Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email macurecruiting@macu.com and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary

The Account Resolution Specialist supports internal customers (Service Center Agents, Branches, Corporate Departments) by answering questions and resolving issues regarding MACU systems, ITC, TCR, DPC, DPS and Symitar. In addition, the Account Support Manager receives and responds to all escalated member calls from the Service Center, Branches, LSI, Collections, and other member-related corporate departments. This position provides quality service across multiple communication channels to enhance our members’ financial relationships with the credit union.

Job Description

LOCATION:

Remote in MACU Footprint

SCHEDULE:

11:30am - 8pm Mon-Friday with rotating Saturdays 8am - 4:30pm

• Receives and responds to all escalated member calls from Service Center, Branches, LSI and other member related corporate departments. 
• Receives and responds to executive level escalations to provide quality service and resolve any problems that may arise. 
• Assists the Accounting Department with TCR, Primelink and ITC calls. 
• Assist coworkers with their problems while educating/training then to drive self-sufficiency.
• Assists the Service Center Help Desk with calls from Service Center, Branches, and other member related corporate departments.
• Provides management level override approval for member transactions. 
• Develops and maintains a working relationship with departments and branches to help front internal calls.
• Provides service center management and the Service Center QA team with immediate feedback to improve processes.
• Acts as a resource to the Service Center and branches in the absence of management. 
• Trains and coaches Service Center new hires.
• Mentors and trains new help desk agents
• Researches submitted tickets using member information to find answers and resolutions for our members.      
• Asked to perform many additional tasks including but not limited to: Management approvals for SC and Branches and utilizing judgement and responsibility in fulfilling member’s needs using the credit union policies and the hierarchy of decision- making. 
• Complies with all internal (MACU) guidelines as well as all external (Federal) regulations. 
• Represents the credit union in a professional manner, in both dress and actions. 
• Performs other duties as assigned.

Experience
3-5 years of customer service or related experience and at least 6 months of Service Help Desk experience or 18 months of MACU experience

Education
High school diploma

Licenses, Certificates, Registrations
Must meet all expectations of an Agent 3

Computer/Office Equipment Skills

Basic computer operating skills. Advanced skills in Microsoft Office (Outlook, Word, Excel) Must have a good knowledge and confidence in working with Symitar. Type a minimum of 35 words per minute. 10-Key experience.

Managerial Responsibility

Have no supervisory/managerial responsibilities

Other Skills, Knowledge, and Abilities

Ability to work in a multi-channel (phone, chat, email) environment.
Ability to deliver exceptional member experiences in the most difficult situations.
Ability to show effective decision-making skills and recognize the appropriate action needed when reviewing higher risk situations. 
Ability to work with many business partners in troubleshooting complex situations.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to talk on the phone, hear, sit, use hands to handle or feel and reach with hands and arms consistently

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance Vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds consistently and up to 25 pounds occasionally

Environmental

There are no unusually environmental factors

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.