Description
Responsible for supporting our members and internal customers with all consumer lending products. Responsible for one call/touch resolutions, if someone reaches our department whether via call or email it is taken care of. Responsible for creating a seamless and pain free experience with all consumer lending products from beginning to end Responsible for working with other teams, departments, vendors and outside carriers to ensure a positive member and internal customer experience.
LOCATION
Mountain America Center - Hybrid
9800 S Monroe St
Sandy, UT 84070
* Currently offering a flexible remote schedule with some in office requirements ( team building/development ). Each team member will be assigned a specific week to come in and help with mail as well.
SCHEDULE
Full Time: Monday- Friday; 9:00am-6:00pm; Possible Saturdays (currently not required but may be reviewed in the future)
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
- Partners with the Production and Implementation teams to support the rollout of new and enhanced products
- Cross trained and able to assist with all support team responsibilities and duties as needed.
- Approves goodwill claims up to Tier 1
- Negotiates customer service solutions for credit union employees and members in relation to all consumer lending products.
- Extensively researches problems using systems available including but not limited to Symitar, Image Retrieval, Application Xtender, Carrier Websites, ALPs, Allegro, Lending 360.
- Processes, reviews, submits and facilitates all insurance claims for various insurance products.
- Work as an advocate for our membership creating open and transparent communication through the entire insurance claim 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 claims processes, updates and payout break downs, coverage review and explanations, denial breakdown and review.
- Processing insurance related documentation from providers
- Provides customer support for all consumer lending products
- Ability to work on projects as an individual or as a team to enhance or improve processes, technology systems, department procedures, administrative functions and compliance initiatives.
- Updates and maintains tracking/ticketing systems or data worksheets
- Ability to create, produce, work, analyze, update and maintain various reports, data tracking spread sheets, and ticketing systems as requested.
- Processes and posts payments for various consumer lending products
- Handles all billing exceptions for consumer lending products
- Reconciles, updates and processes billing for all consumer lending product Including but not limited to: GAP, VPP, Debt Cancellation, Credit Insurance, CPI, AD&D, AFLAC, Life Help, & Cell Phone Insurance
- Verifies all billing information for accuracy and handles final billing transactions
- Handles/balances the departments GLs and accounts
- Works with accounting to provide reports that identify outages and help to fix them
- Reviews department reference material and member facing messaging for accuracy
- Assists in mentoring and training other admin team members
- Fills the need of Assistant Manager in the absence of or at the request of management
- 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 insurance/lending products.
Education
High school diploma or equivalent, 2 year college preferred.
Licenses, Certificates, Registrations
n/a
Computer/Office Equipment Skills
- Advanced skills in Microsoft Office (Outlook, Word, PowerPoint and Excel)
- Experience with insurance software and products such as AP Portal/FocusNet and/or Unity etc.
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 self-motivate 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 non-defensive 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.
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)
***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.**
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