Remote Account Resolution Specialist Deposit Operations

Account Resolution Specialist Job Summary

The Account Resolution Specialist supports internal customers (Service Center Agents, Branches, Corporate Departments) by answering questions and resolving issues regarding MACU systems, ITC, TCR, DPC, DPS and Symitar. The role provides quality service across multiple communication channels to enhance members’ financial relationships with the credit union.

Location: Remote in MACU Footprint

Schedule: Mon‑Fri 9‑6 rotating Saturdays 8‑4:30 and rotating week‑long closing shift 11‑8

• Receives and responds to all escalated member calls from Service Center, Branches, LSI and other member-related corporate departments.
• Handles executive‑level escalations to provide quality service and resolve issues.
• Assists the Accounting Department with TCR, Primelink and ITC calls.
• Provides coaching to coworkers, educating and training them to drive self‑sufficiency.
• Assists the Service Center Help Desk with calls from Service Center, Branches, and other member-related corporate departments.
• Provides management‑level override approval for member transactions.
• Develops and maintains working relationships with departments and branches to support internal calls.
• Provides Service Center management and QA team with feedback to improve processes.
• Acts as a resource for the Service Center and branches in the absence of management.
• Trains and coaches Service Center new hires and mentors help desk agents.
• Researches submitted tickets using member information to find answers and resolutions.
• Performs additional tasks such as management approvals and applying credit union policies and decision‑making hierarchy.
• Complies with all internal MACU guidelines and external federal regulations.
• Represents the credit union professionally in dress and actions.
• Performs other duties as assigned.

3–5 years of customer service or related experience and at least 6 months of Service Help Desk experience or 18 months of MACU experience.

High school diploma or equivalent.

Must meet all expectations of an Agent 3.

Basic computer operating skills; advanced skills in Microsoft Office (Outlook, Word, Excel). Knowledge and confidence in working with Symitar. Typing speed of at least 35 WPM. 10‑key experience.

No supervisory or managerial responsibilities.

Ability to work in a multi‑channel (phone, chat, email) environment; deliver exceptional member experiences even in difficult situations; demonstrate effective decision‑making and recognize appropriate action in higher‑risk situations; work collaboratively with multiple business partners to troubleshoot complex issues.

Speak on the phone, hear, sit, use hands to handle or feel and reach. Vision: clear vision at 20 inches or less and 20 feet or more. Able to lift up to 10 lbs consistently and up to 25 lbs occasionally. Noise environment: moderate noise (business office with computers, printers, light traffic).

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

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.