MAC Representative (Digital Services)

Description

SHIFT HOURS:

Monday - Friday: 1PM - 10PM
Rotating Saturdays: 9AM - 5PM

The MAC Representative is responsible for providing exceptional member service in response to member needs and requests.

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.
• 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.
• Must be flexible with schedule, able to work rotating Saturdays and overtime, as needed, to meet service needs.    
• 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.
• Authorized to waive fees associated with member transactions based on Credit Union practices and procedures.
• Performs 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.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge and Skills

Experience:

One to two years of similar or related experience is preferred.

Education / Training:

High school diploma or general education degree (GED).

Job Requirements:

• 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 open-concept workspace/environment.

Physical Demands:

While performing the duties of this job, the employee is regularly required to bend and stand. May at times be able to lift, carry and/or move up to 15 pounds.

Working Conditions

Exposure to potential hazardous conditions-robbery. Employees are to receive detailed instructions and procedures to be followed to minimize risk.

In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

This Job Description is not a complete statement of all duties and responsibilities comprising this position. Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

This organization uses E-Verify® in its hiring practices to achieve a lawful workforce.