Fraud Intake Assistant Manager

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

Assists in overseeing the operations and personnel of the Fraud Management Intake Team, ensuring the delivery of high-quality and efficient service to internal partners and members. Offer effective solutions to common challenges, fostering a culture of problem-solving within the team. Collaborate with various departments to manage both internal and external calls effectively, optimizing communication processes for enhanced member service delivery.

Job Description

LOCATION

Mountain America Center - Hybrid

9800 S Monroe St
Sandy, UT 84070

SCHEDULE

Full Time; this is a hybrid schedule and there will be in office expectations based on business need.

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 and internal partners to solve problems and enhance the members’ financial relationship; and coach others to do the same.
• Supervises employees including coaching and development, minor disciplinary actions, performance appraisals, goal setting, reward and recognition, career development, etc.
• Establishes performance goals and measures for direct reports to ensure quality service standards and expectations are met and exceeded.
• Leads call quality evaluations for the Intake Team, utilizing sound judgment to ensure service excellence, productivity, and accuracy. Recognize and reward team performance accordingly.
• Coaches, trains, and exemplifies effective communication practices with members and across all areas of the credit union, fostering a culture of high-quality interactions for both members and team members.
• Reports to and assists Fraud Intake Manager in all Intake functions.
• Assists in creating and enhancing training for Intake Team employees.
• Works with Fraud Intake Manager to plans for future development of Intake Team functions, skill sets and technology.
• Partners with Fraud Intake Manager to review and develop call quality metrics, monitors and coaches the intake team to standards set.

• Partners with Intake Manger to oversee all Intake Teams functions.
• Logs complaints and submits SAR referrals in accordance with regulatory requirements.
• 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, and coach and hold subordinates accountable to comply.
• Performs other related 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 of progressively responsible experience in a financial institution, specifically in the areas of Fraud, Call Center, or Branch.

Education

• Associate’s degree from an accredited institution in criminology/criminal justice, business, marketing, finance, economics, or related field; or
• 2+ additional years of progressive experience in a financial setting

Licenses, Certificates, Registrations

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. Experience with call-management software is preferred.

Managerial Responsibility

Has managerial responsibilities that are assigned and over seen by manager. Managerial responsibilities are direct or through work/team leaders or assistants.  Estimates personnel needs and assigns work to meet these needs.  Supervises, coordinates, coaches and reviews the work of assigned staff.  Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy/disciplinary 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 at all levels of the organization

• Strong technical writing skills
• Tact and diplomacy are critical to this position

Other Skills and Abilities

• Basic knowledge of the use and function of Automated Call Distributing systems and other telecommunications equipment
• Objective critical and analytical thinking are critical to this position
• Solid knowledge and understanding of credit union policies and procedures in loan origination and new accounts functions
• Ability to coach and direct the work of others to give quality service
• Possess basic knowledge of the use and function of Automated Call Distributing systems and other telecommunications equipment
• Able to supervise and lead others to give quality service
• Experience and ability to sell financial services and train and coach others in referring the products and services of the credit union
• Proven ability to work in a team environment and promote teamwork among staff
• Objective critical and analytical thinking are critical to this position

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)

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