Provide exceptional member service in response to member needs and requests.

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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.

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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._

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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Knowledge and Skills*

• Experience:
• Minimum one year similar or related experience.

• Education / Training:
• High school diploma or general education degree (GED).

• Job Requirements:
• Knowledge of credit union products and services
• Welcoming and helpful demeanor
• Must possess professional verbal communication skills
• Must have the ability to communicate effective with a diverse member base
• Must be able to work well in a high call volume, high stress work environment
• Work involves extensive telephone contact with members

• 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.

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Working Conditions*
Exposure to potential hazardous conditions-robbery. Employees are to receive detailed instructions and procedures to be followed to minimize risk.

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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._

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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._*

Job Type: Full-time

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