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 at 801-366-6947 option 1 or email macurecruiting@macu.com and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary

Responsible for supporting our members and internal customers with all consumer lending product questions and concerns. Responsible for one call/touch resolutions, if someone reaches our department whether via call or email it is taken care of. Responsible for working with other teams, departments, vendors and outside carriers to ensure a positive member and internal customer experience.

Job Description

LOCATION

Mountain America Center - Hybrid Remote

9800 S Monroe St
Sandy, UT 84070

SCHEDULE

Mon-Fri 9-6 with potential Rotating Saturdays.

To be effective, an individual must be able to perform each job duty successfully.

• Exhibits outstanding customer service and problem solving skills to enhance each caller’s financial relationship with Mountain America Credit Union.
• Takes ownership and provides one call/touch resolution on all questions or concerns originating from internal and external customers (in person, over the phone, via email, etc.)
• Responsible for being the liaison between vendors, carriers, administrators, agencies, and members/internal customers to resolve questions and concerns that arise
• Updates and keys in needed information into tracking/ticketing systems or data worksheets
• Processes, reviews, submits and facilitates all insurance cancellations, and transfers for various insurance products.
• Work as an advocate for our membership creating open and transparent communication through the entire insurance cancellation and transfer process.  Working with carriers, administrators, vendors, agencies, and credit union employees to ensure a seamless and pain free experience with Mountain America’s products from beginning to end.
• Responsible for handling detailed conversations with members and internal customers regarding consumer lending products including but not limited to cancellation processes, updates and payout break downs, coverage review and explanations, denial breakdown and review.
• Processes and post refunds for various consumer lending products
• Handles all refund exceptions and helps in balancing the refund accounts for consumer lending products
• Assists with managing and acting as liaison for insurance carrier’s websites including managing users, setting up users, changing passwords and handling system issues.
• Partners with the Production and Implementation teams to support the rollout of new and enhanced products
• Services all consumer lending insurance products which includes but not limited to:
• Handling CPI questions, working with vendors to update insurance information to member’s accounts, working with vendors to approve refunds, processing storage waivers/CPI cancellations, reviewing and explaining policy coverage information to members and internal customers, reviewing/verifying insurance that is sent in.
• Processing insurance related documentation from providers
• Assisting with quoting, pricing, placement, and updating insurance products
• Performs policy reviews and explains all requirements, limitations, exclusions, and surcharges.
• Assisting with initiating claims, cancellations, and transfers for insurance products.
• Approves goodwill claims up to Tier 1
• Negotiates customer service solutions for credit union employees, members, and vendors/partners in relation to all consumer lending products.
• Works on projects as an individual or as a team to enhance or improve processes, technology systems, department procedures, administrative functions and compliance initiatives as assigned.
• Creates, produces, analyzes and updates various reports and data tracking spread sheets as requested.
• Works with fellow employees to identify system problems and provide solutions
• Other duties as assigned

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

• Five years’ experience in customer service (both in person and over the phone) with three of the five years’  being experience with insuranc