Interaction Quality Control Analyst

Please reference the schedule and minimum qualifications listed below before applying. If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email macurecruiting@macu.com and every reasonable effort will be made to accommodate your needs in a timely manner. Job Summary The Servicing Quality Assurance (QA) Analyst is responsible for the overall quality of customer interactions. By analyzing and evaluating interactions, the QA Analyst makes improvement recommendations to the Servicing Operations leadership teams and monitors the results of stated recommendations. Analyst should have extensive knowledge of Loan Servicing and Asset Management processes and procedures and be able to conduct reviews with accuracy and attention to detail with limited supervision. Job Description

LOCATION

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 Analyzes and audits service incident data, emails, chats, quality calls, service levels, adjustments/research, reconveyances, subordinations, SCRA, and remittances to identify areas of service delivery that did not meet pre-established performance standards. Provides structured and timely recommendations via verbal and written feedback to leadership. Develops and conducts targeted group coaching/calibration sessions that address service quality deficiencies and improvement opportunities. Uses customer service expertise to assess existing practices and procedures for process improvement opportunities within the Loan Servicing and Asset Management teams. Identifies areas of service improvements and develops suggestions that improve the overall quality of the customer experience when interacting with the Loan Servicing and Asset Management teams. Escalates complaints and concerns to the necessary teams or individuals for resolution. Has a proficient understanding of Loan Servicing and Asset Management policies and procedures. Assists in training other team members. Provides feedback and recommendations for performance improvement or recognition. 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 of customer service or related experience Financial institution or contact center experience preferred Education High school diploma or equivalent Two-year college degree preferred Licenses, Certifications, Registrations None Managerial Responsibility Has no supervisory/managerial responsibilities Computer/Office Equipment Skills Intermediate skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel Experience with financial systems and analytical or 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 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

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) Mountain America Credit Union is an EEO/AA/ADA/Veterans employer. Follow @MountainAmericaLife on Facebook and Instagram to see why our team members love working at Mountain America! Mountain America Credit Union is one of the foremost financial institutions in the country, with more than 95 branches located in 5 states (Utah, Idaho, Nevada, Montana, and Arizona). We believe that a healthy balance between work, home life, and play is essential to our team members and our success. We offer a friendly, comfortable and inclusive work environment, fun employee activities and exciting charity events to ensure that no day is dull at Mountain America. Our purpose is to help members enjoy a good life by providing them a positive incentive to save and manage their finances. We also give members easy access to their accounts and allow them to control their funds in a variety of ways, including ATMs, online home banking, mobile banking, direct deposit, automatic payment options and access through a large branch network. When making decisions, we always put members' needs first. It's just the way we do business and a part of the "people helping people" philosophy of credit unions.