MAC Representative I

Overview

The MAC Representative I provides support within the Member Assistance Center (MAC) by assisting members through all contact center channels. This role performs routine transactions and responds to basic inquiries while learning Credit Union products, services, and processes.

GREENSTATE CULTURE:

At GreenState, our purpose is to create lasting value for our members, our communities, and one another. We empower our teams to create opportunities that strengthen financial well-being, transform lives, and enhance the vitality of the communities we serve. We know our success—now and in the future—is deeply rooted in fostering an engaging, diverse, and inclusive workplace where everyone knows they matter, their work makes an impact, and their everyday commitment to living our values is what brings our mission to life.  

Pay range for this hourly position is $23.61 - $27.60/hr with a progressive benefits package. 

Responsibilities

Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed and are subject to change:

1. Adheres to the Credit Union's core values and Service Standards in conducting GreenState's mission and vision.
2. Demonstrates a positive member service (internal and external) focus at all times.
3. Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
4. Ensures confidentiality of member information.
5. Supports a diverse and inclusive work environment.
6. Demonstrate and support the values of the Member Assistance Center (MAC) through daily interactions.
7. Assist members and potential members via phone, email, online chat, ITM, and digital messaging platforms by:
8. Answering basic questions about GreenState products and services
9. Completing routine transactions following established procedures
10. Identifying member needs and providing appropriate basic information
11. Ensure timely follow up on tickets
12. Escalate non-routine, complex, or out-of-guideline issues to appropriate team members.
13. Follow established processes and procedures to ensure accuracy and compliance.
14. Use internal systems to verify member identity and complete transactions.
15. Provide basic guidance to members on digital and self-service tools.
16. Complete assigned processing tasks such as document handling or internal requests with accuracy and timeliness.
17. Maintain attention to detail while performing routine, repetitive tasks.
18. Identify sales opportunities while building member relationships
19. Meet established individual and team performance expectations.
20. Demonstrate professionalism, teamwork, and respect in all interactions.
21. Participate in training and development activities to build knowledge and skills.
22. Support team operations and departmental needs as assigned.
23. Complete other duties as assigned.

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Requirements

• <br /><b>Qualifications</b><br /><br /><ol><li>High School Diploma or GED</li><li>0-2 years of relevant experience, preferably in a communication center and/or financial institution.</li><li>Basic knowledge of deposit products and regulations or ability to learn quickly.</li><li>Strong verbal and written communication skills appropriate for member interactions across phone and digital channels.</li><li>Ability to navigate multiple communication platforms (phone, chat, email, video) and internal systems.</li><li>Demonstrates ability to multitask, prioritize, and work efficiently in a fast-paced environment.</li><li>Basic to intermediate proficiency with computer applications (e.g., word processing, spreadsheets, and database systems).</li><li>Demonstrates attention to detail and accuracy when performing routine tasks.</li><li>Customer-focused with the ability to identify basic needs and provide appropriate information.</li><li>Demonstrates reliability, including consistent attendance and punctuality, and flexibility to meet business needs.</li><li>Comfortable being on camera and conducting business via video and digital platforms.</li><li>Ability to develop and maintain effective working relationships with team members.</li><li>Must be bondable.</li></ol>