Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application interview or employment process please notify our Human Resources Team atoption 1 or email and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary

Job Description

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.

• Assist with dealersold products by answering questions facilitating refunds and claims or in any other support role as needed
• Partner with Indirect to maintain relationships with dealers
• Partner with Compliance to ensure our process meets evolving expectations
• Take ownership on all questions or concerns originating from internal and external customers (in person over the phone email etc.
• Exhibit outstanding communication skills while navigating accountability conversations with dealerships
• Act as a liaison between members and dealerships
• Act as a liaison between members and GAP providers when claims must be filed
• Gather and maintain current member and dealer information needed in vendor software
• Research information using systems available including but not limited to Symitar Image Retrieval Application Xtender ALPS Lending 360 and Allegro
• Document refund details in vendor software for audit retention
• Review dealerquoted refunds and handle exceptions as needed
• Post refunds to member accounts within regulated timeframes
• Reconcile product refund amounts requested vs. product reimbursement amounts received
• Work with dealerships their carriers and our indirect members to process indirect product cancellations and refunds.
• Uphold open communication with dealerships to resolve discrepancies in refund/reimbursement amounts
• Balance the refund GL to ensure no payments are missed
• Contact dealership for questions/clarifications as requested
• Create seamless painfree member experiences by advocating for members
• Notify members when refunds have posted and educate on how the refund was calculated
• Maintain KPI expectations for turnaround and processing times

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

5 years customer service experience with three of the five years being experience with indirect lending and or/lending products.

Education

High school diploma or equivalent 2 year college preferred.

Licenses Certifications Registrations

N/A

Managerial Responsibility

N/A

Computer/Office Equipment Skills

• Advanced skills with Microsoft Office Suite including Outlook Word PowerPoint and Excel
• Experience with Salesforce preferred

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 selfmotivate 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 nondefensive 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.
• Dealer/Vendor Focus: Builds and maintains positive and productive relationships with dealers and vendors works together to solve customer problems ensures commitments are met.

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)

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Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.