Mountain America Credit Union · 14 hours ago
Service Center Inbound Loan Assistant Manager
Utah, United States
Full-time
Onsite
Mid Level
3+ years expMountain America Credit Union is seeking a Service Center Inbound Loan Assistant Manager to assist in managing the operations and staff of their call center. This role ensures quality service to members and enhances their financial relationships with the credit union through effective coaching, training, and supervision of call center agents.
BankingFinancial ServicesMortgage
Responsibilities
Coaches and trains call center agents regarding sales and servicing techniques
Educates external members regarding products and services
Uses AAA to excel in member experience while leveraging our Products and Services to improve the member’s financial lives
Supervises employees, including coaching and development, minor disciplinary actions, performance appraisals, goal setting, reward and recognition, career development, etc
Assists agents in resolving problem accounts / escalations, while coaching for continuous improvement to enhance agent’s daily productivity
Monitors agents calls and reviews key metrics daily, weekly and monthly ensuring both quality standards and all policy and procedures are met
Assists in the budget and departmental planning sessions driving innovation / improvements across the department
Ability to manage multiple channels of member contact (Inbound and Outbound) - phone, chat, email, mail, applications, etc
Performs audits to ensure we meet the high compliance requirements both externally (regulations) and internally (procedures)
Holds approval authority in making business decisions related to call center agents supervised
Performs other duties as assigned
Qualification
Required
Three years of similar or related experience
Two-year college degree or completion of a specialized course of study at a business or trade school or equivalent
Basic computer operating skills
Advanced skills in Microsoft Office (Outlook, Word, Excel)
Good knowledge and confidence in working with Symitar
Type a minimum of 35 words per minute
10-Key experience
Managerial responsibilities that are assigned and overseen by area manager
Ability to coach and direct the work of others to give quality service
Thorough knowledge and understanding of credit union policies and procedures in loan origination and new accounts functions
Basic knowledge of the use and function of Automated Call Distributing systems and other telecommunications equipment
Ability to supervise and lead others to give quality service
Ability to sell financial services and train and coach others in referring the products and services of the credit union
Ability to work in a team environment and promote teamwork among staff
Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently
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 consistently and up to 25 pounds occasionally
Company
Mountain America Credit Union
Mountain America Credit Union is a member-owned, full-service financial institution.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Chad Curtis
EVP/Chief Financial Officer
Nathan Anderson
Executive Vice President/Chief Operating Officer
Recent News
2026-01-06
2025-12-24
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