members/non-members.
• Cross-sell Credit Union products and services based on member needs.
• Follow up with all member/nonmember requests promptly either verbally or in writing to ensure member satisfaction.
• Authorized to waive fees associated with member transactions based on Credit Union practices and procedures.
• Performs additional duties as assigned.

Benefits

• Equal opportunity and an affirmative action employer
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED