MAC Representative I

About the Role

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.

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

This position is eligible for a hybrid work schedule at our Financial Center located in North Liberty, IA or our Clive, IA location, with team members working three days onsite and two days remotely.

Key Responsibilities

• Adheres to the Credit Union's core values and Service Standards.
• Demonstrates a positive member service (internal and external) focus.
• Demonstrates teamwork in all interactions.
• Ensures confidentiality of member information.
• Supports a diverse and inclusive work environment.
• Demonstrates and supports the values of the Member Assistance Center (MAC).
• Assist members and potential members via phone, email, online chat, ITM, and digital messaging platforms by:
• Answering basic questions about GreenState products and services.
• Completing routine transactions following established procedures.
• Identifying member needs and providing appropriate basic information.
• Ensure timely follow-up on tickets.
• Escalate non-routine, complex, or out-of-guideline issues to appropriate team members.
• Follow established processes and procedures.
• Use internal systems to verify member identity and complete transactions.
• Provide basic guidance to members on digital and self-service tools.
• Complete assigned processing tasks with accuracy and timeliness.
• Maintain attention to detail while performing routine, repetitive tasks.
• Identify sales opportunities while building member relationships.
• Meet established individual and team performance expectations.
• Demonstrate professionalism, teamwork, and respect.
• Participate in training and development activities.
• Support team operations and departmental needs.
• Complete other duties as assigned.

Qualifications

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