Part Time MAC Representative (Late Hours)

Shell Federal Credit Union; Deer Park (TX); On-site; USD 24,000 - 30,000; Part time

Job summary

Shell Federal Credit Union in Deer Park, TX is seeking a part-time Member Services Associate to provide friendly, professional service to members via phone, live chat, and in-branch interactions.

The role requires at least one year of related experience, a high school diploma or GED, and knowledge of credit union products. You will handle member inquiries, waive fees within limits, and support daily operations in a high-volume environment.

Qualifications

• Minimum one year similar or related experience.
• High school diploma or GED.
• Knowledge of credit union products and services.
• Welcoming and helpful demeanor.
• Professional verbal communication skills.
• Ability to communicate effectively at all times.
• Work well in a high call volume environment.
• Open-concept workspace environment.

Responsibilities

• Answer and greet all incoming credit union calls in a professional and courteous manner.
• Provide information/assistance on our products and services.
• Direct members to appropriate department for information and service.
• Resolve problems to ensure member satisfaction and adherence to policies.
• Refer more complex issues to team leads.
• Handle loan applications by phone and service members via Live Chat and non-secure email.
• Cross-sell credit union products and services.
• Support MAC operations as needed.
• Maintain confidentiality and work flexibly including Saturdays and evenings when required.

Skills

Customer service

Verbal communication

Written communication

High call volume

Education

High school diploma or GED

Job description

Job Details

Job Location: Deer Park - Deer Park, TX 77536

Position Type: Part Time

Job Category: Banking

Shift Hours:

Monday - Friday 5pm - 10pm

Saturday's 9am to 5pm

Essential Job Duties and Responsibilities

• Consistently meet all Shell FCU Service Commitments; Shell FCU Employee Creed and Shell FCU Service Distinctions.
• 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 attend annual training sessions as instructed or scheduled.
• Answer and greet all incoming credit union calls in a professional and courteous manner.
• Provide information/assistance on our products and services we offer.
• Directs members to appropriate department(s) or individual for specific information and/or service.
• Determine best method to resolve problems to ensure member satisfaction and adherence to company policies.
• Communicate and coordinate problem resolution with appropriate department(s).
• Refer more complex member issues to team leads.
• Collect loan application information by phone for members.
• Service members via Live Chat and non secure email.
• Cross-Service credit union products and services.
• Serve as MAC Operator as needed.
• Must be able to work Saturday rotation schedule as needed for the Credit Union.
• Must be flexible with the ability to work evenings, Saturdays and on call as needed to meet staffing needs.
• Must be able to maintain confidentiality of information.
• Must have the ability to communicate effective.
• Must be able to work well in a high call volume, high stress work environment.
• Work involves extensive telephone contact with members.
• Must follow up with all member/ non member requests promptly either verbally or in writing to ensure member satisfaction.
• Must have excellent verbal and written skills.
• Authorize to waive fees associated with member transactions but not to exceed $150.00 per member without higher level of authority.
• 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

Knowledge and Skills

• Experience: Minimum one year similar or related experience.
• Education / Training: High school diploma or general education degree (GED).
• Knowledge of credit union products and services.
• Maintain a 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.

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.