MAC Lead: Member Care & Call Center Leader

Shell Federal Credit Union; Deer Park (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

Shell Federal Credit Union in Deer Park, TX is seeking a full-time Call Center Associate to provide friendly, professional service to members via phone, live chat, text banking, email, and video. The role requires scheduling flexibility, including rotating Saturdays, and a strong focus on confidentiality and security.

Candidates should have 2–3 years of related experience and a high school diploma (GED). Knowledge of credit union products and strong communication skills are essential for guiding

Qualifications

• Two to three years of similar or related experience is preferred.
• High school diploma or general education degree (GED).
• Knowledge of Credit Union products and services.
• Knowledge of the rules and regulations pertaining to lending and new accounts.
• Must maintain a welcoming and helpful demeanor.
• Must have the ability to communicate professionally and effectively at all times.
• Must be able to work well in a high call volume environment.

Responsibilities

• Meet service commitments and Shell FCU Employee Creed.
• Provide friendly, professional service to members via phone, Live Chat, text banking, secure/non-secure email, and video.
• Authenticate callers to maintain member confidentiality and security.
• Explain loan programs, evaluate needs, and recommend options.
• Refer escalated issues to Manager/Supervisor for further assistance.
• Coach employees through difficult calls and provide live feedback.

Education

High school diploma or GED

Job description

Shell Federal Credit Union in Deer Park, TX is seeking a full-time Call Center Associate to provide friendly, professional service to members via phone, live chat, text banking, email, and video. The role requires scheduling flexibility, including rotating Saturdays, and a strong focus on confidentiality and security.

Candidates should have 2–3 years of related experience and a high school diploma (GED). Knowledge of credit union products and strong communication skills are essential for guiding