MAC Specialist I

Responsibilities

• Adheres to the Credit Union's core values and Service Standards in conducting GreenState's mission and vision.
• Demonstrates a positive member service (internal and external) focus at all times.
• Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
• Safeguards confidentiality of member information.
• Supports a diverse and inclusive work environment.
• Promotes and implements the values of the Member Assistance Center.
• Aids members and potential members with telephone and digital service channels by:
• Answering questions about GreenState products and services.
• Performing transactions and resolving problems that are within their authority to resolve.
• Refer problems that are beyond their authority to the appropriate group along with their recommendations.
• Ensuring timely follow up in interactions requiring it for continuation of high-quality member service.
• Demonstrates excellence, integrity, teamwork and respect for others, in all their work.
• Shows expertise in all GreenState Credit Union products and services and can effectively cross-sell other products.
• Researches and resolves complex member service issues with limited supervision.
• Edifies members on the use of digital or self-service platforms and provides technical support while utilizing those platforms.
• Utilizes a computerized system for member verification, gathering relevant information to complete various transactions/requests while ensuring they are in accordance with the appropriate processes and procedures.
• Accurately and timely completes processing related tasks, such as document processing or responding to internal requests.
• Demonstrates a high degree of accuracy, attention to detail and multi-tasking ability.
• Participates in community service organizations and/or credit union sponsored events.
• Contributes positively to the strategic objectives and culture of the department.
• Educates members on all Credit Union products and services.
• Mets or exceeds established department and individual goals as identified by departmental leadership.

Qualifications

• A high school diploma or the equivalent (i.e. GED) and 0-2 years of experience, preferably in a communication center and/or financial institution.
• Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand.
• Individual must be comfortable being on camera at all times.
• Individual must be able to conduct company business via phone and digital platforms.
• Ability to read and interpret documents such as procedure manuals.
• Ability to prioritize and work efficiently in a fast pace environment.
• Proficiency with related computer applications, spreadsheets, word processing, and database applications.
• Must be bondable.
• Highly skilled in mult-tasking ability, accuracy and attention to detail.
• Thorough knowledge of deposit products and regulations.
• Ability to develop and maintain effective working relationships with co-workers.

Reporting Relationship

Reports to the Member Assistance Center Service Supervisor.

Equal Opportunity Employment Statement

GreenState Credit Union is an EEO/AA Employer. We strongly encourage all individuals to apply for openings with the credit union.