MAC Lead

Position Overview Job Location: Deer Park - Deer Park, TX 77536 Position Type: Full Time Job Shift: Must Be Flexible & Rotating Saturdays Shift Hours: Monday - Friday 1PM - 10PM and Saturdays 9AM - 5PM 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 within scope of duties, including but not limited to the Bank Secrecy Act. Complete training sessions as instructed or scheduled. Perform job duties 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. 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, respond to problems and direct members to appropriate team members when further assistance is needed. Determine best method to resolve problems to ensure member satisfaction and adherence to company policies, practices and procedures. Communicate and coordinate problem resolution with team members and appropriate departments. Work rotating Saturdays and OT as needed to meet service needs; may include opening and closing of the department. Maintain confidentiality of member information. Take the initiative to assist with problem solving, troubleshooting and provide support in all areas of the Call Center as needed. Refer escalated member issues to Manager/Supervisor for further assistance. Gather loan application information by phone, Live Chat and video for members/non‑members. Provide daily guidance and training to MAC Representatives. Follow up with all member/non‑member requests promptly either verbally or in writing to ensure 5.5 service. Communicate professionally and effectively. Multi‑task with little to no direction. Work well in a high call volume environment. Extensive telephone contact with members. Have excellent verbal and written skills. Authorized to waive fee associated with member transactions based on Credit Union practices and procedures. Provide guidance on escalated calls including member complaints. Provide overrides, promote team spirit and positivity at all times. Explain loan programs to members, evaluate their needs and recommend loan options including ancillary products; notify members of loan decision including denials. Prepare and monitor schedule to ensure adequate coverage. Provide backup for Supervisor/Manager in their absence. Coach employees through difficult calls providing live feedback at the time of the call. Perform additional duties as assigned. Qualifications Two to three years of similar or related experience is preferred. High school diploma or GED. Knowledge of Credit Union products and services. Knowledge of rules and regulations pertaining to lending and new accounts. Well‑versed in all Credit Union products and services including lending and ancillary products. Knowledge of programs and systems used at the credit union. Maintain a welcoming and helpful demeanor. Communicate professionally and effectively at all times. Work well in a high call volume environment. Assist with escalated calls and offer member solutions. Work in an open‑concept workspace. Physical Demands Employee must regularly bend and stand; may need to lift or move up to 15 pounds. Working Conditions Exposure to potential hazardous conditions such as robbery. Employees will receive procedures to minimize risk. Equal Employment Opportunity Shell Federal Credit Union is an equal opportunity and 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. Legal and Compliance In accordance with the Americans with Disabilities Act, requirements may be modified to accommodate disabled individuals, except where accommodations pose serious health or safety risks or undue hardship. This job description is not a complete statement of all duties and responsibilities; it is not intended as an employment contract. This organization uses E-Verify in its hiring practices to achieve a lawful workforce. #J-18808-Ljbffr Shell Federal Credit Union