MAC Specialist I at GreenState Credit Union – North Liberty, Iowa

Overview

Serves as a key member of the Member Assistance Center by providing high quality service experiences to members through phone and digital interactions. This position will build relationships with members across various channels serviceable at a first-tier of support. The individual will process transactions in a professional, accurate and efficient manner.

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. Promotes and implements the values of the Member Assistance Center. The qualified candidate will be member focused, show excellence and accuracy in all work, demonstrate integrity, share one vision through teamwork, continually look for improvement, openly mentor others and respect others.
7. Assists 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.
8. Demonstrates excellence, integrity, teamwork and respect for others, in all their work.
9. Displays expertise in all GreenState Credit Union products and services and can effectively cross-sell other products.
10. Research and resolves complex member service issues with limited supervision.
11. Educates members on the use of digital or self-service platforms and provides technical support while utilizing those platforms.
12. Uses 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.
13. Supports the department through accurate and timely completion of processing related tasks, such as document processing or responding to internal requests.
14. Demonstrates a high degree of accuracy, attention to detail and multi-tasking ability.
15. Plays a vital role in enriching the community by participating in community service organizations and/or credit union sponsored events.
16. Contributes positively to the strategic objectives and culture of the department.
17. Educates members on all Credit Union products and services.
18. Meets or exceeds established department and individual goals as identified by departmental leadership.
19. All other duties as assigned.

Qualifications

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