Consumer Lending Support Agent

: Responsible for supporting our members and internal customers with all consumer lending product questions and concerns. Responsible for one call/touch resolutions, if someone reaches our department whether via call or email it is taken care of. Responsible for working with other teams, departments, vendors and outside carriers to ensure a positive member and internal customer experience.

LOCATION

Mountain America Center - Hybrid:

9800 S Monroe St Sandy, UT 84070

SCHEDULE

Full Time

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

• Exhibits outstanding customer service and problem solving skills to enhance each caller's financial relationship with Mountain America Credit Union.
• Takes ownership and provides one call/touch resolution on all questions or concerns originating from internal and external customers (in person, over the phone, via email, etc.)
• Responsible for being the liaison between vendors, carriers, administrators, agencies, and members/internal customers to resolve questions and concerns that arise
• Oversees technical support for users of MACU's lending systems including branch, service center, consumer lending, and indirect lending personnel.
• Oversees technical support for vendor's systems that play a role in our lending process.
• Researches problems using systems available including but not limited to Symitar, Image Retrieval, Application Xtender, Carrier Websites, ALPS, Allegro, Lending 360.
• Handle all ALPS, Allegro, and Lending 360 tickets
• Updates and keys in needed information into tracking/ticketing systems or data worksheets
• Works with dealerships, their carriers, and our indirect members to process indirect product cancellations and refunds.
• Processes, reviews, submits and facilitates all insurance cancellations, and transfers for various insurance products.
• Work as an advocate for our membership creating open and transparent communication through the entire insurance cancellation and transfer process. Working with carriers, administrators, vendors, agencies, and credit union employees to ensure a seamless and pain free experience with Mountain America's products from beginning to end.
• Responsible for handling detailed conversations with members and internal customers regarding consumer lending products including but not limited to cancellation processes, updates and payout break downs, coverage review and explanations, denial breakdown and review.
• Processes and post refunds for various consumer lending products
• Handles all refund exceptions and helps in balancing the refund accounts for consumer lending products
• Assists with managing and acting as liaison for insurance carrier's websites including managing users, setting up users, changing passwords and handling system issues.
• Partners with the Production and Implementation teams to support the rollout of new and enhanced products
• Services all consumer lending insurance products which includes but not limited to:
• Handling CPI questions, working with vendors to update insurance information to member's accounts, working with vendors to approve refunds, processing storage waivers/CPI cancellations, reviewing and explaining policy coverage information to members and internal customers, reviewing/verifying insurance that is sent in.
• Processing insurance related documentation from providers
• Assisting with quoting, pricing, placement, and updating insurance products
• Performs policy reviews and explains all requirements, limitations, exclusions, and surcharges.
• Assisting with initiating claims, cancellations, and transfers for insurance products.
• Approves goodwill claims up to Tier 1
• Negotiates customer service solutions for credit union employees, members, and vendors/partners in relation to all consumer lending products.
• Works on projects as an individual or as a team to enhance or improve processes, technology systems, department procedures, administrative functions and compliance initiatives as assigned.
• Creates, produces, analyzes and updates various reports and data tracking spread sheets as requested.
• Works with fellow employees to identify system problems and provide solutions
• Other duties as assigned

KNOWLEDGE, SKILLS, and ABILITIES

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

Experience

• Five years' experience in customer service (both in person and over the phone)
• Three years' experience with insurance products (including GAP, Warranty, Debt Cancellation, etc.)

Education

Bachelor's degree in business, finance or related field required. A minimum of five years' progressive experience in commercial banking/financial may be substituted in place of degree.

Licenses, Certificates, Registrations

n/a

Computer/Office Equipment Skills

• Advanced skills in Microsoft Office (Outlook, Word, PowerPoint and Excel) & Symitar
• Three years' experience with insurance software and products such as AP Portal/FocusNet and/or Unity etc.
• Five years' experience with lending software and products such as ALPs, DocuSign or Lending 360 and Allegro programs

Language Skills

Must have the ability to read, understand and carry out instructions in written and oral form. Must have excellent communication skills, and be able to work with multiple teams at multiple levels both inside and outside Mountain America Credit Union.

Other Skills and Abilities

• Customer Focus: Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, and solicits opinions and ideas from customers, both internal and external.
• Autonomy: Ability to act without the need for consistent direction from leadership; taking into consideration the effects on membership, vendors, partners and Mountain America when making decisions or finding solutions. Demonstrates the ability to self-motivate and hold themselves accountable to standards set for the team and department.
• Decision Making/Judgment: Ability to make prudent decisions that are timely, well researched, and reflect awareness of impact. Demonstrates understanding and commitment to our Motto, "We place members first."
• Adaptability: Effectively adjusts and responds appropriately to changes in job conditions, assignments, priorities and schedules. Shows flexibility and willingness to learn/ objective and non-defensive in response to criticism.
• Quality/Thoroughness: The level of ability to perform work assignments free from mistakes, errors, or negativity. Strives for the best end product. Goes beyond acceptable standards resulting in superior outcomes.
• Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
• Team Focus: Builds and maintains team member relationships. Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader and other team members to meet goals, welcomes newcomers and promotes a team atmosphere.

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) Color Vision (ability to identify and distinguish colors

Weight Lifted or Force Exerted

Ability to lift up to 25 pounds often and up to 50 pounds occasionally

Environmental

There are no unusual environmental factors (such as a typical office)

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.***

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