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Job SummaryThe 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 DescriptionLOCATION:
Remote in MACU Footprint
SCHEDULE:
Mon-Fri 9-6 rotating Saturdays 8-4:30 and rotating week long closing shift 11-8
- 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.
Skills Required
- 3-5 years of customer service or related experience
- At least 6 months Service Help Desk experience or 18 months MACU experience
- High school diploma
- Meet all expectations of an Agent 3
- Basic computer operating skills
- Advanced Microsoft Office skills (Outlook, Word, Excel)
- Good knowledge and confidence working with Symitar
- Typing minimum 35 words per minute
- 10-Key experience
- Ability to work in a multi-channel (phone, chat, email) environment
Mountain America Credit Union Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Mountain America Credit Union and has not been reviewed or approved by Mountain America Credit Union.
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Healthcare Strength — Company materials indicate substantial employer-paid medical coverage with multiple plan options plus HSA/FSA access. Dental and vision are offered at low employee cost, and income-protection benefits like disability and life insurance are included.
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Retirement Support — A 401(k) with company match is available immediately upon enrollment. Feedback suggests retirement benefits are a dependable cornerstone of the package.
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Leave & Time Off Breadth — The program includes numerous paid holidays and PTO that increases with tenure for both full- and part-time staff. Feedback suggests vacation and holiday benefits are a relative strong point.
Mountain America Credit Union Insights
What We Do
It may be our story, but it's all about you. Mountain America Credit Union first opened its doors in the 1930s with a commitment to guiding our members to achieve their financial dreams. Today, our essence—guidance—remains the focal point of our identity. It’s a purpose-driven identity to ensure that everything we do moves you safely along your journey. Call it a path, a trail, or simply a way through. Sometimes it's arrow straight. Other times it has unexpected twists and turns that require knowledge of the road ahead. From wherever you are to where you see yourself going, there is a clear way forward. It's life's financial journey, and we're here to guide you every step of the way. As your financial partner, we'll help outfit you with the tools for the journey ahead—like convenient, flexible products and services designed around how you really live, as well as sound, timely advice to help steer you around any obstacles. This is your journey. Let's begin together, right here. Equal Housing Lender. Insured by NCUA.
