[Hiring] Account Resolution Specialist @Mountain America Credit Union

Role Description

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. This position provides quality service across multiple communication channels to enhance our members’ financial relationships with the credit union.

• 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.
• Assists coworkers with their problems while educating/training them 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 many additional tasks including management approvals for SC and Branches and utilizing judgment 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.

Qualifications

• 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.

Requirements

• Basic computer operating skills.
• Advanced skills in Microsoft Office (Outlook, Word, Excel).
• Good knowledge and confidence in working with Symitar.
• Type a minimum of 35 words per minute.
• 10-Key experience.

Benefits

• Not specified in the provided job description.

Physical Abilities / Working Conditions

• Ability to talk on the phone, hear, sit, use hands to handle or feel and reach with hands and arms consistently.
• Close vision (clear vision at 20 inches or less).
• Distance vision (clear vision at 20 feet or more).
• Ability to lift up to 10 pounds consistently and up to 25 pounds occasionally.
• No unusually environmental factors.
• Moderate noise (business office with computers and printers, light traffic).