Mountain America Credit Union

Manager

• Supports the Lending Technology Manager in leading the administration, support, and optimization of lending technology and operational compliance platforms
• Ensures effective operation of systems by providing direct supervision and guidance to the team responsible for system maintenance and support
• Implements team development initiatives and drives strategic direction
• Monitors performance data and enforces service level agreements (SLA’s)
• Analyzes outcomes to set clear expectations
• Collaborates with cross-functional teams to implement technological solutions that align with business goals

Lending Technology Assistant Manager

Customer Support

• Answers member calls via phone providing accurate information and assistance in a timely manner.
• Customer Service: Assists members with customer service to resolve problems and enhance financial relationship with Mountain America.
• Sales: Uses the Mountain America Credit Union AAA sales model (Assess, Advise, Assist) to cross-sell credit union products and services to members over the phone, promoting a full-financial relationship with the credit union.
• Development: Maintains a thorough understanding of our credit union's products and services to effectively assess members’ needs and promote offerings.
• Compliance: Complies with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TIS) and other regulations as required by law as it relates to their position.

Customer Service, Sales Agent

Call Center Representative

• Assist in and manage the operations and staff of the call center both inbound and outbound calls
• Ensure quality service to the members and enhance their financial relationships with the credit union
• Coaches and trains call center agents regarding sales and servicing techniques
• Educates external members regarding products and services
• Uses AAA to excel in member experience while leveraging our Products and Services
• Supervises employees, including coaching and development, minor disciplinary actions, performance appraisals, goal setting, reward and recognition, career development
• Assists agents in resolving problem accounts / escalations
• Monitors agents calls and reviews key metrics daily, weekly and monthly ensuring both quality standards and all policy and procedures are met
• Assists in the budget and departmental planning sessions driving innovation / improvements across the department
• Performs audits to ensure compliance requirements are met
• Holds approval authority in making business decisions related to call center agents supervised.

Service Center Assistant Manager – Call Center

• Delivers extraordinary loan member experiences through the Service Center via online, mobile and phone channels.
• Receives inbound phone calls and follows up with members on submitted online/mobile loan applications in a timely manner while adhering to established service standards.
• Completes loans from start to finish, gathers, analyzes, verifies, and processes all necessary information provided by Mountain America members.
• Assesses, Advises and Assists member to recognize and meet additional member needs by providing quality service through loan servicing transactions and cross-selling products and services to help our members achieve their financial dreams.

Lending Technology Assistant Manager

Customer Service, Sales Agent

Service Center Assistant Manager – Call Center

Loan Officer – Call Center