Customer Service and Sales Agent (Remote Service Center)

Mountain America Credit Union is a member-focused financial institution. The Customer Service and Sales Agent helps members identify financial needs, recommends products and services, resolves problems, and builds relationships in a remote contact center. The role also requires clear communication, consultative sales, performance accountability, and compliance with applicable banking regulations.

Responsibilities:

• Proactively identify member needs through meaningful conversations and recommend products and services that improve financial well-being on every call. Utilize Mountain America's AAA sales model (Assess, Advise, Assist) to create personalized solutions, deepen member relationships, achieve performance goals, and deliver exceptional member experiences
• Build trust through clear, professional, and empathetic communication. Actively listen, ask thoughtful questions, explain complex information in an easy-to-understand manner, and create positive member experiences during every interaction
• 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

Requirements:

• Ownership and accountability for performance results
• Comfortable working toward quality, service, and sales goals
• Ability to build trust and long-term member relationships
• Openness to coaching and continuous improvement
• Adaptability in a fast-paced, changing environment
• A history of growth, increased responsibility, or strong individual performance
• We are only able to move forward with candidates who reside in the following states:

• Utah

• Nevada

• Idaho

• Montana

• Arizona

• Tuesday - Friday 11:30 am - 8:00 pm & Saturday 8:00 am - 4:30 pm
• Virtual training schedule:Mon-Fri, 9am-5:30pm MST for the first 8 weeks; 4 weeks training and 4 weeks of POD. After training is completed, your assigned shift schedules will begin
• High school diploma or GED required
• Specific criteria must be met to work from home: Internet Download Speed 50 Megabytes and Upload Speed 10 Megabytes, 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
• 6-12 months of customer service, sales, retail sales, or call centers are preferred