MAC Representative

Job Details

• Job Location:
  
  Deer Park, TX 77536
• Position Type:
  Full Time
• Job Category:
  Banking
• Shift
  
  Hours:
  
  Monday‑Friday 1pm‑10pm and rotating Saturdays 9am‑5pm

• Consistently meet all Shell FCU Service Commitments, Employee Creed, and Operating Agreement.
• Maintain knowledge of and comply with applicable rules and regulations, including the Bank Secrecy Act.
• Complete training sessions as instructed or scheduled.
• Perform duties in compliance with Shell FCU policies, procedures, philosophy, and performance standards.
• Provide friendly, professional, and personal service to all members.
• Serve members via phone, Live Chat, text banking, secure/non‑secure email, and video calls.
• Answer and greet all incoming Credit Union calls professionally and courteously.
• 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 prospective members with financial service needs: explain products, offer solutions, respond to problems, and direct to appropriate team members when needed.
• Assist members with:
  • Opening/closing accounts
  • General account information
  • Account maintenance
  • Stop payments and disputes
  • Change of address
  • Debit, credit and ATM cards
  • Check orders
• Determine best methods to resolve problems and ensure member satisfaction while adhering to company policies, practices, and procedures.
• Communicate and coordinate problem resolution with appropriate departments.
• Refer escalated member issues to team leads and management.
• Gather loan application information by phone, Live Chat, and video for members and non‑members.
• Cross‑sell credit union products and services based on member needs.
• Maintain confidentiality of member information.
• Follow up on all member/non‑member requests promptly, verbally or in writing, to ensure satisfaction.
• Perform additional duties as assigned.
• Authorise waiving of fees associated with member transactions based on credit union practices and procedures.
• Maintain flexibility with schedule, including rotating Saturdays and overtime as needed.

• Experience:
  
  One to two years of similar or related experience.
• Education:
  
  High school diploma or general education degree (GED).
• Knowledge of credit union products and services.
• Welcoming and helpful demeanor.
• Professional verbal communication skills.
• Ability to work well in a high call volume environment.
• Ability to work in an open‑concept workspace.
• Physical ability to bend, stand, and sometimes lift up to 15 lbs.
• Prepared for exposure to potential hazardous conditions (e.g., robbery) with detailed instructions to minimize risk.

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.

The organization maintains its status as an at‑will employer. Employees can be terminated for any reason not prohibited by law. The organization uses E‑Verify® in its hiring practices to achieve a lawful workforce.

Note:

This job description is not a complete statement of all duties and responsibilities comprising this position. It is intended as a general overview.