MAC Representative I

GreenState Credit Union•North Liberty, IA

13h•$24 - $28•Hybrid

About The Position

The MAC Representative I provides support within GreenState Credit Union’s Member Assistance Center (MAC), assisting members through contact center channels. The role handles routine transactions and basic inquiries while learning the credit union’s products, services, and processes. It is eligible for a hybrid schedule at the North Liberty, Iowa, or Clive, Iowa location, with three days onsite and two days remote.

Requirements

High school diploma or GED.
0–2 years of relevant experience; communication center and/or financial institution experience preferred.
Basic knowledge of deposit products and regulations, or ability to learn quickly.
Strong verbal and written communication skills for member interactions across phone and digital channels.
Ability to navigate multiple communication platforms, including phone, chat, email, and video, and internal systems.
Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
Basic to intermediate proficiency with computer applications such as word processing, spreadsheets, and database systems.
Attention to detail and accuracy when performing routine tasks.
Customer-focused approach and ability to identify basic needs and provide appropriate information.
Reliability, including consistent attendance and punctuality, and flexibility to meet business needs.
Comfort using video and digital platforms and being on camera.
Ability to develop and maintain effective working relationships with team members.
Must be bondable.

Nice To Haves

Experience in a communication center and/or financial institution.

Responsibilities

Assist members and potential members through phone, email, online chat, ITM, and digital messaging platforms.
Answer basic questions about GreenState products and services, complete routine transactions, and identify member needs.
Ensure timely follow-up on tickets and escalate non-routine, complex, or out-of-guideline issues to appropriate team members.
Follow established processes and procedures to ensure accuracy and compliance.
Use internal systems to verify member identity and complete transactions.
Provide basic guidance on digital and self-service tools.
Complete processing tasks, including document handling and internal requests, accurately and on time.
Identify sales opportunities while building member relationships.
Meet established individual and team performance expectations.
Demonstrate member-service focus, teamwork, professionalism, respect, confidentiality, and support for a diverse and inclusive work environment.
Participate in training and development activities and support team operations and departmental needs as assigned.
Complete other duties as assigned.