Member Service & Sales (Teller)

If you need assistance with the application process, contact our Human Resources Team at 888-366-6947 option 1 or email macurecruiting@macu.com for reasonable accommodations.

About the role

At Mountain America, we create exceptional service experiences with every member, every time. We provide life-changing value by genuinely caring about each member, expertly applying our sales philosophy (AAA), and helping our members define and achieve their financial dreams. Our work results in members who champion Mountain America.

Schedule

• Full Time
• Monday – Friday 8:40am – 6:15pm

Location

1047 S Main St, Moab, UT 84532

Pay

• Starting competitive pay of $19.50 per hour or more (can increase depending on experience, plus incentives)
• Performance reviews with opportunities to increase compensation

Benefits

• Excellent medical and dental benefits with minimal employee contribution (full-time employees)
• Paid time off, volunteer time off, and paid holidays
• Matching 401K
• Tuition assistance
• Professional development

Responsibilities

Member Focus

• Provides exceptional member service by assessing member needs, advising to meet those needs, and assisting in transactions, including opening new accounts, servicing existing accounts, and explaining products and services that best suit members’ needs.
• Recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, and technology, and cross-sells products and services as needs arise through a consultation approach.
• Consistent focus on increasing member satisfaction and account retention.
• Expected to meet sales and service goals.
• Uses lead lists to make outbound calls to existing members to provide additional consultation on MACU products and services.
• Resolves problems by clarifying member complaints, determining the cause, providing the best solution, expediting corrections, and following up to ensure resolution.
• Follows up with member interactions using thank-you notes and phone calls via the MACU New Member Onboarding approach.

Branch Operations

• Maintains cash drawer.
• Initiates wire transfers, cashier’s checks, and cash advances.
• Creates VISA cards.
• Opens and processes IRA transactions, certificates of deposit, and redeems savings bonds.
• Uses judgment to place appropriate check holds and issue fee reversals.
• Assists fraud victims by processing fraud disputes.
• Accurately and efficiently processes transactions in accordance with established policies and procedures.
• Assists in the opening and closing procedures of the branch.
• Responsible for Branch Security, including vault combinations, security codes, and member information.

Other Responsibilities

• Represents the credit union in a professional manner, both in dress and actions.
• Keeps work area neat and clean.
• Responds to email, voicemail, missed calls, and other communications in a timely manner.
• Actively participates in and completes product knowledge courses.
• Travel may be required.
• Complies with all regulations as required by law.
• Performs other duties as assigned.

Requirements

• At least six months of customer service experience.
• Industry experience preferred.
• High school diploma or equivalent.
• Valid driver’s license.

Skills

• Proficient computer operating skills.
• Understanding of Microsoft Office Suite (Outlook, Word, Excel).
• Thorough knowledge of credit union policies, procedures, and regulations.
• Ability to identify lending opportunities and make recommendations.
• Ability to cross-sell financial services to create exceptional member service.
• Ability to perform financial calculations.
• Ability to communicate effectively and persuasively using written and verbal communication.

Qualifications to be completed during the first 90 days

• MSR onboarding through the following:
  • Branch Foundations
  • Teller Branch Checklist
  • Products & Services
  • Teller Follow-up Training

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.
• 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 50 pounds occasionally.

Environmental

• Moderate noise (business office with computers and printers, light traffic).