FT Member Service Representative (Spanish Preferred)

Mountain America Credit Union; West Valley City (UT); On-site; USD 35,000 - 48,000; Full time

Job summary

Mountain America Credit Union is seeking a customer-focused team member in West Valley City, UT. The role involves delivering exceptional member service, advising on financial products, and helping members achieve their financial goals.

Responsibilities include cross-selling, handling teller tasks, and supporting branch operations while maintaining accuracy and compliance with policies. Local travel may be required.

Qualifications

• Six months of customer service experience minimum.
• Industry experience preferred.
• High school diploma or equivalent is required.

Responsibilities

• Provide exceptional member service by assessing needs and advising on MACU products and services.
• Cross-sell products and services to meet member needs.
• Assist in branch operations and cash handling with accuracy and efficiency.
• Resolve member issues promptly and follow up to ensure satisfaction.

Skills

Customer service

Cross-selling

Communication

Education

High school diploma or equivalent

Tools

Microsoft Office

Outlook

Excel

Job description

Job Summary

At Mountain America, we create exceptional service experiences with every member, every time. We provide life changing value by genuinely caring about each member, expertly applying our sales philosophy (AAA) and helping our members define and achieve their financial dreams. Our work results in members who champion Mountain America.

Job Description

Schedule

Full Time; Monday - Friday 8:40am - 6:15pm; Saturdays 8:40am - 2:15pm *Day off during the week when a Saturday is worked*

Location

2531 Redwood Road West Valley

Member Focus

• Provides exceptional member service to credit union membership by assessing member needs, advising to meet their needs, and assisting in those transactions, which could include opening new accounts, servicing existing accounts, and explaining our products and services that best suit our member's needs and accomplish the credit union objectives.
• Recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, technology and cross-sells products and services as needs arise through a consultation approach
• Consistent focus on increasing member satisfaction and account retention
• Expected to meet sales and service goals
• Uses lead lists to make outbound efforts to call existing membership to provide additional consultation on MACU products and services
• Resolves problems by clarifying member complaints, determining the cause of the problem, providing the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Follows up with member interactions with thank you notes and phone calls using the MACU New Member Onboarding approach

Branch Operations

• Maintains cash drawer
• Initiates wire transfers, cashiers checks, and cash advances
• Creates VISA cards
• Opens and processes IRA transactions, certificates of deposit, and redeem savings bonds
• Uses judgement to place appropriate check holds and issue fee reversals
• Assist fraud victims by processing fraud disputes
• Accurately and efficiently processes transactions in accordance with established policies and procedures
• Assists in the opening and closing procedures of the branch
• Responsible for Branch Security which includes vault combinations, security codes, and member information.

Other Responsibilities

• Represents the credit union in a professional manner, both in dress and in actions
• Keeps work area neat and clean
• Responds to email/voicemail/missed calls/other communication in a timely manner
• Actively participates and completes product knowledge courses
• Travel may be required
• Complies with all regulations as required by law
• Performs other duties as assigned

KNOWLEDGE, SKILLS, and ABILITIES

Experience

At least six months of customer service experience.

Industry experience preferred.

Education

High school diploma or equivalent

Licenses, Certificates, Registrations, Trainings

A valid driver's license is required

To be completed during the first 90 days

• MSR onboarding through the following: Branch Foundations
• Teller Branch Checklist
• Products & Services
• Teller Follow-up Training

Computer/Office Equipment Skills

• Proficient computer operating skills
• Understanding of Microsoft Office Suite (Outlook, Word, Excel)

Managerial Responsibility

No supervisory/managerial responsibilities

Other Skills and Abilities

• Thorough knowledge of credit union policies, procedures and regulations
• Ability to identify lending opportunities and make recommendations.
• Ability to cross-sell financial services of the credit union to create exceptional member service
• Ability to perform financial calculations
• Ability to communicate effectively and persuasively using written and verbal communication

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 unusually environmental factors

Noise Environment

• Moderate noise (business office with computers and printers, li