Customer Service and Sales Agent

About the Role

As a Sales & Financial Solutions Agent, you will combine exceptional customer service with sales skills to uncover member needs, recommend valuable financial solutions, and create meaningful member relationships. In a fast-paced contact center environment, you will confidently handle member conversations, solve problems, and use Mountain America's AAA sales model (Assess, Advise, Assist) to help members achieve their financial goals. We are looking for individuals who are strong communicators, motivated by helping others, and interested in building a long-term career.

Key Responsibilities

• Balance exceptional member service with accountability, performance goals, coaching, and consultative financial conversations.
• Sales & Relationship Building: 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.
• Communication: 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.
• Compliance: Comply 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.

Requirements & Tech Stack

• Remote Work Requirements:
• Internet Download Speed: 50 Megabytes
• Internet Upload Speed: 10 Megabytes
• Required internet service: fiber, cable, or high-speed DSL. Dial up, satellite, and fixed wireless are not adequate.
• Must be able to connect directly via ethernet cable to the main internet modem.
• Must have a Home Office free of distractions, noise, with a closing door.
• Residency: Candidates must reside in Utah, Nevada, Idaho, Montana, or Arizona.
• Shift Availability:
• Tuesday - Friday: 11:30 am - 8:00 pm Mountain Time
• Saturday: 8:00 am - 4:30 pm Mountain Time
• Note: All shifts are scheduled at Mountain Time and will vary to your local time zone.
• Training Schedule:
• Virtual training: Mon-Fri, 9 am - 5:30 pm MST for the first 8 weeks (4 weeks training and 4 weeks POD).

Qualifications

• High school diploma or GED required.
• 6-12 months of customer service, sales, retail sales, or call centers are preferred.
• Candidates who advance may be required to complete job-related assessments, including an evaluation of bilingual language proficiency.

What Success Looks Like

• Ownership and accountability for performance results.
• Comfortable working toward quality, service, and sales goals.
• Ability to build trust and long-term member relationships.
• Openness to coaching and continuous improvement.
• Adaptability in a fast-paced, changing environment.
• A history of growth, increased responsibility, or strong individual performance.