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Member Service Associate

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Description

Service Associates are to assist Mountain America Investment Services Wealth Advisors by answering calls, scheduling appointments, task management, paperwork processing, member interactions management, and third-party call interactions. A service associate may also assist with outbound follow up calls, chats, emails, texts, and fax requests. Services provided by an associate should be timely and accurate to strengthen the financial relationships of our membership. Service Associates must maintain a working knowledge of Mountain America Investment Services products, processes, regulations, and services. Associates should be able to effectively communicate with callers, employees, and third parties for servicing and/or education on existing investment relationships.

LOCATION

*This position can be considered for the following locations with a potential hybrid schedule after 3 months, depending on performance.

Tanner Building

7167 S Center Park Drive
West Jordan, UT 84084

OR

St George 3050 E Branch

883 N 3050 East
St George, UT 84790

SCHEDULE

Monday- Friday 9:00am-6:00pm

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

  • Provides quality service to credit union members, support teams, and third parties to resolve investment questions and enhance financial relationships with Mountain America members
  • Performs tasks for advisors and members in a timely manner tasks may include but are not limited to:
    • Move Money requests, check processing, check transfer requests, death distribution requests, periodic distributions, check processing, account opening and closing, funds liquidation, RMD requests, QCD distributions, trade management, scheduling appointments, communications to third parties, voicemail, and inbox management
  • Performs investment operations solutions working with our Broker Dealer
  • Ability to adhere to and comply with FINRA, SEC and Broker Dealer regulations
  • Resolves, investigates, and notifies individuals of notifications that need to be completed in a timely manner
  • Completes compliance reports and review Monthly, Quarterly, and Annually to ensure compliance with MACU and our Broker Dealer.
  • Assist with advisor calendar management and appointment scheduling including but not limited to booking, changing, canceling, confirming appointments
  • Works with Broker Dealer to complete investment trades with members on the phone or at the request of the advisor
  • Record all interactions and resolution efforts in the CRM (Customer Relationship Management) program
  • Provides support and servicing for investment inquiries
  • Works closely with deposit operations concerning IRAs, Trusts, POAs, RMDs, and other retirement documents and accounts
  • Assists advisors in processing paperwork to ensure in-good order status to create a seamless member experience
  • Maintains a detailed knowledge of Investment products, processes, and current promotions through ongoing training, department updates, Knowledge Center instructions, and credit union and broker/dealer communications
  • Educates callers on Mountain America Investment Services processes and regulations, as it pertains to individual requests
  • Follows all company policy and procedures of the credit union and the broker/dealer builds and maintains a cooperative working relationship with personnel from branches, Service Center, and other support teams to assist with servicing questions or concerns
  • Performs other duties as assigned.

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

Experience

Minimum of 1 year working in a related financial experience or accepted into an accredited business or related university program

Minimum of 1 year in customer service

Minimum of 1 year working in investments (PREFFERRED)

Education

Bachelor's degree in business, finance or related field from an accredited institution (education will be verified) OR accepted into an accredited business program at a university or accredited educational institution with expected graduation 18 months or less from start date of employment.

Licenses, Certificates, Registrations

  • SIE (Securities Industry Essentials), Life Insurance, Series 7, and Series 66 preferred and encouraged, willing to sponsor after 3 months of employment and satisfactory performance.

Computer/Office Equipment Skills

  • Advanced computer operating skills
  • Advanced communication skills
  • Advanced skills in Microsoft Office (Outlook, Word, Excel, Teams, OneNote)

Managerial Responsibility

Has no supervisory/managerial responsibilities

Other Skills and Abilities

  • Critical thinking, creative problem solving, and conflict resolution
  • Attention to detail-oriented tasks
  • Identify and implement actionable steps to resolve problems
  • Ability to carry out job duties both in-person and virtually (depending on business needs)
  • Must have the ability to speak and write in English
  • Adaptive to change, responds positively to altered circumstances or conditions
  • Possess a desire and willingness to learn and continually update knowledge base on investment concepts and processes

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)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds consistently and up to 25 pounds occasionally

Environmental

There are no unusual environmental factors

Noise Environment

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

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