Account Research and Processing Specialist (In Office)

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 [email protected] and every reasonable effort will be made to accommodate your needs in a timely manner.

Job SummaryThe Account Research and Processing Specialist plays a critical role in supporting member services and operational efficiency by performing detailed account research, document processing, and communication tasks. This position requires a high level of accuracy, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

Job Description

LOCATION:

Fully In Office

Mountain America Center

9800 South Monroe Street

Sandy, UT 84070

SCHEDULE:

Full Time

To be effective, an individual must be able to perform each job duty successfully.

• Proficient knowledge in operations support to follow up with members by making outbound calls directly to members ensuring an exceptional member experience by assessing, advising and assisting the needs of members inquiry.
• Gathers missing information, send notifications of completion, advise of timelines, and offer further assistance.
• Subject matter expert and proficiency in 3rd party vendor systems (e.g. Catalyst, CST, Prime link, Member Connect, CRM, DocuSign, Visa DPS) while demonstrating accuracy and identifying errors.
• Initiate and complete DocuSign processes for various member and internal requests
• Prepare and send checks via overnight and regular mail.
• Scan, index, and upload documents to member records, including check copies and loan-related documentation.
• Upload documents required for loan processing and membership verification.
• Fulfill member and internal research requests including statements, transaction histories, check copies, and in-depth account investigations.
• Prepare documentation for membership verification, loan applications, and title processing.
• Verify deposits and process changes submitted by the Service Center.
  Handle exceptions related to check ordering and ensure accurate resolution
• Respond to member follow-up requests ranging from basic inquiries to complex process-related questions.
• Provide clear, professional, and timely communication to ensure member satisfaction and understanding.
• Resolve member issues by investigating discrepancies, coordinating with relevant departments, and ensuring timely resolution.
• Act as a point of escalation for complex member concerns, providing expert guidance and follow-through.
• Develop proficiency in emerging financial technologies and digital platforms to enhance operational efficiency.
• Contribute to process automation initiatives and system upgrades to streamline account research and document handling.
• Participate in cross-functional training to support broader operational needs and ensure business continuity.
• Stay informed on regulatory changes and compliance requirements to maintain accuracy and integrity in account processing.

Other Duties as assigned

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

Experience

• Knowledge of the financial industry is preferred
• Bi-lingual Spanish skills preferred

Education

High School diploma or equivalent

Licenses, Certifications, Registrations

• N/A

Managerial Responsibility

Has no supervisory or direct report responsibility

Takes ownership for personal learning and development

Computer/Office Equipment Skills

• A successful candidate will have proficient skills in Microsoft Office Suite and applicable software pertinent to job duties. Additionally they will have a capable understanding of computer and keyboarding skills with an ability to type 35 words per minute.

Language Skills

• Must have the ability to read, write, understand and carry out instructions in written and oral form.
• Professional phone etiquette when communicating with internal teams and members, including courteous tone active listening, and clear, professional language.

Other Skills and Abilities

• Exercises independent judgment within defined parameters
• Follows established guidelines
• Provides basic support to the Account Operations and Member Service teams
• Applies basic foundation of principles, theories and concepts to assignments of limited scope
• Acquires foundational knowledge of core systems and operational processes and applies methods or procedures
• Fundamental knowledge of Research and Processing
• Problem-solving skills
• Strong attention to detail and organizational skills
• Ability to manage multiple tasks and meet deadlines
• Proficiency with document management systems and digital tools
• Experience in financial services or operations support preferred

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

 Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently. Ability to stand, walk, kneel and crouch occasionally.

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 50 pounds occasionally

Environmental

There are no unusual environmental factors

Noise Environment

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

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