[Remote] Customer Service & Sales Agent

Note: The job is a remote job and is open to candidates in USA. Mountain America Credit Union is seeking a Customer Service & Sales Agent to provide exceptional service to members in a remote environment. The role involves answering calls, resolving issues, and promoting financial solutions while adhering to compliance regulations.

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

Skills

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

Benefits

• 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

Company Overview