Mountain America Credit Union

• Proactively identify member needs through meaningful conversations and recommend products and services that improve financial well-being on every call • Utilize Mountain America's AAA sales model (Assess, Advise, Assist) to create personalized solutions, deepen member relationships, achieve performance goals, and deliver exceptional member experiences • Build trust through clear, professional, and empathetic communication • Actively listen, ask thoughtful questions, explain complex information in an easy-to-understand manner, and create positive member experiences during every interaction • Complies with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TIS) and other regulations as required by law as it relates to their position

• Supports internal customers by answering questions and resolving issues regarding MACU systems, ITC, TCR, DPC, DPS and Symitar • Responds to escalated member calls from the Service Center, Branches, LSI, Collections, and other member-related corporate departments • Assists the Accounting Department with TCR, Primelink and ITC calls • Educates/trains coworkers to drive self-sufficiency • Provides management level override approval for member transactions

Role Description The BSA Compliance Manager is responsible for leading BSA Compliance Operations for the credit union, including direct management of BSA Assistant Managers and oversight of Investigators and Specialists to ensure quality, consistency, and regulatory compliance. This role leads BSA operations within a growing and evolving program environment, with embedded quality control and validation responsibilities and strong partnership across Compliance Risk and other internal teams. The manager is accountable for the effective performance of investigative activities, regulatory reporting, and control processes, including SAR filings, CTR filings, MIL recordkeeping, and CIP quality reviews and support. The BSA Compliance Manager partners closely with the BSA leadership team to support administration of the enterprise-wide BSA/AML/OFAC compliance program. Additionally, this role serves as a key resource to business units by providing guidance on BSA-related matters and supporting the identification and mitigation of financial crime risks, including money laundering, terrorist financing, and other illicit activity. Success in this role includes: - Improving consistency in investigative outcomes - Strengthening quality control effectiveness - Supporting the continued maturation and scalability of the BSA program To be effective, an individual must be able to perform each job duty successfully: - Ensure timely, accurate, and complete filing of all required regulatory reports, including Suspicious Activity Reports (SARs), Currency Transaction Reports (CTRs), FinCEN 314(a) and 314(b) activity, and applicable OFAC reporting. - Oversee the alert‑to‑case and alert‑to‑SAR lifecycle, ensuring appropriate documentation, analytical rigor, and defensible decision‑making. - Establish and maintain investigation standards, escalation criteria, and disposition frameworks to promote consistency and quality across investigative staff. - Maintain and enhance a quality assurance (QA) program to assess adherence to procedures, accuracy of filings, and consistency of investigative conclusions; analyze results and drive corrective actions. - Ensure execution of embedded quality control and validation processes, including CIP quality reviews and support, MIL recordkeeping, and error resolution. - Lead BSA Compliance team operations, including direct management of Assistant Managers who supervise staff performing alert reviews, investigations, SAR filings, CTR filings, CIP quality reviews, MIL recordkeeping, and related regulatory reporting activities. - Analyze operational metrics, trends, and risk indicators to identify emerging issues, control weaknesses, and resource constraints; escalate concerns and remediation plans to BSA leadership. - Coordinate support for regulatory examinations, audits, and internal reviews, including preparation of documentation, metrics, walkthroughs, and management responses. - Partner closely with the BSA Program Manager to provide operational feedback on alert patterns, investigative outcomes, and emerging risks that inform monitoring effectiveness and tuning decisions. - Develop, maintain, and enhance internal procedures, playbooks, and job aids related to investigations, regulatory reporting, and operational BSA controls. - Maintain current knowledge of BSA/AML, OFAC, and financial crimes regulatory requirements, guidance, and emerging typologies. - Perform other duties as required. Qualifications - 7+ years direct experience in a financial compliance, fraud, or BSA/AML role. - 2+ years as a team lead, or similar role, within compliance/fraud/BSA. - Extensive financial and compliance knowledge in working AML-related issues. - Ability to exercise sound judgment and observe the highest degree of confidentiality. Requirements - Certified Anti-Money Laundering Specialist (CAMS) preferred. - Extensive knowledge and application of BSA/AML/CFT laws and regulations. - Familiarity with FFIEC BSA/AML Manual, FinCEN guidance, and OFAC requirements. - Advanced knowledge of risk assessment methodologies, financial crime detection, and ML/TF risk indicators. - Strong problem-solving skills. - Verbal/written communication skills. - Leadership and organizational development skills. - Ability to work effectively and regularly across functions. Benefits - Promotes a culture of compliance, accountability, and continuous improvement. Physical Abilities / Working Conditions - Ability to sit, talk, and hear consistently. - Close vision (clear at 20 inches or less). - Distance vision (clear at 20 feet or more). - Ability to distinguish colors. - Ability to lift up to 10 pounds frequently and up to 25 pounds occasionally. - Typical office environment with no unusual conditions. - Moderate office noise (computers, printers, typical foot 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.

Role Description Works with business members and business account executives to provide merchant processing sales and operational support. - Responsible for managing the merchant processing program in partnership with a vendor. - Provides sales coaching and feedback to Business Account Executives around the merchant product. - Serves as the departmental expert in administering the operation of the Merchant Services Program. - Manages and creates new merchant accounts, counseling users on the features and benefits of various merchant services products, including payment gateway (i.e. web portals, point of sale systems, interactive voice response, and electronic payment technology), as well as merchant processing requirements, costs, and procedures. - Provides technical support for the resolution of merchant services processing, hardware, software, and network issues. - Troubleshoots issues related to internal/external merchant services file transmissions. - Collects, interprets, and analyzes data; prepares reports containing findings, conclusions, and recommendations for member proposals and internal reports. - Oversees ongoing user training programs. - Familiar with First Data reporting and servicing applications including but not limited to Marketplace, Business Track, Co Pilot, and Sourcepoint. - Works directly with the entire business services team on product knowledge and operational training. - Works directly with vendor on escalated service issues. - Responsible for review and maintenance of policy and procedure and managing vendor policy and procedure changes. - Helps management set goals and targets for the program. - Works with the AVP of Business Services to devise and implement merchant strategy. - Performs other duties as assigned. Qualifications - 3+ years of experience in card processing/merchant service operations, OR an equivalent combination of education and experience. - Associates degree or higher is a plus for the role; however, it is not required. - Strong understanding of technology and web browser interfaces. Requirements - A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. - Extensive personal contact with others, usually of a personal or sensitive nature. - Ability to motivate or influence others. - Ability to read, understand, and carry out instructions in written and oral form. - General computer skills including word processing, spreadsheet, and Outlook. - Ability to understand financial statement analysis (income statement and balance sheet) and cash flow. - Excellent written and verbal presentation skills. - Ability to make solicitation calls on the phone. Benefits - 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.

Role Description To assist in and manage the operations and staff of the call center both inbound and outbound calls. To ensure quality service to the members and enhance their financial relationships with the credit union. - Location: Remote MACU Footprint - Schedule: Monday - Friday 10:00 am - 7:00 pm MDT with rotating Saturday and Sunday - Hours could change due to business need To be effective, an individual must be able to perform each job duty successfully: - 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. Qualifications - 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. Requirements - 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. Benefits - Managerial responsibilities assigned and overseen by area manager. - 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. Physical Abilities / Working Conditions - 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. - 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.*** Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.

Role Description The purpose of this job is to compile and analyze Member Service Workforce/Service Level needs. Responsible for forecasting, scheduling, reporting and real-time management of call center operations. Analyze workforce metrics, trends/patterns and resource allocation to meet organizational needs. Responsible for daily management of service levels and develops and analyzes reports as needed. Requires a considerable degree of operational and strategic coordination with multiple internal and external partners. Maintains awareness levels and ensures staff is informed in a timely manner of relevant policies and processes. - LOCATION: Remote MACU Footprint - SCHEDULE: Full Time; typically Mon-Fri 9-6pm MDT - Manages member service scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service level and average speed of answer (ASA) objectives are met. - Monitors multiple increments and daily volume, average handle time (AHT) and staffing requirements to ensure volume is in compliance to member service forecasts. - Monitors Real Time adherence, production statistics to ensure production is managed efficiently throughout the day. - Generates and communicates productivity reports, staffing issues, performance measures and call statistics to member service. - Demonstrates professional behavior, teamwork, punctuality, dependability, and adheres to company policies & procedures. - Develops short term forecasts for member service with a high level of accuracy. - Own forecasting, capacity planning, scheduling, and real-time management for member service. - Understand volume and team capacity to engage management in changing levers on or off to achieve a business unit’s desired outcome—advise management. - Maintain a 3 week out planning process for all of member service. Qualifications - 3-5+ years of similar or related experience; managing workforce via an inbound environment. - Experience with Cisco/Calabrio/Kronos or similar Workforce Management Tools preferred. - Advanced skills in Microsoft Office (Outlook, Word, Excel). - Experience reviewing data visualization tools/dashboards. - Two year degree or equivalent. Four year degree preferred. Requirements - Audit employee’s attendance for tardiness. - Manage service center attendance line. - Have an understanding of all MACU policies/procedures related to attendance and time off. - Strong data, analytical, and root cause analysis. - High attention to detail. - Experience analyzing, interpreting and summarizing complex data as it relates to contact center & branch operations. - Experience preparing and presenting reports, forecasts, trends and recommendations to the team and management. - Strong leadership skills with the ability to influence without authority. Company Description Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.

• Provides primary phone support for members and internal customers by answering fraud questions, filing fraud affidavits and card claims, resolving card and online alerts, and appropriately restricting accounts to mitigate potential loss. • Protects Mountain America’s membership by minimizing fraud loss while maintaining exceptional member experience. • Assists in resolving Visa Fraud related card declines. • Reviews, advises and assists Branches, Service Center with suspicious check reviews and placing/removing holds. • Conducts member interviews related to check concerns and Account Transfers.

Role Description The SBA Loan Officer I is responsible for collecting, reviewing, evaluating, structuring and originating SBA loan requests and all supporting documentation. This individual meets with applicants to explain credit policies and to obtain loan information and documentation. The SBA LO I serves borrowers and prospective borrowers promptly and professionally, provides general credit union information, cross-sells services, and works to ensure the origination of quality loans. This individual is responsible for business development and marketing of existing and prospective accounts. Reports to the AVP SBA Sales. LOCATION: Full Time SCHEDULE: Off-site Utah - Solicits and develops new business, takes applications and processes preliminary documentation for loan requests. - Explains loan products and related credit criteria in a manner that elicits positive responses from members. - Makes retention and development calls on existing and potential new members for both loans and deposits. - Expected to generate loan originations consistent with an entry-level threshold of the MACU SBA team and comparative mid-market levels. - Evaluates credit data, cash flow, financial statements and collateral to determine the credit worthiness of applicants. - Educates members regarding credit union products and services and how they can better serve their individual financial needs. - Communicates clear reasons for denial in a timely manner to applicants when their loan request has been denied. - Presents and helps prepare credit proposals including recommendations for pricing, terms and structure to approving authority(ies). - Understands personal and business financial statement analysis (income statement and balance sheet), cash flow, and business/personal tax returns. - Understands real estate transactions, construction loans, 1031 exchanges, MAI appraisals, title insurance, regulatory requirements, etc. - Works alongside lending support teams to maintain a high quality of work and efficiency in operations to ensure approved loans are originated. - Ensures that members’ requests and questions are promptly resolved. Makes member satisfaction a priority. - Conducts property inspections as necessary. - May assist with the collection of delinquent accounts. - Completes required pipeline, incentive and related reports and records accurately and promptly. - Attends and participates in sales and loan committee meetings as required. - Attends assigned training sessions and stays current on new procedures and policies. - Establishes and maintains effective and professional business relations with members, third parties and other trade professionals. - Develops sales abilities to find SBA real estate sales opportunities for the Credit Union. - Performs other duties as assigned. Qualifications - 2 years of commercial lending/sales or related sales experience. - Knowledge of commercial products and services. - Bachelor’s degree in business, finance or related field from an accredited university or 2 years in a progressive lending position. - Must qualify for access to SBA systems and not be listed on any SAM search or SBA debarment lists. Requirements - Advanced skills with Microsoft Office Suite including Outlook, Word and Excel. - Demonstrated experience with loan origination system preferred. - Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations. - Ability and desire to make solicitation calls in person and on the phone. - Ability to analyze financial statements and determine cash flow, liquidity, debt-to-worth, trends, etc. - Must be self-motivated, self-managed, have strong organizational skills, pay close attention to detail, and follow through appropriately with multiple projects and deadlines. - Has an understanding of NCUA and credit union guidelines for commercial loans. - Has a general understanding of SBA eligibility per the SBA’s Standard Operating Procedures. - Able to minimize Credit Union risk, maximize borrowing potential and maintain the professional reputation of MACU. - Good presentation skills to Credit Committee a must. - Ability to work both autonomously and collaboratively in a fast-paced environment. - Adaptive to change, responds positively to altered circumstances or conditions. - Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies. Benefits - This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person. Company Description Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.

Role Description 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. This position provides quality service across multiple communication channels to enhance our members’ financial relationships with the credit union. - Receives and responds to all escalated member calls from Service Center, Branches, LSI and other member-related corporate departments. - Receives and responds to executive level escalations to provide quality service and resolve any problems that may arise. - Assists the Accounting Department with TCR, Primelink and ITC calls. - Assists coworkers with their problems while educating/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 a working relationship with departments and branches to help front internal calls. - Provides service center management and the Service Center QA team with immediate feedback to improve processes. - Acts as a resource to the Service Center and branches in the absence of management. - Trains and coaches Service Center new hires. - Mentors and trains new help desk agents. - Researches submitted tickets using member information to find answers and resolutions for our members. - Performs many additional tasks including management approvals for SC and Branches and utilizing judgment and responsibility in fulfilling member’s needs using the credit union policies and the hierarchy of decision-making. - Complies with all internal (MACU) guidelines as well as all external (Federal) regulations. - Represents the credit union in a professional manner, in both dress and actions. - Performs other duties as assigned. Qualifications - 3-5 years of customer service or related experience. - At least 6 months of Service Help Desk experience or 18 months of MACU experience. - High school diploma. - Must meet all expectations of an Agent 3. Requirements - 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. Benefits - Not specified in the provided job description. Physical Abilities / Working Conditions - Ability to talk on the phone, 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. - No unusually environmental factors. - Moderate noise (business office with computers and printers, light traffic).

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 A Consumer Loan Servicing Specialist assists with questions, modifications, and adjustments involving booked (post-origination) consumer loan products. These can include (but are not limited to) auto/ RV, Visa, signature, student, and home equity loans. The primary responsibility of a specialist is to answer calls from an in-bound queue. Calls may come from members, support teams (other employees) or third parties. A specialist may also assist with outbound follow up calls, chats, emails, and fax requests. Services provided by a specialist should be timely and accurate to strengthen the financial relationships of our membership. Specialists must maintain a working knowledge of Mountain America Credit Union consumer loan products, processes, regulations, and services. Specialists should be able to effectively communicate with callers for servicing and/or education on existing loan relationships. Job Description Location Fully Remote Spanish Preferred Schedule Full-time; Monday - Friday 11:00am-8:00pm; Rotating Saturdays 9:00am - 3:00pm JOB SUMMARY A Consumer Loan Servicing Specialist assists with questions, modifications, and adjustments involving booked (post-origination) consumer loan products. These can include (but are not limited to) auto/ RV, Visa, signature, student, and home equity loans. The primary responsibility of a specialist is to answer calls from an in-bound queue. Calls may come from members, support teams (other employees) or third parties. A specialist may also assist with outbound follow up calls, chats, emails, and fax requests. Services provided by a specialist should be timely and accurate to strengthen the financial relationships of our membership. Specialists must maintain a working knowledge of Mountain America Credit Union consumer loan products, processes, regulations, and services. Specialists should be able to effectively communicate with callers for servicing and/or education on existing loan relationships. To be effective, an individual must be able to perform each job duty successfully. - Provide quality service to credit union members, support teams, and third parties to resolve loan problems and enhance financial relationships with Mountain America members - Adhere to department quality service standards in call handling, internal reviews, compliance reviews, and member satisfaction responses - Assist with loan correction requests. Correction requests may require interest calculations, credit reporting disputes, payment adjustments, and other loan corrections. - A specialist should determine the merit of a request and whether a correction or education will be provided - Perform loan, share, payment, and error adjustments in Symitar - Handle loan payoff requests in a timely and accurate manner - Record all interactions and resolution efforts in Symitar - Advise on Loan Servicing Support requests regarding adjustments, credit reporting, flood insurance, subordinations, reconveyances, Servicemembers Civil Relief Act (SCRA) benefits, and check payments/payoffs - Provide support and servicing for loan protection related questions including proof of insurance and debt cancellation products - Act as a liaison to the Titles team for title related questions on collateral vehicles to assist in securing, updating, and releasing MACU liens - Maintain a detailed knowledge of MACU consumer loans, processes, products and current promotions through ongoing trainings, department updates, Knowledge Center instructions, and credit union internal communications - Educate callers on MACU loan processes and regulations, as it pertains to individual requests - Comprehend and interpret loan documents to create mutual understanding with callers - Comply with federal regulations and credit union guidelines applicable to loan origination and servicing - Build and maintain a cooperative working relationship with personnel from branches, Service Center, and other support teams to assist with servicing questions or concerns - Uphold professional communication in all interactions, including escalated situations - Respond to requests through email, chat, or Online branch messaging systems - May assist in training other Loan Servicing employees, as needed. - 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 Minimum of one year customer service or contact center experience required Minimum of one year banking or other financial experience (i.e. titles, insurance, mortgage, etc.) preferred Education High school diploma or equivalent Licenses, Certificates, Registrations - Must meet/exceed all performance expectations Computer/Office Equipment Skills - Basic computer operating skills - Basic phone operating skills - Intermediate skills in Microsoft Office (Outlook, Word, Excel) - Must be proficient in all relevant internal systems - Type a minimum of 35 words per minute preferred. Symitar and 10-Key experience preferred. Managerial Responsibility Have no supervisory/managerial responsibilities Other Skills and Abilities - Critical thinking and creative problem solving - Must have the ability to speak and write in English - Maintain professional phone, chat, and email etiquette - Exceeds performance goals and expectations PHYSICAL ABILITIES / WORKING CONDITIONS Physical Demands Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently Ability to stand, walk, kneel and crouch 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 consistently and up to 25 pounds occasionally Environmental There are no unusual environmental factors Noise Environment Moderate noise (business office with computers and printers, light traffic) #LI-SW1 Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.