Account Resolution Specialist

Mountain America Credit Union

1d•Remote

About The Position

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. Mountain America Credit Union is one of the foremost financial institutions in the country, with more than 95 branches located in 5 states (Utah, Idaho, Nevada, Montana, and Arizona). We believe that a healthy balance between work, home life, and play is essential to our team members and our success. We offer a friendly, comfortable and inclusive work environment, fun employee activities and exciting charity events to ensure that no day is dull at Mountain America. Our purpose is to help members enjoy a good life by providing them a positive incentive to save and manage their finances. We also give members easy access to their accounts and allow them to control their funds in a variety of ways, including ATMs, online home banking, mobile banking, direct deposit, automatic payment options and access through a large branch network. When making decisions, we always put members' needs first. It's just the way we do business and a part of the "people helping people" philosophy of credit unions.

Requirements

3-5 years of customer service or related experience
At least 6 months of Service Help Desk experience or 18 months of MACU experience
High school diploma
Must meet all expectations of an Agent 3
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
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

Responsibilities

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.
Performs 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.