Your Responsibilities 

Answers member calls via phone providing accurate information and assistance in a timely manner.  

• Customer Service: Assists members with customer service to resolve problems and enhance financial relationship with Mountain America. Call types include but are not limited to account verification, account maintenance, checking and savings, basic fraud resolution (disputes and affidavits), referrals, money transfer options, and deposits.   

• Sales: Uses the Mountain America Credit Union AAA sales model (Assess, Advise, Assist) to cross-sell credit union products and services to members over the phone, promoting a full-financial relationship with the credit union. The AAA model drives our mission and vision at Mountain America, ensuring exceptional member experiences and helping them achieve their financial dreams.  

• Development: Maintains a thorough understanding of our credit union's products and services to effectively assess members’ needs and promote offerings.  

• Compliance: Complies with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TIS) and other regulations as required by law as it relates to their position.  

What we’re looking for 

• Bi-lingual English/Spanish Speaking preferred but not required

• Requires 6 to 12 months of customer service experience; financial service, sales or call center experience.    

• High school graduate or GED 

• Ability to use a laptop, headset and multiple monitors (equipment will be provided).  

• Developed computer operating skills. Intermediate skills in Microsoft Office (Outlook, Word, Excel) 

• Type a minimum of 35 words per minute, and 10-Key experience preferred. 

Please Note: We are only able to move forward with candidates who reside in the following states: 

• Utah

• Nevada 

• Idaho 

• Montana 

• Arizona 

SHIFTS AVAILABLE:  

Work schedules are determined based on business needs and the current available are listed below:

• Tuesday - Friday 11:00 a.m. - 8:00 p.m.; Saturday 8:00 a.m. - 4:30 p.m. (60 minute lunch) Mountain Time
• Tuesday - Friday 11:30 a.m. - 8:00 p.m.; Saturday 8:00 a.m. - 4:30 p.m. (30 minute lunch) Mountain Time
• Monday - Thursday 11:00 a.m. - 8:00 p.m.; Sunday 8:00 a.m. - 4:30 p.m. (60 minute lunch) Mountain Time
• Monday - Thursday 11:30 a.m. - 8:00 p.m.; Sunday 8:00 a.m. - 4:30 p.m. (30 minute lunch) Mountain Time

NOTE: All shift options are scheduled at Mountain Time, shifts will vary to your time zone (Example: If you are Pacific Time shifts are 1 hour behind; if you are Central Time shifts are 1 hour ahead etc.  

Training 

• Virtual training schedule: Mon-Fri, 9am-5:30pm MST for 6 weeks 

After training is completed, assigned shift schedules begin.   

We are committed to taking care of all our employees  

• Competitive Pay starting at $18.25, higher starting wage based on experience 

• Competitive Sales Incentive program 

• Position is 100% remote (working from home) 

• Built in career advancement: Agents are advanced to Agent II after five months upon meeting Agent I proficiency standards  

• Consistent performance reviews with opportunities to increase compensation 

• Excellent medical and dental benefits with minimal employee contribution 

• Paid time off, volunteer time off, and paid holidays 

• Matching 401K 

• Tuition assistance 

• Professional development 

Our Culture 

What we do (our Mission) has been and continues to be driven by our unique, member-first culture.  Why we do it (our Vision) is to help our members define and achieve their financial dreams.  We offer a friendly, comfortable, and inclusive work environment, fun employee activities, and exciting events to ensure no day is dull. 

Making a difference 

Mountain America has a strong commitment to the communities where our members live, work and play, and this has been a hallmark of our organization throughout our 85-year history.  Through the support of hundreds of non-profit organizations and significant financial literacy efforts in schools, Mountain America continually brings untold value into dozens of communities, positively affecting thousands of lives. 

IMPORTANT INFORMATION 

• Specific criteria must be met to work from home: 

• Tech Requirements: Internet Download Speed 50 Megabytes and Upload Speed 10 Megabytes, a fiber, cable, or high-speed DSL internet service is required for your internet connection. Please note, dial up, satellite and fixed wireless internet service providers are not adequate to support work from home use. 

• Must be able to connect directly via ethernet cable to main internet modem  

• Must have a Home Office free of distractions, noise, with a closing door. 

• Candidates who advance in the selection process may be required to complete job‑related assessments, including an evaluation of bilingual language proficiency. All assessments are administered consistently and are directly related to the requirements of the position.