MAC Representative (Late Hours)

SHELL FEDERAL CREDIT UNION • Deer Park, TX

6d • 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, general account information, account maintenance, stop payments, disputes, changes of address, and debit, credit, and ATM cards. They will also gather loan application information and cross-sell Credit Union products and services based on member needs. The position requires flexibility with scheduling, including rotating Saturdays and overtime as needed, and the ability to maintain confidentiality. The role operates in a high call volume environment and requires prompt follow-up 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.
• Must be able to maintain confidentiality of member information.
• 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 environment.
• Must follow up with all member/nonmember requests promptly either verbally or in writing to ensure member satisfaction.
• Must have excellent verbal and written skills.

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 opening/closing accounts, general account information, account maintenance, stop payments, disputes, Change of Address, debit, credit, and ATM cards; check orders.
• Determine the 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/non-member requests promptly either verbally or in writing to ensure member satisfaction.
• Perform additional duties as assigned.

Benefits

• Shell Federal Credit Union is an equal opportunity and an affirmative action employer and is 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: Mid Level
• Education Level: High school or GED