Indirect Branch Relations Representative (Arizona)

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 Indirect Branch Relations Representative is an essential role in connecting branches and service centers to the indirect department. The role is responsible for the partnership and ongoing training of all branch and service center teams on indirect products, services, and processes.

Job Description

LOCATION

Off-site Arizona

SCHEDULE

Full Time

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

• Train and provide detailed support to branch team members regarding the Indirect Lending program to ensure alignment as One MACU for our members and dealers.
• Facilitate training and ongoing education for Indirect lending products, underwriting guidelines, loan regulations, compliance, MACU loan programs, and procedure changes
• Guide team members through company software and loan origination systems. Train to properly utilize systems for speed, accuracy, and ease of completing a loan application.
• Monitor, review, and report on progress of participants through daily check-ins, surveys and discussions with key managers to be strategic in development direction
• Visit Branches to schedule and host Morning Meetings, 1:1 training with branch (or other MACU teams) team members, Allegro, CRM and Referral training.
• Work closely with Branches and Indirect Dealer Marketing Reps to conduct marketing calls to dealerships when problem solving and/or complaint resolution is needed.
• Applies subject matter knowledge to create, monitor and update content for procedures and/or knowledge center, internal policies, and programs, and maintains material accuracy.
• Facilitation of communication between Indirect and Branch team members for complaint and dispute resolution.
• Evaluates complaints and the unique circumstances to assist in making recommendations for members, dealers, and MACU team members.
• Provides periodic reports and updates based on and tracking and managing branch training and dealer/member complaints.
• Ensure branch teams receive appropriate incentive for Indirect partner referrals through CRM management and processing to support a One MACU dealer experience.
• Facilitate, plan, and coordinate dealer SEG events and collaborate with team members, marketing and other internal stakeholders while representing the credit union and department at ribbon cuttings, grand openings and other credit union activites.
• Provide support on high priority coaching areas to result in process improvements in procedures and training.
• Performs Quality Assurance support according to timelines with clear and concise feedback to aid in process improvements and coaching by management.
• Present training content clearly and confidently to large and small groups, both in-person and remotely
• Consult with subject matter experts and department managers of internal team and supporting areas to ensure development program content is accurate, effectively communicated, and objectives met
• Collaborate with course designers ensuring classes are consistent in design, including presentation materials, participant materials, facilitator materials, etc.
• Collaborate with leaders on process opportunities and improvements for the indirect department and ability to articulate it’s impact on both internal and external partners
• 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 

• 5 years professional experience in a progressive financial setting, working in a lending setting
• Advanced understanding of training and development.
• Knowledge of Adult-learning theory and principles preferred

Education

Bachelor’s degree from an accredited institution in business, marketing, finance, economics or related field.  Education will be verified. OR three additional years combined with experience years in a progressive lending role.

Licenses, Certifications, Registrations

No certifications required

Computer/Office Equipment Skills

• Intermediate skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
• Experience with analytical and reporting software preferred
• Demonstrated experience with Indirect systems including but not limited to: , Dealer Management Systems (DMS), Loan Origination Software (LOS), MACU’s system of record, etc.
• Continues to develops practical knowledge of applications within the business.

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 

• A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
• Ability to speak clearly and confidently in front of small to large audiences.
• Knowledge and understanding of training and communication concepts, practices and procedures.
• Knowledge and skills necessary to build relationships though proactively uncovering and meeting member’s needs.
• Ability to work both autonomously and collaboratively in a fast-paced environment.
• Must have excellent customer service, leadership, communication, organizational and analysis skills.
• 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.
• Effective in variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels.

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.***

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