• Exemplify Mountain America's core values and philosophy while fulfilling responsibilities as a leader in the organization; and align personal and team efforts with the mission and vision of the credit union.
• Direct and manage the daily workflow, processes, and functions of the Alert Resolution Team to detect and prevent fraud committed by and against the members of the credit union by effectively and accurately dispositioning alerts.
• Direct and manage compliance and quality evaluations on Alert Resolution Team; apply appropriate decision-making to ensure quality service to members, efficiency and accuracy; and appropriately recognize and reward Alert Resolution Team performance.
• Coach, train, and model appropriate communication with members and all areas of the credit union to ensure a high-quality experience for members victimized by fraud.
• Mentor, train, and develop the Assistant Manager as a leader in organization.
• Ensure that regular performance evaluation reports are generated and appropriately distributed, including proper alert resolution and call management; and analyze trends in the fraud detection and prevention processes.
• Regularly collaborate with the Fraud Analysis Team to identify and mitigate emerging fraud threats.
• Monitor telephone communication to ensure conformance to established service standards; to track employee performance; increase efficiencies; and recommend enhancements for continual quality improvement.
• Complete annual performance reviews and establish results-focused goals for all direct reports and oversee performance reviews for the entire Alert Resolution Team.
• With Assistant Manager, conduct training and coaching on alert resolution processes, expectations, internal policies and procedures, and appropriate decision-making.
• With Assistant Manager, ensure quality control metrics are being appropriately evaluated; that alerts are being properly resolved and documented; and that regular coaching occurs.
• Regularly evaluate Alert Resolution Team performance and complete annual performance reviews.
• Assist with alert resolution, and fraud detection and prevention, and act as a direct point of contact for any questions or concerns regarding the alert resolution process and escalations.
• Effectively communicate with direct supervisor on all matters related to own job responsibilities and Alert Resolution Team operations.
• Demonstrate effective lateral management and cross functional expertise while collaborating with other business units on matters pertaining to fraud detection and prevention.
• Provide assistance and training to other business units to mitigate fraud risk, increase efficiency, and improve member experience in matters related to fraud, as appropriate.
• Keep current on fraud trends and potential threats.
• Demonstrate proper stewardship in managing the Alert Resolution Team budget, staffing levels, and other needs.
• Comply 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), SBA regulations, Regulation E, Regulation Z, and other regulations as required by law as they relate to the position.
• Performs all other duties as assigned

• Education and Experience

  • 2 years of professional experience in a progressive financial environment and Bachelor’s degree from an accredited institution in criminology, criminal justice, business, marketing, finance, economics, or a related field
    OR

  • 5 years of professional experience in a progressive financial environment

  • Experience in a call center or fraud-related role preferred

  • 3 years of experience supervising teams

  Licenses and Certifications

  • Certified Financial Crime Investigator or a related certification preferred
• Managerial Responsibility
  • Has supervisory/managerial responsibilities that are direct or through work leaders or assistants, typically with a subordinate group of 2 to 15 employees. Estimates personnel needs and assigns work to meet these needs. Supervises, coordinates and reviews the work of assigned staff. Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy.

~

• Computer/Office Equipment Skills
  • Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
  • Experience and knowledge of call management and fraud software systems.
  • Experience with Finesse preferred
• Language Skills
  • Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
  • Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.
• Other Skills and Abilities
  • Demonstrated ability to recruit, engage and coach employee performance.
  • Experience in investigating application fraud, account take over, customer scams and mule activity while maintaining high quality customer service.
  • Experience in all applicable deposit related compliance regulations and applicable laws are required.
  • Ability to work both autonomously and collaboratively in a fast-paced environment.
  • Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
  • Adaptive to change, responds positively to altered circumstances or conditions
  • Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
  • Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently

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 unusually environmental factors

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.***

Mountain America Center - Hybrid:

9800 S Monroe St
Sandy, UT 84070

SCHEDULE

*This is a Hybrid Schedule- this team is in office 3 days a week (Tuesday, Wednesday, and Thursday) with 2 days remote (Monday and Friday)

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

• Responsible for complex and more technically advanced audit work.
• Create findings and make recommendations to improve policies and procedures based on information audited.
• Assists manager in determining the anticipated impact of upcoming regulatory changes on the audit plan
• Conducts follow-up reviews to evaluate the organization’s progress in correcting significant audit exceptions.
• Evaluates compliance with applicable laws and regulations.
• Analyzes and prepares reports and graphs that reflect trends in the credit union.
• Identifies opportunities for improved member service and greater operating efficiency
• Performs 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

• Minimum 6+ years experience conducting audits/control assessments in the banking or financial services industry.
• Knowledge of industry, markets and regulations relevant to auditing credit union processes.
• Familiarity with regulatory requirements and application of such guidance
• Experience on effectively executing large complex audits.
• Prior experience with Big 4 accounting firm preferred.

Education

4-year degree in a finance, accounting, or quantitative discipline, or related field. Graduate degree in a related subject preferred.

Licenses, Certifications, Registrations

One of the following professional certifications is required: CIA, CPA, CFA, CISA

Managerial Responsibility

None

Computer/Office Equipment Skills

• Advanced level skill for Microsoft Office (Outlook, Word, PowerPoint, Excel), especially Excel.
• Knowledge of computer assisted audit techniques preferred.
• Experience with data analysis software, such as ACL, IDEA, and/or Picalo, preferred.

Language Skills

• Demonstrated ability to clearly communicate verbally and in writing.
• Demonstrated ability to read and follow instructions.

Other Skills and Abilities

• Ability to perform ad hoc data analysis in conjunction with audits, as necessary.
• Understanding of financial institution operations and transactions.
• Ability to communicate effectively and courteously.
• Ability to understand regulations.
• Understanding of the credit union data system and ability to use a computer, and software applications.
• Ability to recognize and analyze problems, improprieties, and opportunities for improvement.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently

Ability to stand, walk, and use hands to handle or reach 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 25 pounds occasionally may need to lift up to 50 pounds.

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.***

Phoenix McDowell Rd Branch:

302 E McDowell Rd
Phoenix, AZ 85004

SCHEDULE

Full Time

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

• Identifies, develops and maintains a network of outside business relationships, both existing and prospective, that will serve as a recurring source of referrals for new mortgage lending opportunities. This includes but is not limited to real estate agents, builders, personal and professional contacts.
• Develops mortgage lending opportunities by being involved in the community to promote home ownership.
• Responds to member inquiries and referrals that are generated from both their own referrals and from other CU business channels.
• Conducts interviews with prospective borrowers in order to analyze financial and credit data, determine financing objectives, gives advice to borrowers about product/pricing policies and guidelines, and gathers any additional required information.
• Meets with members and prospective borrowers as necessary during the various stages of the lending process.
• Utilizes CU training materials, reference tools and other resources to provide accurate and up-to-date loan program/policy information to both internal and external members and internal business partners.
• Provides a complete and accurate loan application as part of a complete loan package
• Ensures an exceptional member experience by overseeing loan process from origination to close and provides on-going communication to not only the borrower but each business partner in the transaction.
• Achieves or exceeds production goals as established by Credit Union’s Mortgage Department.
• Determines borrower financing objectives and goals using AAA: Assess the correct loan options for the borrower based upon the member’s present and future situation; Advises the member on the best mortgage programs and options; Assists the member along the path to homeownership.
• Apprises member of pricing and CU lock-in policy and procedure; price and lock rates as required.
• Identifies appropriate opportunities to sell additional products (see LO Handbook for referral requirements).
• Completes mortgage application process via Blend and Encompass to include addresses, phone numbers, account numbers and any other information to complete the loan.
• Runs a credit report and AUS; collects fees associated with the loan at the appropriate time; orders appraisals and title reports.
• Collects supporting loan documentation as required and provides a complete loan package to Mortgage Loan Coordinators via Encompass.
• Works with Mortgage Loan Coordinator to ensure that loan is submitted to Underwriting within 48 hours of a completed mortgage loan package.
• Works with Loan Coordinators to ensure that all underwriting loan conditions are met.
• Partners with Mortgage Loan Coordinator with ongoing communication to borrower regarding loan status.
• Tracks REPC and lock deadlines to avoid costly extensions or loss of property and/or earnest money deposit and provides an extension prior to application if less than two weeks before settlement date.
• Utilizes Encompass to add detailed loan notes throughout the loan process; checks for comments and conditions as the loan progresses; responds to changes in the loan file with necessary urgency.
• Counsels members who are denied loans regarding their credit and achieving their credit goals
• Attends and completes all Credit Union required training to include University classes on or prior to the due date.
• Maintains current and thorough knowledge of all lending programs, policies, procedures and regulatory requirements.
• Performs all job functions in accordance with Credit Union policies and procedures
• Conducts and/or attends monthly regional meetings with MLO I’s and II’s within their region to gather feedback and reinforce information that has been disseminated by the mortgage department.
• Participates in monthly mortgage department meetings and weekly branch M&Ms.
• Performs 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

2 years professional experience in a progressive financial lending setting. Mortgage experience preferred.

Education

Minimum high school diploma or educational equivalent is required. A two-year college degree or completion of a specialized course of study at a business or trade school is preferred.

Licenses, Certifications, Registrations

Ability to obtain NMLS number. The Secure and Fair Enforcement for Mortgage Li­censing (S.A.F.E) Act requires all mortgage loan orig­inators to register on a federal registry. Individuals employed by MACU that are not registered on the Nationwide Mortgage Licensing System and Registry (NMLS) are barred from originating mortgages.

Managerial Responsibility

No Managerial Responsibility

Computer/Office Equipment Skills

• Intermediate to Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel (windows navigation, mouse/keyboard functionality),
• Experience with analytical and reporting software preferred
• Demonstrated experience with Encompass, Blend, Optimal Blue preferred
• Must have the ability to type a minimum of 35-40 words per minute

Language Skills

• Must have the ability to read and interpret documents such as tax returns, income statements, contracts and documents regarding real estate transactions, loan program guidelines, AUS findings and preliminary title reports.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of employees, members, or clients.
• Attention to detail and outstanding customer service is critical to success.
• Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustration.
• Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.

Other Skills and Abilities

• Ensure exceptional member service by maintaining a thorough knowledge of lending programs, policies, procedures and regulatory requirements, demonstrating a commitment to professional ethics, complying with all Federal and State compliance policies and adhering to HMDA requirements.
• Ability to work both autonomously and collaboratively in a fast-paced environment.
• Ability to deal with problems involving several variables.
• Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
• Adaptive to change, responds positively to altered circumstances or conditions
• Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems etc.
• Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
• Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently

Ability to stand, walk, and use hands to handle or reach 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 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.***

#LI-FW1

#indgen

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

Essential Duties and Responsibilities

• Govern and execute the Enterprise Risk Management program, including the enterprise risk taxonomy, top‑down identification of enterprise risks, emerging risk monitoring, and enterprise‑level risk reporting.
• Establish and maintain effective enterprise risk governance, including committees, charters, operating models, cadence, and escalation practices to support consistent risk oversight and decision‑making.
• Manage the enterprise risk appetite framework, including periodic updates, supporting KRIs, thresholds, escalation criteria, and executive and Board‑level materials.
• Aggregate, analyze, and synthesize enterprise risk information across business units and second‑line functions to deliver clear, decision‑ready insights for senior leadership and governance forums.
• Design and oversee enterprise‑level risk assessment processes supporting strategic initiatives, new products, and material changes, enabling early risk identification and alignment with governance expectations.
• Lead the evolution of ERM capabilities, tools, and infrastructure, including GRC / Integrated Risk Management platforms, workflows, data quality, and reporting, in partnership with Technology and other stakeholders.
• Monitor regulatory and supervisory expectations related to enterprise risk management and serve as the primary point of contact for enterprise risk‑related examinations, coordinating planning, responses, and thematic issue tracking.
• Provide credible challenge and thought leadership by applying sound judgment, structured analysis, and an enterprise perspective to risk prioritization and decision support.
• Lead and develop the enterprise risk team, setting priorities, allocating work, and building capability to deliver consistent, high‑quality ERM outcomes through strong cross‑functional partnership.

Knowledge, Skills, and Abilities

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

Education and Experience

• 5+ years of leadership experience in a management role, overseeing risk management teams
• 8+ years of progressive experience in enterprise risk management, operational risk, compliance risk, audit, or related disciplines within financial services

• Bachelor’s degree in finance, economics, business, or a related field required (Master’s degree preferred or equivalent experience)
• Demonstrated experience operating enterprise‑level risk frameworks, including risk governance, risk appetite, KRIs, and enterprise risk reporting
• Experience working in a second line of defense role within a regulated financial institution
• Knowledge of GRC / Integrated Risk Management platforms, including risk analytics, dashboards, and reporting capabilities, with the ability to oversee and direct platform use and development (hands‑on experience preferred).

Licenses, Certifications, Registrations

• Preferred certifications include CUERME, CRM, CRCMP, or similar risk‑related credentials

Knowledge, Skills, and Abilities

• Enterprise risk management expertise, including governance practices, risk domains, and regulatory expectations (e.g., NCUA, FFIEC, CFPB)
• Advanced analytical skills to synthesize complex risk information, apply sound judgment in ambiguity, and produce decision‑ready narratives
• Executive‑level communication and influencing skills.
• Technology fluency related to GRC / IRM platforms, workflow enablement, data quality, and reporting automation
• Ability to lead and develop professional teams through coaching, prioritization, and capability building
• Ability to operate effectively in a second‑line role, balancing independence with collaboration across functions

Physical Abilities / Working Conditions

Physical Demands

Ability to sit, talk, and hear consistently.

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 10 pounds frequently and up to 25 pounds occasionally.

Environmental

Typical office environment; no unusual environmental factors.

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.

• Primary relationship manager for day to day needs of MACU’s larger business members
• High understanding of business entity structures and able to converse with business owners about their needs based on their unique structure.
• Recognize member needs, educate on options for managing financial transactions through MACU Business Services tools, resources, technology and cross-sells products and services as needs arise through a consultation approach.
• First point of contact for all managed member portfolio account needs including new account documentation, onboarding to core system, and owning account opening and onboarding procedures.
• Act as primary contact for portfolio of managed members. As such, own processes that include originating loans by accepting and reviewing loan applications, interviewing loan applicants, reviewing credit report and cross-sells loans.
• Oversee loan processes including documentation, decisioning credit reports and conducting closings for any loans sourced by the Business Advisors or from within managed portfolio.
• Ability to satisfy immediate and unexpected needs, by recommending credit union products and services with knowledge and confidence.
• Cross-sell financial services of the credit union to ensure quality service.
• 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 his/her position
• Provides quality service to credit union business membership by assessing member needs, advising to meet their needs, and assisting in those transactions, which could include opening new accounts, servicing existing accounts, and explaining our products and services that best suit our business members cash-flow needs. Owns entire relationship and helps to direct/delegate according to managed member need.
• Fields and directs member requests for products and services while looking for ways to grow member relationships and accomplish credit union objectives all the while expanding product/service offering of relationship.
• Resolves problems by clarifying member complaints, determining the cause of the problem, providing the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Acts as a liaison to Business Advisors
• Actively participates in and completes product knowledge courses
• Perform 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

• 3 years professional experience in a progressive financial setting, experience in a business relationship management setting preferred.
• Project management experience preferred

Education

Associates’ degree from an accredited institution in business, marketing, finance, economics or related field. Education will be verified. OR on job experience with 3+ years in a progressive financial setting.

Licenses, Certifications, Registrations

N/A

Managerial Responsibility

N/A

Computer/Office Equipment Skills

• Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
• Experience with analytical and reporting software preferred

Language Skills

• Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
• Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.

Other Skills and Abilities

• Demonstrated ability to multi-task and maintain composure while handling all member activities and requests
• Demonstrated ability to prepare Cash Management & loan documents.
• Demonstrated ability to perform mathematical calculations.
• Ability to work both autonomously and collaboratively in a fast-paced environment.
• Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
• Adaptive to change, responds positively to altered circumstances or conditions
• Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems etc.
• Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
• Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams
• Data analytics and data validation skills and proficiency in business data analysis (MS Excel, etc.)

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently

Ability to stand, walk, and use hands to handle or reach 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

N/A

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.***

Fully Remote

Spanish Preferred

Schedule

Full-time; Monday - Friday 11:00am-8:00pm;

Rotating Saturdays 9:00am - 3:00pm

JOB SUMMARY

A Consumer Loan Servicing Specialist assists with questions, modifications, and adjustments involving booked (post-origination) consumer loan products. These can include (but are not limited to) auto/ RV, Visa, signature, student, and home equity loans. The primary responsibility of a specialist is to answer calls from an in-bound queue. Calls may come from members, support teams (other employees) or third parties. A specialist may also assist with outbound follow up calls, chats, emails, and fax requests. Services provided by a specialist should be timely and accurate to strengthen the financial relationships of our membership. Specialists must maintain a working knowledge of Mountain America Credit Union consumer loan products, processes, regulations, and services. Specialists should be able to effectively communicate with callers for servicing and/or education on existing loan relationships.

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

• Provide quality service to credit union members, support teams, and third parties to resolve loan problems and enhance financial relationships with Mountain America members
• Adhere to department quality service standards in call handling, internal reviews, compliance reviews, and member satisfaction responses
• Assist with loan correction requests. Correction requests may require interest calculations, credit reporting disputes, payment adjustments, and other loan corrections.
• A specialist should determine the merit of a request and whether a correction or education will be provided
• Perform loan, share, payment, and error adjustments in Symitar
• Handle loan payoff requests in a timely and accurate manner
• Record all interactions and resolution efforts in Symitar
• Advise on Loan Servicing Support requests regarding adjustments, credit reporting, flood insurance, subordinations, reconveyances, Servicemembers Civil Relief Act (SCRA) benefits, and check payments/payoffs
• Provide support and servicing for loan protection related questions including proof of insurance and debt cancellation products
• Act as a liaison to the Titles team for title related questions on collateral vehicles to assist in securing, updating, and releasing MACU liens
• Maintain a detailed knowledge of MACU consumer loans, processes, products and current promotions through ongoing trainings, department updates, Knowledge Center instructions, and credit union internal communications
• Educate callers on MACU loan processes and regulations, as it pertains to individual requests
  • Comprehend and interpret loan documents to create mutual understanding with callers
• Comply with federal regulations and credit union guidelines applicable to loan origination and servicing
• Build and maintain a cooperative working relationship with personnel from branches, Service Center, and other support teams to assist with servicing questions or concerns
• Uphold professional communication in all interactions, including escalated situations
• Respond to requests through email, chat, or Online branch messaging systems
• May assist in training other Loan Servicing employees, as needed.
• Perform 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

Minimum of one year customer service or contact center experience required

Minimum of one year banking or other financial experience (i.e. titles, insurance, mortgage, etc.) preferred

Education

High school diploma or equivalent

Licenses, Certificates, Registrations

• Must meet/exceed all performance expectations

Computer/Office Equipment Skills

• Basic computer operating skills
• Basic phone operating skills
• Intermediate skills in Microsoft Office (Outlook, Word, Excel)
• Must be proficient in all relevant internal systems
• Type a minimum of 35 words per minute preferred. Symitar and 10-Key experience preferred.

Managerial Responsibility

Have no supervisory/managerial responsibilities

Other Skills and Abilities

• Critical thinking and creative problem solving
• Must have the ability to speak and write in English
• Maintain professional phone, chat, and email etiquette
• Exceeds performance goals and expectations

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)

#LI-SW1

Meridian Ten Mile Rd Branch

6161 North Ten Mile Road
Meridian, ID 83642

*This team member will support nearby branches as well.

SCHEDULE

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

The Wealth Advisor I role partners with a more seasoned advisor to assist in providing exceptional experiences to credit union member by showing proficiency in the following areas:

• Assist with data entry, account servicing, and branch trainings.
• As needed, attend joint appointments with clients.
• Partner with a tenured advisor to learn and develop the skills below:
  • Member Engagement: Maintain and deepen long-term relationships with credit union members, understanding their financial needs, goals, and risk tolerance. This calls for periodic reviews and providing education to members. Document all interactions within a CRM system and follow up promptly on all member inquiries.
  • Financial Planning: Develop comprehensive plans that align with members' objectives, including retirement planning, education funding, tax considerations, estate planning, and insurance needs. Acting in a fiduciary capacity, make product recommendations to improve the financial situations of members and monitor for changes as needed.
  • Sales and Business Development: Identify opportunities to grow the wealth management program and the overall credit union, including cross-selling credit union products and services and generating referrals. Maintain productive relationships with the branches you serve and educate branch partners on wealth management principles to encourage branch referrals.
  • Compliance: Adhere to all regulatory requirements and ethical standards, maintaining a high level of professionalism and integrity in all member interactions.
  • Maintain accurate and up-to-date records of member interactions and financial plans in accordance with compliance and broker dealer requirements.

Experience

Minimum of 2 years of relevant experience or completion of an accredited college program.

Education

A Bachelor's degree from an accredited institution, or enrollment in an accredited college program, or 2 years in a related field

Licenses/Certifications

Required within 90 days if not active upon hiring: SIE (Securities Industry Essentials), Life Insurance, Series 7, and Series 63 & 65 (or 66 in place of 63 & 65).

Computer/Office Equipment Skills

Advanced Microsoft Office Suite, Outlook, ability to learn applicable software required for role.

Managerial Responsibility

Has no managerial/supervisory responsibilities.

Language Skills

Must have the ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of employees, members, or clients.

Other Skills and Abilities

Ability to effectively communicate and coach while responding to all member inquiries in an efficient manner.

Superior sales skills and have a command of all aspects of investment and insurance products including mutual funds and annuities. Thorough understanding of economic principles and compliance standards Demonstrates proven ability to adapt and respond appropriately to changing work demands. Ability to multi-task many high priority tasks.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Occasionally reaches with hands and arms, climbs or balances, tastes or smells. Frequently Stands, walks, uses hands to handle or feel, talks and sits.

Vision Requirements

Depth perception and the ability to adjust focus, close vision, distance vision, color vision, and peripheral visual acuity is required.

Weight Lifted or Force Exerted

Frequently lifts up to 25 pounds, occasionally lists up to 50 pounds.

Environmental

Office type work environment

Noise Environment

Moderate noise level

***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***

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

Coaching & Development

• Exemplifies MACU Way and Leadership Behaviors and philosophy while fulfilling responsibilities as a leader in the branch environment and within the credit union.
• Learns to coach others to develop the necessary AAA skills to get the expected results. Connects AAA skill proficiency to production.
• Drives accountability with team members around AAA and results.
• Leads by example and supports a branch culture of exceptional member service. Understands the MACU vision and articulates the vision through MACU Way behaviors.
• Under the lead of the Branch Manager, solicits feedback regarding team culture and utilizes the MACU Mission, Vision, and Values to drive a unified team culture and obtains buy-in from their team.
• Regularly holds personalized 1:1’s with each team member.
• Uses coaching tools to improve development activities beyond that of production and toward team member development.
• Partners with team members to create individual development plans that include AAA skills and other development opportunities.
• Evaluates direct report employees in their quarterly check-ins and annual Performance Evaluations and assists the Branch Manager with the MSR/MEO/FSR evaluations.
• Supports the Branch Manager with change management efforts and priorities of the credit union with team members.
• Trains and coaches branch staff on credit union policies, procedures, philosophies and branch functions to encourage the achievement of branch operational and sales goals.
• Works with the Branch Manager to implement employee life cycle strategies in regard to employee hiring, onboarding, development and retention.

Member Experience

• May partner with the Branch manager to resolve member and employee concerns. Resolves concerns; follows up in a timely manner. Seeks assistance as necessary.
• May support the Branch Manager in community development – acts as a credit union representative in the community where the branch is located and successfully meet the needs of sponsor groups.

Branch Operations

• Assists in the daily operations of the branch (including cash management, compliance).
• Effectively uses proprietary sales tools like Member Value Review (MVR), Value Analyzer and New Account Framework to maintain AAA standards.
• Approves and denies loans and is the back-up for the branch manager for loan exceptions. Sees opportunity in how to create a package that provides the best value for the member.
• Assists the Branch Manager is developing methods to track and measure team productivity, accuracy, and sales and service.
• Gains knowledge and understanding of the Credit Union Financials.
• Utilizes judgment and responsibility in fulfilling members' needs using the credit union policies.
• Assists the Branch Manager with security and maintenance of the branch building and property.
• 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 his/her position

Leadership Focus

• Coaches and develops branch team members to provide an exceptional Member Experience.
• Partners with internal Business Partners to serve the membership and develop others.
• Performs 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

Must have 3+ years of financial industry experience, which includes 1+ years of lending experience.

Education

Two-year college degree or completion of a specialized course of study at a business or trade school or equivalent.

Licenses, Certificates, Registrations, Trainings

• Must meet all Branch Progression training expectations of all positions supervised
• Notary Public or have ability to obtain within first 90 days where possible
• Must be able to qualify annually as a Mortgage Loan Originator under S.A.F.E Act Registration
• The Assistant Branch Manager is responsible to ensure that the branch is appropriately staffed with employees that are trained to reasonably meet the needs of the member including ensuring appropriate staff coverage of all Credit Union products and services including but not limited to: depository, lending, online, mobile, safe deposit (where applicable), notary and medallion services.

Computer/Office Equipment Skills

• Basic computer operating skills
• Intermediate to advanced skills in Microsoft Office (Outlook, Word, Excel and PowerPoint)
• Symitar experience preferred

Managerial Responsibility

• Has supervisory/managerial responsibilities that are direct or through work leaders, typically with a subordinate group of 10 or more employees.
• Estimates personnel needs and assigns work to meet these needs. Supervises, coordinates and reviews the work of assigned staff.
• Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy.

Other Skills and Abilities

• Must have a thorough knowledge and understanding of credit union policies and procedures as well as related work experience in operations (teller and new account functions), lending (loan origination) and sales in a financial institution.
• Must have the ability to make sound decisions based on credit union policies.
• Must have the ability to supervise, train, lead and coach others in providing quality service and selling credit union products and services.
• Must have strong leadership skills which include a proven track record of preparing and mentoring new leaders for the credit union, including demonstrated success in handling difficult situations.

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 50 pounds occasionally

Environmental

• There are no unusual environmental factors

Noise Environment

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

#INDMS

#LI-CC1

***This job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person***

Eastern Idaho - Remote (Idaho Falls, Pocatello, Twin Falls, or other nearby areas)

SCHEDULE

Full time

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

Sales & Business Development:

• Includes but is not limited to sales, onboarding of new dealerships, and management of dealers that submit applications for retail installment and commercial contracts for secured auto and recreational loans.
• Sell MACU’s program by demonstrating the value and benefits of products/services.
• Provide training on the documentation and overall funding process including specialty products e.g., commercial, lease, branded titles.
• Maintain and strengthen relationships with existing dealerships through effective marketing strategies.
• Develop schedules to ensure all preferred dealers are marketed to regularly and all other dealers are visited as necessary.
• Provide weekly marketing reports to management.
• Review and analyze weekly reports to maintain satisfactory yield and application efficiencies in each reporting market. Daily and Weekly action plans must be put in place to address areas where improvement is needed.
• Work closely with local branches to conduct marketing calls to dealerships in proximity, promoting our lending services effectively.
• Generate and implement ideas for marketing, sales and/or promotions to assist in dealer production.
• Collaboration with branch managers, SEG, marketing, and other internal stakeholders representing the credit union and department at ribbon cuttings, grand openings, and other credit union events.
• Assist with education of branch and department employees on the fundamentals of Indirect Lending, including preferred dealers in branch footprints.

Financial and Asset Management:

• Collect funds owed to the credit union by dealerships in accordance with dealer agreements e.g., payments for pay-offs or recourse.
• Monitors and analyze the performance of a dealership portfolio, including but not limited to delinquency, charge-offs, and missing titles by collaborating with internal and external stakeholders.
• Responsible to track and manage a monthly budget including but not limited to monthly mileage, marketing expenses, business lunches, etc. through a monthly expense report.

Problem Resolution:

• Address and resolve any feedback or issues that may arise with members, dealers, or branches in a timely and efficient manner.
• Adherence to policies, procedures and other artifacts including but not limited to rate sheets policies:

Other Duties:

• Perform additional duties as assigned by the management to support the overall goals and objectives of the credit union.

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

3 years of experience in the sales finance industry or related industry experience which consists of sales, credit, funding or underwriting.

Education

Four-year degree in business or an additional combined 3 years’ experience in finance, sales or lending.

Licenses, Certifications, Registrations

Driving (valid license)

Managerial Responsibility

This position will not have managerial responsibility.

Computer/Office Equipment Skills

• Intermediate skills with Microsoft Office Suite including Outlook, Word, PowerPoint, Teams and Excel
• Experience with analytical and reporting software preferred
• Demonstrated experience with Lending systems of record – preferred.

Language Skills

• Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
• Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.

Other Skills and Abilities

• Ability to analyze financial data and contractual agreements and compile summaries for management.
• Demonstrated ability to resolve disputes and issues in a proactive and efficient manner that align with the Mountain America Credit Union behaviors.
• Ability to work both autonomously and collaboratively in a fast-paced environment.
• Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines.
• Adaptive to change, responds positively to altered circumstances or conditions
• Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems etc.
• Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
• Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams
• Data analytics and data validation skills and proficiency in business data analysis (MS Excel, etc.)

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently.

Ability to stand, walk, and use hands to handle or reach 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 25 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.***

#LI-FW1
#indgen

Mountain America Center

9800 South Monroe Street

Sandy, Utah

SCHEDULE:

Full Time Monday-Friday

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

• Act as administrative expert of the LOS/platform by keeping product knowledge up to date, evaluating and modifying system performance and making recommendations for future upgrades.
• Identify the most effective way to utilize the LOS/platform to satisfy business requirements, using both standard and custom functionality.
• Consult with business units and leadership to identify potential areas of gained efficiency, process improvement, and/or automation.
• Collaborate with key strategic partners such as third-party vendors and internal departments to resolve software, hardware, and communication issues.
• Lead audit remediation efforts, system access clean-up efforts, and analysis of appropriate access rights.
• Provide research, analysis, high-level design and estimates for end-user technology solutions.
• Coordinate implementation and rollout of technology solutions, including communicating changes to appropriate business units and training teams.
• Perform daily tasks including updating rates in appropriate LOS, adding and deleting users, reviewing core data load, completing purge process and reviewing exception reports.
• Manage interface and monitor system performance with other third-party applications that work in connection with the LOS/platform, ensuring timely updates and enhancements are done as required.
• Create, maintain, and generate reports using the LOS/platform, MACU and other data sources.
• Provide daily support to end users regarding usage of the system and deliver prompt resolution to questions and concerns.
• Lead project initiatives and monthly team project meetings as needed.
• Understand and adhere to the company’s risk and regulatory standards, policies, and controls in accordance with the company’s risk appetite. Identify risk-related issues needing escalation to management.
• Remain current on all regulatory changes affecting compliance to ensure systems are up to date.
• Review profiles, security settings and loan setup settings in the LOS/platform and other integrated applications.
• Assist cross-functionally with other software’s such as, but not limited to, ICE Encompass, Akuvo Aperture, Abrigo Sageworks, Blend.
• Model the MACU way behaviors by exhibiting mutual trust and respect, honesty and integrity, professionalism, and accountability.
• Perform 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

Minimum of five years in lending and operations is required.

Background in product ownership and/or system administration preferred.

Education

Bachelor’s degree in Business Administration, Finance, or related field or 3 additional combined years of experience in a progressive financial lending role.

Licenses, Certificates, Registrations

N/A

Managerial Responsibility

Has no supervisory/managerial responsibilities.

Computer/Office Equipment Skills

• Knowledge of lending software/platforms including end-user and administrative functions preferred.
• Demonstrated experience with programming languages or technology used to support products and services.
• Advanced skills in Microsoft Office including Outlook, Word, PowerPoint, and Excel required.

Language Skills

• Demonstrated ability to clearly express ideas, methodology, results, and recommendations verbally, in writing and through insightful reports and graphic illustrations.
• Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.

Other Skills and Abilities

• Self-starter with strong organization and time management skills.
• Ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines.
• Demonstrated ability to document and maintain LOS configuration and process information.
• Knowledge of consumer, mortgage, commercial and small business loan products, credit policy, compliance, and regulatory issues.
• Strong technical aptitude, analytical skills, and troubleshooting of software systems.
• Excellent inter-personal skills including the ability to lead and collaborate cross-functionally with teams in a professional manner.
• Exceptional verbal and written communication skills.
• Adaptive to change, responds positively to altered circumstances or conditions.
• Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems, etc.
• Comfortable working with remote team members and third-party partners across multiple time zones using telecommunications.

PHYSICAL ABILITIES/ WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently.

Ability to stand, walk, and use hands to handle or reach 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 occasionally.

Environmental

There are no unusual environmental factors.

Noise Environment

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

Tanner Building - Hybrid:

7167 S Center Park Drive
West Jordan, UT 84084

SCHEDULE

Full Time

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

Member Focus

• Provides exceptional member service to credit union membership by assessing member needs and advising to improve their financial situation
• Recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, technology and cross-sells products and services as needs arise through a consultation approach
• Consistent focus on increasing member satisfaction, building the membership base and account retention
• Expected to meet performance goals
• Resolves problems by clarifying member complaints, determining the cause of the problem, providing the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Communicate regularly with new and active loan applicants to ensure they receive exceptional service throughout the loan process.

Loan Processing

• Processes Home Equity Line of Credit applications up to $399,999
• Shows understanding and application of MACU home equity lending processes, procedures, and guidelines, and understanding of appropriate federal and state real estate lending regulations and how they apply to MACU.
• Processes loans by accepting and reviewing loan applications.
• Analyze data to verify borrower information and uncover fraud.
• Interviews loan applicants, reviewing credit report and collateral information.
• Make an initial assessment of the credit worthiness of borrowers through proper review of borrowers’ credit reports/scores.
• Gather and analyze paystubs, personal taxes, verification of income/employment, and assess any concerns with income
• Develop and maintain quality timeframes and management of pipeline to achieve and meet required deadlines
• Identify alerts requiring disclosures, re-disclosures and other necessary attention to loan files and work with loan officer to remedy.
• Assist in completion of Notice of Incomplete Applications, Withdrawals, and Denials within required time frames.
• Review the real estate collateral including its condition, AVM, and loan to value.
• Order AVM and title report upon receipt of all qualifying documentation and Intent to Proceed
• Ensure proper lien position of requested loans through analysis of collateral title reports and clearing of collateral liens that could increase the risk of the loan.
• Remove unnecessary documents/buckets from eFolder in Encompass to eliminate duplication and determine what missing documentation is outstanding; verify accuracy of received date for documents and correct if needed
• Demonstrate understanding of what is required for alerts, warnings and Mavent fails
• Confirms each loan file is complete with all required loan documentation and prepared for further analysis and underwriting.
• Confirm loan file has all required documentation and submit to underwriting
• Review and analyze borrower trust documents to ensure they meet MACU trust lending guidelines with special attention to the legal ability of the trust to borrow and the proper trust ownership of collateral property for deed of trust recording.
• Works with borrower’s insurance companies to ensure the proper homeowners and flood insurances are accurate and in place, and that MACU is listed as lien holder.
• Verifies borrower’s employment status in accordance with MACU guidelines and, when necessary, CFPB “Ability to Repay” regulations.
• Works with borrowers’ other financial institutions to obtain accurate and timely pay-off information for loans that will be paid-off with the proceeds of the home equity loan.
• Maintains confidentiality of credit union and member information.
• Be detail oriented and ensure the processing quality of home equity loans by achieving documentation accuracy, goals and standards.
• Maintain quality turn times and self-management of workload/pipeline to hit strict deadlines and production standards.
• Participate in ongoing training of home equity products.
• Builds and maintains a cooperative working relationship with other home equity lending team members as well as vendors and branch/member service personnel.
• Performs other duties as assigned.

Other Responsibilities

• Works with Member Service Team to ensure home equity loan applications are complete and accurate.
• Represents the credit union in a professional manner
• Responds to email/voicemail/missed calls/other communication in a timely manner
• Actively participates and completes product knowledge courses
• Complies with all regulations as required by law
• Performs other duties as assigned
• Trains, coaches and mentors other Financial Service Representatives

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

• One year of experience in a finance or sales related field. Work in the mortgage industry preferred.
• Ability to satisfy immediate and unexpected needs, by recommending credit union products and services with knowledge and confidence.
• Ability to multi-task and maintain composure while handling all member activities and requests.
• Ability to perform mathematical calculations.
• Ability to communicate effectively using written and verbal communication

Education

High school diploma or equivalent

Licenses, Certifications, Registrations

Must be able to qualify for a NMLS number under S.A.F.E Act after hire into position.

Managerial Responsibility

Has no supervisory/managerial responsibilities.

Computer/Office Equipment Skills (here are some examples)

Intermediate skills in the following: Microsoft Office products including; Word, Excel and Outlook

Language Skills (here are some examples)

• Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
• Demonstrated ability to document outcomes and present information in a manner appropriate for members.

Other Skills and Abilities

• Ability to work both autonomously and collaboratively in a fast-paced environment.
• Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with a large loan pipeline
• Adaptive to change, responds positively to altered circumstances or conditions
• Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems etc.

PHYSICAL ABILITIES / WORKING

Physical Demands

Ability to sit, talk and hear consistently

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 20 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)

#INDGEN

Mountain America Center - Hybrid:

9800 S Monroe St
Sandy, UT 84070

SCHEDULE

Full Time

This role focuses on designing, building, and evolving enterprise cybersecurity platforms and automation. It is best suited for engineers who enjoy system design, tooling ownership, and long‑term security capability development. This role is NOT a SOC analyst position.

PHYSICAL ABILITIES / WORKING CONDITIONS

• Ability to sit, talk and hear consistently
• Ability to stand, walk, and use hands to handle or reach 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 occasionally

ENVIRONMENTAL

There are no unusual environmental factors. Work is conducted in typical office setting with moderate noise (e.g., business office with computers and printers, light traffic).

• May be required to work occasional evenings and weekend hours to support production releases and resolve system issues.

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.***

#LI-FB1

Tanner Building - Hybrid:

7167 S Center Park Drive
West Jordan, UT 84084

SCHEDULE

Full Time

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

• Apply acquired job skills and knowledge along with company procedures to complete assigned tasks.
• Effectively and consistently maintain approximately 100,000-150,000 SF of corporate office space or equivalent to 10-15 branches.
• Develop a thorough understanding of applications within the business environment.
• Maintain a thorough working knowledge of corporate offices and branch locations
• Identify budgetary needs, collect bids/costs, and assist in compiling the Capital Projects Budget, then complete approved projects in a timely and efficient manner.
• Work on assignments that are semi-routine in nature.
• Recognize the need for occasional deviation from the accepted practice.
• Provide communication to Facilities Leadership on projects, results of efforts, problems identified, potential issues and recommendations.
• Efficiently manage vendors and sub-contractors for maintenance of assigned locations.
• Adhere to project policies and procedures.
• Schedule and perform routine preventative maintenance, minor repairs, and cleaning in accordance with the established policies and procedures.
• Adhere to the ADA (Americans with Disabilities Act), OSHA (Occupational Safety and Health Administration) and SDS (Safety Data Sheet regulations.
• Knowledgeable in basic operation and maintenance of corporate and branch spaces, including HVAC, building automation systems, fire alarm/suppression systems, electrical and lighting systems
• Support branch openings and attend key construction meetings (on-site visits, plan review, construction meetings, etc.)
• Perform miscellaneous tasks such as plumbing, carpentry, painting, machine servicing, welding, electrical, furniture set-up and rearrangement, cleaning, and other heavy work
• Maintain records, schedules, and conduct audits to ensure compliance with State and Federal Regulations, including but not limited to back flow and fire systems.
• Troubleshoot equipment and building systems identifying issues and reporting to management.
• Track and complete all Service Now Tickets in a timely and efficient manner.
• Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
• Take ownership for personal learning and development.
• Possess a desire and willingness to learn and continually update knowledge base.
• Assist and follow-up with outside service personnel and vendors to ensure maintenance and repair work is completed properly and efficiently.
• Self-starter with organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines.
• Establish and maintain effective communication, coordination and working relationships with Credit Union employees, leadership, vendors, and service providers.
• Adaptive to change, respond positively to altered circumstances or conditions.
• Ability to work both autonomously and collaboratively in a fast-paced environment.
• Complete safety, technical, policy and procedural training as assigned by leadership team.
• Demonstrated inter-personal skills including the ability to lead and collaborate with internal and external teams.
• Competent and concise in evaluating unique circumstances and communicating findings and recommendations to Facilities Leadership.
• Exercises independent judgment within defined parameters
• Confident in accepting routine assignments of projects and presentations
• Perform other duties as assigned.

KNOWLEDGE, SKILLS, & 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:

• Typically requires minimum of 2 years of directly related experience working in business facility maintenance.

EDUCATION: Education must be from an accredited institution.

• High School Diploma or equivalent

LICENSES, CERTIFICATIONS, REGISTRATIONS:

• Valid driver’s license with a good driving record.
• IFMA membership and FMP (or similar certification: CFM, SFP, PMP) preferred or equivalent experience.

MANAGERIAL RESPONSIBILITY: Has no supervisory/managerial responsibilities.

OTHER SKILLS & ABILITIES:

• Proficiency with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
• Explain detailed and complicated information to eliminate future calls by educating on self-service options.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
• Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.
• Ability to work both autonomously and collaboratively in a fast-paced environment.
• Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
• Adaptive to change, responds positively to altered circumstances or conditions
• Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems etc.
• Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.

PHYSICAL ABILITIES / WORKING CONDITIONS:

• Requires frequent standing, walking, sitting using hands to handle or feel, reaching with hands and arms, talks and hears.
• Requires close, distance, color, peripheral and depth perception vision as well as the ability to focus.
• Occasionally climbs, kneels, or crawls.
• Close vision (clear vision at 20 inches or less)
• Distance vision (clear vision at 20 feet or more)
• Frequently lifts up to 50 LBS, and occasionally lifts up to 100 LBS or more.
• Requires close, distance, color, peripheral and depth perception vision as well as the ability to focus."

ENVIRONMENTAL:

• Weather conditions to include outdoors, wet, humid, extreme cold or heat.
• Near moving mechanical parts, work in high precarious places, fumes and airborne particles, toxic and caustic chemicals, risk of electrical shock, and vibrations.
• Loud noises (manufacturing, earth moving equipment)
• Ability to travel long distances, including overnight travel and to respond to emergency situations as necessary
• 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.***

Mountain America Center - Hybrid:

9800 S Monroe St
Sandy, UT 84070

SCHEDULE

Full Time

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

• The Manager Accounting may lead teams responsible for Fixed Assets, Accounts Payable, Operations, Reporting, etc.
• Mentor and coach department accounting personnel to promote quality service, accuracy, and efficiency.
• Establish performance goals and measures facilitate automation and effective use of available technology.
• Establish, maintain, and administer internal control procedures, and standard operating procedures, within the department or credit union.
• Assist with month-end close and participate in, review of general ledger and internal financial statements.
• Responsible for oversight of GL, Accounts Payable, Fixed Assets, and other operational accounting functions.
• Provide requested documentation for external auditors and NCUA examiners.
• Review reconciliations of general ledger accounts completed by direct reports to ensure proper use of accounting principles, and prepare reconciliations, as assigned.
• Propose adjusting entries to accounting records to maintain accuracy.
• Set and facilitate the achievement of department objectives – working with management to increase accuracy and efficiency.
• Perform other duties and projects 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.

Education and Experience

• Bachelor’s degree in Accounting or relevant field required
• Master’s degree in Accounting or relevant field preferred
• 5 years of related work experience in reconciling high volume, complex accounts using computer generated records.
• 2 years of experience leading people in a lead and/or manager role.

Licenses, Certifications, Registrations

• CPA license preferred

Knowledge & Skills

• Extensive knowledge and application of methods or procedures in Accounting operations and reporting
• Thorough knowledge of related disciplines to anticipate impact across the organization
• Problem solving skills
• Verbal/written communication skills

Leadership and Organization Development

• Personally, trains and develops direct reports and demonstrates ownership in the development of each team member, with emphasis on leveraging diversity
• Works effectively and regularly across functions
• Responsible for effectiveness of team and performance results

Scope and Strategic Impact

• Manages daily activities of staff
• Manages operational activities of relevant business processes; accountable to BU leadership
• Responsible for overall direction, coordination and evaluation of team
• Limited to no revenue generation responsibilities (except for sales roles)
• May have some budget responsibility
• Operates with some autonomy on role specific operational matters
• Proactively identifies and resolves issues that impact the business.
• Sets objectives for self and/or a team/project members
• Delivers the results that have a tangible impact for function or business process
• May provide some input to strategic planning
• Implements strategic plans with consideration of available resources and operational challenges
• Strategic planning horizon generally 6 months or less

Analytical Thinking & Problem Solving

• Applies significant knowledge of principles, advanced techniques and theories to create unprecedented solutions
• Uses extensive intuition and experience to complement data
• Gathers and analyzes information at an advanced level
• Implementation of solutions requires a short to medium term view

Other Skills and Abilities

• Experience with Workday Financials, Jack Henry Symitar and Correlation KeyStone and other accounting software
• Thorough understanding of accounting principles and GAAP
• Proactively solves problems and actively improves processes to create efficiencies
• Professional, exercises personal discretion and independent judgement
• Adaptive to change, responds positively to altered circumstances or conditions
• Excellent interpersonal skills, including the ability to lead and collaborate with multiple teams
• Possess a desire and willingness to learn and continually update knowledge of financial concepts, strategies, systems etc.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently

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 10 pounds frequently and up to 25 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.***

Mountain America Center

9800 S Monroe St
Sandy, UT 84070

* May be responsible for covering additional Mountain America locations.

SCHEDULE

This position will be part of a 24-hour security team; shifts will vary.

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

• Ensures a professional image is consistently maintained, the enhancement of quality service and all needs are addressed while supporting the image and branding of the credit union.
• Provides excellent customer service to MACU employees and guests.
• Greet or acknowledge all MACU employees and guests as they enter MACU buildings.
• Be able to deescalate difficult situations with visitors, vendors, employees and members while remaining positive and professional.
• Answers incoming phone calls and communications.
• Responds to emergencies and other incidents.
• Patrols facility, on foot and or vehicle. Protects persons and property against vandalism, arson, prowlers and other conditions that could lead to loss of life or property.
• Monitors door access, alarm and surveillance systems.
• Investigates suspicious activity on MACU properties.
• Files reports and acts as a liaison with local law enforcement.
• Assists the general public, visitors and employees by answering questions, locating offices and escorting to specific locations.
• Writes, documents and completes incident reports.
• Maintain confidentiality involving Security incidents and employee relations.
• Create and complete tickets within ServiceNow
• Performs 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

Three+ years of related experience.

Law enforcement and/or military service or other government law enforcement experience preferred.

Education

Bachelor’s degree in Criminal Justice, or similar preferred. Or equivalent work experience.

Licenses, Certificates, Registrations

• Maintain a Utah concealed carry permit and/or maintain authorization firearm carry through H.R. 218, the Law Enforcement Officers' Safety Act.
• Current or previous POST Category I certification preferred.

Responsibilities

• Responsible for surveilling, patrolling, maintaining peace and order.
• Ensures the safety of lives and property through the proper and safe use of a firearm.
• Responsible to pass annual firearm qualification.

Computer/Office Equipment Skills

Basic computer knowledge. Familiar with Microsoft Suite including Teams.

Managerial Responsibility

No managerial responsibilities.

Language Skills

Must have the ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals.

Other Skills and Abilities

• Knowledge of the methods and practices used in a modern security program.
• Knowledge of applicable laws and ordinances.
• Ability to remain alert at all times and to detect suspicious or unusual occurrences.
• Ability to use good judgment, discretion, and tact and react quickly to situations.
• Ability to understand and effectively carry out oral and written instructions.
• Ability to enforce rules and regulations firmly, tactfully, and impartially.
• Ability to communicate effectively both orally and in writing.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently.

Ability to stand, walk, and use hands to handle or reach occasionally. Must have ability to operate a car, golf cart or other motorized vehicle.

May occasionally lift up to 50 lbs.

Ability to pass annual firearm qualification training.

Vision Requirements

Close vision (clear vision at 20 inches or less) Distance vision (clear vision at 20 feet or more)

Environmental

Typical office/lobby environment with some foot patrols outdoors

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.***

#LI-PN1

Mountain America Center

9800 S Monroe St
Sandy, UT 84070

SCHEDULE

This is a hybrid role with weekly in office expectations, depending on business need.

To be effective, an individual must be able to perform each essential duty successfully:

• Work with VP of Fraud Management and Director of Fraud Prevention and Analytics to define and execute the strategic plan for the development and maintenance of fraud prevention platforms, including rules, models, and detection systems, both internally developed and with vendor partners. Minimize false positives and negative impacts on legitimate transactions.
• Analyze data and leverage fraud tools to identify emerging fraud risks, including but not limited to identity theft, money mule scams, and account fraud and work with multiple transaction types including debit/credit cards, checks, wires, ACH, Billpay, and Zelle.
• Key driver in the development and utilization of advanced analytics techniques (machine learning, AI, etc.) to identify, mitigate and respond in real-time to fraud patterns, emerging threats, and trends.
• Performs root cause analysis (RCA) following events and provide actionable recommendations for remediation, ensuring necessary controls are in place to prevent similar attacks in the future.
• Keep current on developments in data management, data analysis, data visualization, behavioral profiling, machine learning and artificial intelligence as it relates to fraud prevention and fraud analytics
• Collaborate with the Model Risk Management Committee (MRMC) to ensure fraud detection models are compliant, effective, and aligned with regulatory standards; contribute to model validation, performance monitoring, and risk assessments.
• Document and maintain comprehensive fraud prevention strategy, rules, model documentation, and fraud data.
• Apply descriptive statistics, inferential statistics, and regression analysis techniques to detect and analyze fraudulent transactions, leading to the development of effective fraud detection models.
• Support the creation of robust dashboards and KPIs to track fraud performance and measure the effectiveness of fraud prevention strategies. Proactively communicate results to Fraud leadership, the Senior Vice President responsible for Fraud Management and other executive leadership.
• Independently assess, prioritize, and deliver on projects that impact core business workstreams.
• Perform routine audits of monitoring to ensure consistent data quality and coverage.
• Leverage and enhance existing tools and processes to enable a more effective user-based threat detection and investigation program.
• Analyze fraud trends and contribute to fraud intelligence reports to enhance organizational fraud prevention strategies.
• Support the team in developing fraud KPIs and dashboards to measure fraud risk and mitigation effectiveness.
• Document fraud incidents, case resolutions, and lessons learned for continuous improvement.
• Partner with technology and data teams to support fraud data analytics needs, ensuring alignment to data policies and standards.
• Perform related 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

Six years’ experience in fraud prevention experience in a progressive analytics position. Experience in a financial fraud setting required.

Education

Bachelor’s degree in data analytics, statistics, business, or related field. Education must be from an accredited institution and education will be verified. Master or doctorate degree preferred.

Licenses, Certifications, Registrations

Certifications such as CFE (Certified Fraud Examiner), CISA, CISSP, or CEH preferred

Computer/Office Equipment Skills

• Advanced skills with Microsoft Office Suite (IE. Outlook, Word, PowerPoint, and Excel)
• Experience with data visualization using Power BI and Tableau or other software
• Advanced proficiency in research, advanced statistical methods and supporting data and analysis tools (R, Python, SAS, SPSS, SQL and similar), quantitative modeling, and other applicable analytic methods (e.g., survey research, ONA).
• Advanced experience using fraud risk scoring, machine learning-based fraud detection, or SIEM tools (e.g., Splunk, ArcSight).
• Advanced knowledge of data reporting over complex data systems, including many-to-many databases and cross-server data solutions.
• Proficiency in research methodology and turning insights to action

Language Skills

• Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
• Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.

Other Skills and Abilities

• Ability to analyze data for patterns and trends and to take findings and communicate them in an effective manner
• Ability to research and make appropriate decision regarding complex cases
• Experience working in the Fraud Analytics or Investigations space within Financial Services industry
• Able to hold oneself and others accountable, provide feedback, and have tough conversations when warranted
• Experience working with various alerting and monitoring tools, navigating and reviewing system logs, and optimizing an existing process with automation
• Able to think holistically, possess curiosity, and can articulate the tradeoff actions may have between risk and impact on the customer experience
• Possess sound methodical judgment, can prioritize conflicting priorities, can derive solutions from ambiguity to meet deadlines, and is willing to take on ad-hoc projects
• Possess strong communication skills and the ability to forge partnerships with internal stakeholders through collaboration
• Able to challenge the status quo when appropriate to deliver solutions that protect Mountain America and its customers

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently

Ability to stand, walk, and use hands to handle or reach 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 to 10 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)

#LI-PN1

Tanner Building - Hybrid:

7167 S Center Park Drive
West Jordan, UT 84084

SCHEDULE

Full Time

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

• Manages and coordinates remodel and refurbish projects as directed
• Manages scope creep, project change orders and all expenditures
• Tracks progress of projects against goals, objectives, timelines, and budgets
• Contributes to defining project requirements, deadlines, goals, and objectives
• Establishes project work plans and schedules
• Develops extensive understanding of applications within the business environment
• Takes initiative to be a problem solver and provide suggestions to improve processes and efficiencies
• Knowledgeable in extensive operation and maintenance of corporate and branch spaces, including HVAC, building automation systems, fire alarm/suppression systems, electrical and lighting systems
• Competent and concise in evaluating unique circumstances and communicating findings and recommendations to Facilities Leadership
• Confident in accepting routine assignments of projects and presentations
• Tracks and completes all Service Now Tickets in a timely and efficient manner
• Exercises independent judgment within defined parameters
• Follows established guidelines and procedures
• Take ownership for personal learning and development seeking new areas of knowledge and expertise
• Contribute to the development of other team members thru mentoring, training, and job shadowing
• Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams
• Possess a desire and willingness to learn and continually update knowledge base
• Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
• Demonstrate inter-personal skills including the ability to lead and collaborate with internal and external teams
• Adaptive to change, responds positively to altered circumstances or conditions

KNOWLEDGE, SKILLS, & 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:

• Typically requires minimum of 4 years of progressive experience in a business facility maintenance setting with oversight of multiple facilities totaling at least 30,000 SF or a single facility with at least 70,000 SF, with demonstrated progressive growth and responsibility.
  

EDUCATION: Education must be from an accredited institution.

• High School Diploma or equivalent

LICENSES, CERTIFICATIONS, REGISTRATIONS:

• Valid driver’s license with a good driving record.
• IFMA membership and FMP (or similar certification: CFM, SFP, PMP) earned within one year
• Preferred license in one of the following: plumbing, electrical, or HVAC

MANAGERIAL RESPONSIBILITY: Has no supervisory/managerial responsibilities. May provide coaching and/or mentoring to others on the team.

OTHER SKILLS & ABILITIES:

• Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
• Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.

PHYSICAL ABILITIES / WORKING CONDITIONS:

• Ability to travel long distances, including overnight travel and to respond to emergency situations as necessary
• Ability to sit, talk and hear consistently
• Ability to stand, walk, and use hands to handle or reach occasionally
• Close vision (clear vision at 20 inches or less)
• Distance vision (clear vision at 20 feet or more)
• Frequently lifts up to 50 LBS, and occasionally lifts up to 100 LBS or more.

ENVIRONMENTAL:

• There are no unusual environmental factors (such as a typical office)
• Weather conditions to include outdoors, wet, humid, extreme cold or heat.
• Near moving mechanical parts, work in high precarious places, fumes and airborne particles, toxic and caustic chemicals, risk of electrical shock, and vibrations.
• Moderate noise (business office with computers and printers, light traffic)

Mountain America Center - In Office:

9800 S Monroe St
Sandy, UT 84070

SCHEDULE

Full Time

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

• Underwrites traditional commercial loans; prepares credit presentations, documenting credit analyses and recommendation for credit decision to approving authority.
• Prepares timely, concise and accurate credit recommendations with supervision. Includes: (1) quantitative components within the underwriting narrative; (2) accurate use of risk rating scoring matrix, both quantitative and qualitative rating elements, to ensure loans are properly risk-rated; and (3) accurate identification and mitigation of risk, including all policy exceptions, procedures and compliance regulations.
• Has a general understanding of underwriting processes per MACU standards.
• Understands and demonstrates good written communication relating to credit presentations, addendums and other related forms of written communication.
• Analyzes repayment ability including business and personal cash flow.
• As applicable, performs financial ratio analysis comparative to industry standards.
• Performs financial stress testing analysis.
• Reviews and interprets personal and, as applicable, business credit reports.
• Prepares commitment letters.
• Reviews professional commercial real estate appraisals and associated third party reviews.
• Reviews professional environmental reports and assesses environmental risk.
• Analyzes commercial leases and or rent rolls.
• Assists with satisfying loan closing requirements.
• Reviews annual financials on existing loans and analyzes the risks associated with the borrower's financial condition, recommending risk-rating changes where appropriate.
• Ensures regular communication through the origination process with loan officers, management and team members.
• Supports team members to ensure excellent member service both internally and externally.
• Manages up to three loan requests at a given time.
• Works together with team members to accomplish monthly, quarterly and annual goals.
• Maintains working knowledge of MACU policies and procedures, adhering to industry lending regulations.
• Performs 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

Two years underwriting experience in a progressive financial setting or two years of CRE Lending operational experience. Both are preferred.

Education

Bachelor's degree from an accredited institution in business, finance, economics or related field or equivalent related lending/financial experience. Education will be verified. Additional progressive professional experience may be substituted in lieu of a degree.

Licenses, Certifications, Registrations

N/A

Managerial Responsibility

Has no supervisory/managerial responsibilities.

Computer/Office Equipment Skills

• Experience with financial reporting or tax analysis software preferred.
• Intermediate skills with Microsoft Office Suite including Outlook, Word, and Excel.

Language Skills

• Ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations.
• Ability to present information in a manner appropriate for key stakeholders and all levels of the organization.

• Strong writing and grammatical skills relating to preparing credit memos, addendums, memorandums, and all forms of written communication.

Other Skills and Abilities

• Unquestioned personal and professional integrity.
• Ability to work both autonomously and collaboratively in a fast-paced environment.
• Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines.
• Adaptive to change, responds positively to altered circumstances or conditions.
• Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems etc.
• Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
• Data analytics and data validation skills and proficiency in business data analysis (MS Excel, etc.).

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently

Ability to stand, walk, and use hands to handle or reach 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 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)

#LI-FW1

#indgen

Mountain America Center

9800 South Monroe Street

Sandy, UT 84070

SCHEDULE:

Monday-Friday 10:30am-7pm

Rotating Saturdays 9am-3pm

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

• Provides quality service to credit union members to assist with the titling process to enhance their financial relationship with Mountain America.
• Adheres to call handling and quality review procedures.
• Assists loan officers in perfecting titles on all auto, boat, and RV loans to ensure that Mountain America has secured the collateral.
• Promotes and maintains effective partnerships with branches, member service teams and Credit Union members.
• Serves as a liaison with all state and/or county Department of Motor Vehicles (DMV) to obtain titles, solve problems, research issues to ensure timely processing of title paperwork.
• Knowledge of DMV related fees and forms to ensure proper and timely processing of titles.
• General understanding in all title processing responsibilities including, but not limited to:
  • Member & Dealer payoffs
  • Releasing titles to members and other financial institutions
  • Request for letters of guarantee
  • UCC filing and follow-up
  • Outstanding title follow-up
• Serves as a liaison with other financial institutions and dealers to obtain titles, solve problems, research issues to ensure timely processing of title paperwork.
• Accurately records title notes on member accounts to ensure proper and timely follow up occurs with member, financial institution, dealer or Mountain America teams.
• Responsible to maintain accurate filing of title paperwork to ensure timely processing of titles.
• Performs 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

One to three years of similar or related experience

Education

High school diploma or equivalent

~

Licenses, Certificates, Registrations

n/a

Computer/Office Equipment Skills

Adding machine/10-key. Type a minimum of 35 words per minute. Basic computer operating skills (windows navigation, mouse/keyboard functionality.) Intermediate to advanced level skill in Microsoft Office including Word, PowerPoint, and Excel.

Managerial Responsibility

Has no supervisory/managerial responsibilities

Language Skills

Must have the ability to read, understand and carry out instructions in written and oral form.

Other Skills and Abilities

Must be able to communicate effectively in a team environment. Must be dependable, detail-oriented, self-motivated and possess good customer service skills and excellent follow through. Must be able to work independently with little to no supervision.

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 50 pounds occasionally

Environmental

There are no unusual environmental factors

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.***

#INDGEN

Mountain America Center - Hybrid:

9800 S Monroe St
Sandy, UT 84070

SCHEDULE

Full Time

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

• Maintains Mountain America’s mission, vision, and values by providing quality service to credit union members to resolve problems and enhance their financial relationship.
• Provide superior customer service to both internal and external customers via email and telephone, escalate complex concerns as directed
• Accurately and efficiently initiate card claims, and advises business partners in the same.
• Utilizes critical thinking to investigate complex card fraud, card disputes and ATM dispute cases in which members are victims or perpetrators.
• Own the outcomes and decisions of these investigations, recognizing their direct financial impact on the member experience and organizational trust
• Meticulously review rebuttal documentation and compelling evidence provided by merchants on card fraud claims, and respond effectively to ensure favorable recovery outcomes
• Gathers and documents critical evidence including transaction information, internal reports, online banking records, security footage, and other appropriate evidence
• Work closely with Fraud Data Analysts to communicate card fraud findings or issues, contributing to the improvement of card fraud rules and prevention strategies
• Interviews members, internal partners, and reviews filing phone calls to clarify affidavit statements, as needed
• Accurately and appropriately issue credits to members’ accounts, as directed
• Process technical and quality reviews to ensure accurate submission of all card claims, both fraud and non-fraud
• Processes all card claims submissions across multiple networks
• Promptly and appropriately logs complaints and submits Unusual Activity Referrals (UAR’s) to the BSA Team
• Gathers and provides feedback on other business units in regard to all ATM, Card Fraud, and Non-Fraud Card disputes to Dispute Resolution Specialists III’s for training and coaching.
• Assists process improvement and surfaces ideas and feedback to management.
• Keeps current on fraud trends and complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E and other regulations as required by law as it relates to the position.
• Perform 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:

• 2+ years of retail banking or related financial service and customer service experience
• Fraud or Dispute related experience preferred
• Knowledge of Visa, STAR, and/or Co-Op network rules preferred, but not required

Education:

Associate degree or equivalent work experience

Licenses, Certificates, Registrations, Trainings:

None

Computer/Office Equipment Skills:

Microsoft Office Suite knowledge and the ability to learn applicable software to do the job.

Managerial Responsibility:

Has no supervisory/managerial responsibilities

Language Skills:

Must have the ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of employees, members, or clients.

Other Skills and Abilities:

• Prefer general knowledge of credit union operations and organizational structure.
• Must have demonstrated great organizational skills. Must have demonstrated attention to detail.
• Ability to communicate effectively using written and verbal communication
• Ability to show effective decision-making skills and recognize the appropriate action to be taken based on recovery probability in both fraud and non-fraud claims
• Has a thorough knowledge of regional and international card network rules and regulations, and Credit Union policies and procedures, applicable to card fraud claims
• Ability to take feedback and implement goals to make improvements.
• Ability to accel in a fast-paced and goal-oriented environment.
• Ability to meet deadlines and adhere to defined time frames.

PHYSICAL ABILITIES / WORKING CONDITIONS:

Physical Demands:

Requires sitting, using hands to handle or feel, reaching with hands and arms, talking and hearing.

Vision Requirements:

Requires close, distance, color, peripheral and depth perception vision as well as the ability to focus.

Weight Lifted or Force Exerted:

Frequently lifts up to 10 pounds, occasionally lifts up to 25 pounds and rarely lifts up to 100 pounds.

Environmental:

Office type conditions, indoors.

Noise Environment:

Moderate noise such as in a business office with equipment and light traffic.

Mountain America Center - Hybrid:

9800 S Monroe St
Sandy, UT 84070

SCHEDULE

Full Time

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

• Works with commercial lending leadership, loan officers, underwriters, borrowers, closing specialists, loan servicing, and various third parties to coordinate modification requests, file reviews, and loan reviews for less complex structured CRE loans, which may include singular borrowers, minimal amount of guarantors, and smaller loan balances generally up to $5 million.

• Has a general understanding of CRE loan documentation and operates in accordance with the policies, procedures, and guidelines of the company and business units.

• Has a general understanding of business tax returns, personal tax returns, schedule K-1s, financial statements, and rent rolls.

• Understands and demonstrates a high level of written communication relating to loan file documentation, memorandums, and all forms of written communication.

• Performs post-file reviews of recently closed less complex CRE loans and notes any exceptions that need to be addressed.

• Works directly with members to gather financial documents as required for loan reviews.

• Prepares less complex modification documents and ensures updates to the core system are in place and accurate.

• Ensures accurate records are maintained in loan files including lien perfections.

• Ensures CRE loan ticklers are properly documented and maintained.

• Ensures regular communication through the modification process with management, loan officers, and members.

• Processes invoices from vendors, appraisers, and other third parties.

• Coordinates with servicing on site visits as required for loan reviews.

• Performs annual reviews on CRE loans including payment history, property tax status, credit scores and similar criteria to complete the annual review form. Makes recommendations for loan grade adjustments.

• Accurately produces, reviews and processes payoffs and payoff statements.

• Assists commercial leadership with portfolio reporting.

• Manages incoming calls and Portfolio Management email inbox, returning calls and emails within a 24-hour turnaround.

• Manages physical file storage room and paid off loans by scanning and uploading paid loan files to assigned storage system.

• Sends out rate adjustment letters, final notices, and default notices to members.

• Provides superior customer service both internally and externally with regard to CRE loans.

• Works together with all teams to accomplish monthly, quarterly and annual goals.

• Problem solves and provides suggestions to improve processes and efficiencies.

• Performs 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

One year loan closing or servicing experience in a progressive financial setting, working in a lending setting preferred.

Education

Equivalent to a two-year college degree or equivalent experience.

Managerial Responsibility

Has no supervisory/managerial responsibilities.

Computer/Office Equipment Skills

• Intermediate skills with Microsoft Office Suite including Outlook, Word, and Excel.

• Experience with loan origination systems preferred.

• Experience with loan documentation software preferred.

• Experience with Symitar preferred.

Language Skills

• Good oral communication skills with demonstrated ability to present information in a manner appropriate for key stakeholders and all levels of the organization.

• Good writing and grammatical skills relating to preparing credit memos, addendums, memorandums, and all forms of written communication.

Other Skills and Abilities

• Unquestioned personal and professional integrity.

• Ability to work independently with moderate supervision.

• Ability to work both autonomously and collaboratively in a fast-paced environment.

• Self-starter with good organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines.

• Adaptive to change, responds positively to altered circumstances or conditions.

• Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems etc.

• Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently

Ability to stand, walk, and use hands to handle or reach 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 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)

#indgen

#LI-FW1

Mountain America Center - Hybrid:

9800 S Monroe St
Sandy, UT 84070

SCHEDULE

*This is a Hybrid Schedule- this team is in office 3 days a week (Tuesday, Wednesday, and Thursday) with 2 days remote (Monday and Friday)

Managerial Responsibility

None

Computer/Office Equipment Skills

• Advanced level skill for Microsoft Office (Outlook, Word, PowerPoint, Excel), especially Excel.
• Knowledge of computer assisted audit techniques preferred.
• Experience with data analysis software, such as ACL, IDEA, and/or Picalo, preferred.

Language Skills

• Demonstrated ability to clearly communicate verbally and in writing.
• Demonstrated ability to read and follow instructions.

Other Skills and Abilities

• Ability to perform ad hoc data analysis in conjunction with audits, as necessary.
• Understanding of financial institution operations and transactions.
• Ability to communicate effectively and courteously.
• Ability to understand regulations.
• Understanding of the credit union data system and ability to use a computer, and software applications.
• Ability to recognize and analyze problems, improprieties, and opportunities for improvement.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently

Ability to stand, walk, and use hands to handle or reach 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 25 pounds occasionally may need to lift up to 50 pounds.

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.***

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

• Maintains Mountain America’s mission, vision, and values by providing quality service to credit union members to resolve problems and enhance their financial relationship.

• Mentors, coaches and trains Fraud Investigators I and II

• Assists management with training presentations with other departments, including the Service Center

• Provides high-quality phone support to members, external financial institutions, and internal business units on fraud related issues

• Processes reimbursements for member’s Fraud Affidavits in a timely manner

• Acts as a point of escalation for the team

• Utilizes critical thinking to investigate complex and high dollar check, account, and loan fraud cases in which members are victims or perpetrators

• Interviews members and internal partners to clarify statements and circumstances that led to fraud, as needed

• Interviews suspects, when appropriate

• Accurately and appropriately issue credits to members’ accounts

• Reviews branch video surveillance and recorded phone calls for material evidence

• Copiously documents all activities

• Constructs formal reports and case summaries for potential referrals to law enforcement

• Provides internal support to other business units on fraud related issues, as directed

• Utilizes case management reports to redirect work as needed with an emphasis on the team achieving departmental KPI goals

• Develops and maintains a working relationship with departments, branches, and contacts at other financial institutions to expedite exchange of information and to obtain assistance and counsel when needed on all matters pertaining to fraud.

• Evenly distributes new case workload throughout the team

• Updates and is an active stakeholder in team procedures

• Provides constructive verbal and written feedback to team, department, and other business units as needed

• Conducts formal reviews of internal calls and cases and provides feedback, as needed

• Partners with peers at other financial institutions to reduce risk and loss to the credit union

• Establishes and maintains professional relationships with Law Enforcement

• Testifies in court, as required

• Evaluates fraud-related reports, as directed

• Oversees case and call quality review processes and delivers feedback to both Investigators and management

• Train and provide guidance to Intake Specialists and Investigators I and II and provide feedback as appropriate for coaching and development.

• Train and present to other business units on fraud investigations and material

• Leads by example

• Lead special projects, as assigned

• Drives process improvements

• Promptly and appropriately logs complaints and submit SAR referrals

• Keeps current on fraud trends and complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E and other regulations as required by law as it relates to the position.

• Performs 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 of experience in complex financial investigations

Education

Bachelor’s degree or equivalent and related work experience

Licenses, Certificates, Registrations, Trainings

Certified Fraud Investigator or similar desirable

Computer/Office Equipment Skills

Working knowledge of PC’s, Windows, internet browsers, e-mail, Intermediate level Word and Excel. Knowledge of Internet security and protocols. Ability to applicable software applications.

Proficiency with investigation case management software

Managerial Responsibility

Has supervisory/managerial responsibilities part time, and/or is restricted to assigning work and supervising the efforts of a small subordinate group of employees. The majority of work is performed individually.

Language Skills:

Must have the ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of employees, members, or clients.

Other Skills and Abilities

Proficient in verbal and written communication

Tact and diplomacy are critical to this position

Objective critical and analytical thinking are critical to this position

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Must be able to and use hands to handle/feel occasionally

Ability to stand, walk, sit, talk, and hear consistently

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

Frequently lifts up to 10 pounds, occasionally lifts up to 25 pounds and rarely lifts up to 100 pounds.

Environmental

There are no unusual environmental factors (such as a typical office)

Noise Environment

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

Mountain America Center

9800 S Monroe St
Sandy, UT 84070

SCHEDULE

This is a hybrid role with both in office and remote work, depending on business need.

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

• Provides leadership and development of direct reports to ensure the highest level of performance and competence of Fraud Intake and Alerting Operations Team; builds a high performing team with succession plans, cross-training, stretch goals and objectives for each team member.
• Working with VP of Fraud Management, define the strategic plan for the development and maintenance of MACU’s fraud intake and Alerting Operations Team platforms, policies, procedures, and standards. Responsible for implementation, execution, and outcomes. Ensures the strategy emphasizes operational excellence and providing exceptional member experience.
• Partnering with the leadership of the Fraud team to implement and maintain advanced fraud detection systems to ensure they are continuously updated to counter new threats.
• Establish KPI and SLA standards and ensures the team consistently meets or exceeds standards. Responsible for providing regular reporting to fraud and senior leadership.
• Leads and directs the management of vendor relationships and systems utilized by the Intake and Alerting Operations Team
• Define, execute, and supervise team projects, establish project plans, timelines, communicate progress, and ensure on-time delivery. Develop and maintain a culture of ownership, accountability, speed and focus. Take responsibility for the overall results of the Fraud Intake and Alerting Operations Team
• Responsible for call tree solutions and effectiveness and all Fraud team Knowledge Center content.
• Provide direction and support to Analysts who review fraud alerts, manage escalation processes, and ensure the timely resolution of confirmed fraud events. Collaborate with the data and analytics team to develop actionable insights and strategies to around patterns and trends in fraudulent activities.
• Oversee the investigation and remediation of fraud incidents, ensuring timely escalation and reporting to senior management and regulators
• Mentor and develop staff members on the latest fraud detection techniques and ensure the team is equipped to handle member cases.
• Regularly collaborate with other Fraud teams and business units to identify and mitigate emerging fraud threats.
• Leads development of training used by the Fraud team and other business units to help reduce fraud risk, increase efficiency, and improve member experience in matters related to fraud, as appropriate.
• Critical leader in collaborative partnership between Fraud and Member Services focused on reporting fraud metrics to the branches and service center that will enhance the prevention of fraud and protect members.
• Continuously monitor and comply 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), SBA regulations, Regulation E, Regulation Z, and other regulations as required by law as they relate to this role. Actively participate in routine audit processes associated with these regulations.
• Keep current on fraud trends and potential threats.
• Other duties as assigned.

Knowledge, Skills and Abilities

• Education

Bachelor’s degree in business, finance or related field. OR 4 years additional combined progressive experience in a financial setting. Education must be from an accredited institution.Education and work experience will be verified. Master’s degree preferred.

• Experience
  • 9+ years in banking/financial services. Working in fraud detection and prevention preferred.
  • 5+ years leadership experience, managing multiple teams and levels of leadership with an ability to lead and mentor staff effectively.

• Licenses, Certifications, Registrations
  • Certified Financial Crime Investigator or other related certification preferred

• Managerial Responsibility
  • Has supervisory/managerial responsibilities that are direct or through work leaders or assistants, typically with a subordinate group of 2 to 15 employees. Estimates personnel needs and assigns work to meet these needs. Supervises, coordinates and reviews the work of assigned staff. Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy.

• Computer/Office Equipment Skills
  • Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel.
  • Experience and knowledge of CRM and/or other customer management software.
  • Experience with Symitar preferred.

• Language Skills
  • Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
  • Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.

• Other Skills and Abilities
  • Demonstrated advanced understanding of customer experience standards and metrics
  • Strong understanding of fraud detection processes, policies, and tools, as well as relevant regulations and industry best practices
  • Demonstrated experience working with regulatory bodies that oversee fraud prevention and compliance.
  • Experience working with e-commerce, online retail or payment processing or working with companies where digital fraud is prevalent is preferred.
  • Excellent leadership and demonstrated ability to recruit, engage and coach employee performance.
  • Experience in all applicable deposit related compliance regulations and applicable laws.
  • Ability to work both autonomously and collaboratively in a fast-paced environment.
  • Self-starter with strong organizational and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
  • Adaptive to change, responds positively to altered circumstances or conditions
  • Demonstrated ability evaluating processes and identifying opportunities to improve experience and efficiency.
  • Strong analytical and problem-solving skills to identify and resolve complex fraud-related issues.