Shell Federal Credit Union · 3 days ago
MAC Representative (Late Hours)
Deer Park - Deer Park, TX 77536
Full-time
Onsite
Entry Level
1+ years expShell Federal Credit Union is seeking a MAC Representative to provide exceptional member service in response to member needs and requests. The role involves assisting members with their financial service needs, maintaining compliance with regulations, and ensuring member satisfaction through effective communication and problem resolution.
Finance
No H1B
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 member’s 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
Qualification
Required
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
Company
Shell Federal Credit Union
Shell Federal Credit Union is a member owned and operated cooperative serving Harris County.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Kristi Garner
EVP/CFO
Chris Martinez
MAC Operations Manager
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