member services representative

loan officer

branch manager

financial representative

bank clerk

Mountain America Credit Union

Loan officer - 
A Typical day at work: Branch Morning meeting @ 8:45 every morning (seldom 8am meeting with higher-ups for branch visits) Morning meetings are one of my favorites, some times we play games, reflect, share stories, take turns giving the morning meeting. It allows the Branch to get on the same page and ready for the day, also a time for recognition from management.

What you believe you Learned: MACU does an excellent job of training their employees for promotional jobs. Most people that work at MACU started as a Teller (Member Service Representative) and through MACU's university courses has taught them the necessary knowledge to move up within the company. When I started at MACU I knew NOTHING about finances, i was even struggling with my own. They taught me EVERYTHING I know. From being a teller to moving up to Loan officer within 6mo I was a fully operating loan trained employee.

Management: Every company has its share of bad apples. But if its a Bad orchard it will spoil the bunch. MACU does an excellent job of weeding out the bad apples. As previously stated else where I personally have worked 1 on 1 with over 20 managers in the branches at MACU and there has only been 1 that I've said I wont work for again, not because they were a horrible person, but because they were too much of everyone's friend that they wouldn't be a manager and played around too much. It caused the team to slack off and result in other team members who were dedicated to picking up the slack making them mad at the others. Managers in the branches (the only ones I've worked with) are very easily approachable, they are our friends but they are first our boss's they know when its time to be professional and then its time to play. 

Workplace Culture: MACU has done a great job with its Mission and Vision statement and built trainings and ideologies surrounding them. In other jobs that I have had we talk about the mission and vision statements during the orientation but then never talk about it again. MACU is not like that. We are constantly talking about them and a structure called AAA (triple A) which allows all the team members to know what we are all doing here and the managers help structure it into our morning meetings as well as IDP's. Every team/different branch that I have worked at has treated each other like a family/siblings, if you go to work with a good attitude, your matched with a good attitude. If you go to work sour and petty you will be matched with the same sour petty attitude. MACU is very diverse and you will be welcomed in to the different cultures of those you work with.

Hardest Part of the Job: In a member service position you are required to "sell" products and services, only your not trying to get the member to purchase something, just agree to having it. No product or service that a teller or loan officer offers costs the member money, You just have to explain it in a way to the member that makes sense in order for them to agree to having that product (such as auto pay for their loans) or service (such as meeting with a wealth management advisor for investment's). some say this is the hardest part of the job because it can be daunting to talk with each and every member that comes in to the branch about their personal finances inorder to determine what product or service you can offer them, but it does come with a reward. for each product or service you offer a member comes with an incentive that it is paid out each month on the 2nd pay check of the following month (ex: incentives earned for the month of august will be paid the 2nd pay check of September... so on and so forth) 

The most enjoyable part of the Job: For me is helping people and educating them. As a loan officer now, and even as a teller when I learned more and more about finances and credit etc. The genuine relief that I am able to give members by saving them money on their monthly expenses or insane interest rates etc. make me feel good that I was able to help them. Along with the teams that work with on a daily biases and the genuine fun that i have with them keeps me coming back every day.

The amount of work you put in will reflect in your paychecks.

My typical day at work was new accounts loans processing, notary service and dealing with members concerns.
Management: They talk about core values every morning during M&M before the doors are open and members first but they won't actually live up to what they preach.
Managers will typically  goofing off, hypocrites, back stabbing other managers and employees who they don't like.
Management treats their employees unfairly and unappreciated. It doesn't matter how hard you worked for them, they will replace you because when you a mistake they will not help you fix the problem first but rather they will go around gossiping with other employees about the mistakes you are making instead of just taking the time to teach you how to be a better employee for the company. Jellos to see you performing well even you are  working so hard to make them look good at the end of each year with branch performance.

They want you to offer products and services to every member each time that you help a member. One of they core values of MACU as any other business is honesty and integrity but guess what if you ever do a visa balance transfer to payoff a balance at another company and they offer you credit life and disability do not take it because if something happens to you the insurance company will not pay off the balance for you. The loan offer will tell you it is a peace of mind they will take care of it but MACU knows that on credit card balance transfer they will not pay a dime for you. But they still offer the products to members any ways. 

Hourly rate sucks. 



Enjoyed helping members that I had the opportunity to make they financial dreams come true.

Training is fun, when you get to taking real calls the members are great. Management is ok- lots of AI responses, nobody has the right info on policy changes etc. I was pretty much screwed out of all of my given PTO because of a policy change and people not having correct info. Then there came the blackout- blackout for over 30 days in THE SUMMER, whatever, I didn’t need off for anything urgent so that was fine. Decided to go part time for some personal needs and was told they can’t do that until the blackout is over as if the rest of the world revolves around their needs. I wasn’t asking for a specific day off- just to cut hours. I was overwhelmed by the constant need to fulfill very high expectations in “sales” and keep people in the phone for more than 6 minutes. They start off saying there’s no max handle time- there’s not. If you only take 8 calls in 8 hours you’re a great employee. Especially if you can talk them into the mobile app or mobile alerts! But if you still hit those sales goals but take more calls than everyone else you’ll hear about it. Things really did start great, with management and all. I loved my manager in person but the constant chat gpt response to actual questions and the fact that they never had any real info ( not their fault) was exhausting. I wish it could have worked out and stayed the way it was the first 6 ish months I was employed bc I loved the culture. But this system swap that came from the higher ups to “ improve member experience” seemed to really stress people out and cause un-needed policy changes that affected work/life balance. 

What is the best part of working at the company?
The best part of working at the company was leaving with a clearer understanding of what poor management and low employee support look like.

What is the most stressful part about working at the company?
The most stressful part of working at the company was the lack of effective training and support. Important information was often rushed or overlooked, leaving employees expected to figure things out on their own without proper guidance. This created unnecessary stress and made it difficult to succeed.

What is the work environment and culture like at the company?
The work environment felt highly micromanaged, with little trust given to employees. The overall culture was often hostile and unprofessional, with communication that came across as rude rather than supportive. This created a stressful atmosphere that made it difficult for employees to feel valued or motivated.

What is a typical day like for you at the company?
A typical day involved handling a constant flow of incoming calls while assisting members with a wide range of concerns. The fast-paced environment required patience and adaptability, especially when dealing with challenging interactions. The role could be demanding due to the volume of calls and the expectations placed on employees throughout the day.

Mountain America is a company with its heart in the right place. On paper and very often in practice, the company's approach to business is deeply values oriented and I feel confident saying that the organization as a whole strives to do the most good possible in the communities where it operates - it genuinely cares about the welfare of its members and its employees and wants to be a productive and positive institution. That said, I find myself frustrated with a highly inconsistent implementation of that vision.

There is a noted emphasis on production, but not on putting processes in place to make those production requirements universally fair and attainable. Senior leadership frankly does not give much stock to feedback - they often dwell on a particular idea or policy and consider it to be the only viable course of action, neglecting critical concerns expressed by team members actually tasked with doing the work.

This is all to say that good intentions only go so far, and currently, the nature of an employee's experience at Mountain America is mostly a matter of manager and department roulette. If you join a team with passionate leaders and connected executives, expect to thrive and have bountiful development opportunities.  If you land on a team with closed-ears leaders focused on growing their own influence, you may not have as positive of an experience.

My role as a teller demanded  a significant time commitment, with workdays stretching from 8:40 AM to 6:30 PM, Monday through Friday. I hit about 43 hours every week. The nature of our work, where we interact with numerous members throughout the day, can be emotionally and mentally taxing. By the time I clock out, I often find myself too exhausted to engage in activities that I enjoy or to spend quality time with loved ones.

 One of the most challenging aspects of my role is navigating the pressure of sales quotas. I’m not a sales person. If you enjoy sales then this is the job for you.  While I enjoy serving our members and working alongside a supportive team, the constant push to meet numerical targets each quarter is incredibly stressful. They have ann expectation to achieve quotas, particularly in rescue loans and selling products. It adds a layer of pressure to each interaction with members. You feel compelled to prioritize sales targets over genuinely meeting the needs of our members. This results in offering products that are not beneficial for members just put on their to meet the sales targets. The emphasis on hitting quotas can sometimes overshadow the rewarding aspects of my job, leaving me feeling drained. 


Overall, I think MACU is a good place to work. My department had very bad leadership which led to my departure. In the interview process I asked if they were willing to change my schedule around once I was fully trained as I planned to get a part time job. They said yes. 3 months later when I followed up, they said no because “it would be unfair” to the rest of the team. 
I was part of the “operations support” team. I was trained very poorly and never really learned what I needed for the job. Our managers would act very nice and friendly to us in person but would seem to talk down to us when we had reviews or needed to improve on something. When the team gave the managers their reviews they were shocked that their numbers weren’t as high as they had thought they would be. They spoke with everyone as to figure out why and first thing they said to me was “this affects our bonus.” As if they didn’t care why we thought they weren’t good management, all they cared was the numbers to get their max dollars. Speaking with other co workers, they were wanting to leave departments or even MACU entirely because of our leadership.

Again, I think the managers I ended up with were bad, other departments I hear are great to work for.

Honestly, the culture at MACU is like no other. As a remote service center agent, I felt incredibly supported by my manager and peers here… not to mention they’re super pro-employee. They understand life happens, so they won’t get on your neck for missing a day or two (unless you’re abusing the attendance policy). It’s also not too hard to get shift accommodations here, which is super cool if you’re a student or just wanting to work part time. Awesome attendance policy, awesome management, the only downside is that you’re taking calls all day. It slows down after 7PM on some days, but expect to be taking back to back calls most of the time (especially on Mondays and Fridays). Most members are nice, but expect a jerk or two to call in every now and then. 

 I had to leave since I decided to focus on school for the time being, but if you don’t mind the calls and are decent at sales this place is definitely worth applying to. Keep in mind that it’ll take you around 3-4 months to feel comfortable working here. What you learn in training is only a crumb of everything you need to learn for this position (i hope they improve this one day). You’ll learn as you go :) 

MACU has an awesome culture and vibe as a company, but they don't care about the people their company is stacked up on. Their phones all get directed to the service center, which is manned by underpaid and overworked individuals. PTO & sick time are the same, so don't get sick or wave goodbye to any hopes of having a vacation. 

Your direct supervisor will always claim to be in your corner and that they're going to fight for you to get you what you want and need, but unless you're making them look good (my hitting all your metrics for the month) they don't actually care about you. Unless you're their mvp of their team, you will get fed the same line of garbage of, "I'll do what I can." And then it never goes anywhere.

Promotions are rare, even though they constantly have positions listed. Interviews for promotion or department change never happens, either. Pay raises are insignificant and too far between evaluations. Hours of work are atrocious, as they'll schedule you anytime between 8am and 8pm and you have zero say on if that shift works for you.

A typical day at work includes analyzing credit reports and giving credit calls for various people applying for auto loans. At times it is necessary to call finance managers at dealerships to discuss applications that have been submitted.

Management are very knowledgable and have several years of experience in the industry. They trust employees to do their jobs and make the work place a fun place to be.

Co-workers are all great. Everyone works hard and puts forth the necessary effort to accomplish daily tasks.

The hardest part of the job is verifying the validity of information contained in credit applications and attempting to gain further information from finance managers at dealerships.

The most enjoyable part of the job is having a laid-back atmosphere that allows for freedom to be yourself. Additionally, there are several perks that go along with maintaining relationships with core clients. These include lunches, golf, visits, etc.

Overall things are good. The one area that disappoints is compensation. For the amount of work done the pay is on the lower end of the spectrum.

Top Job Titles	Average Salary
Member services representative 6 salaries reported	$17.33 per hour
Loan officer 2 salaries reported	$18.38 per hour
Branch manager 5 salaries reported	$59,200 per year
Financial representative 3 salaries reported	$18.17 per hour
Bank clerk 4 salaries reported	$15.75 per hour

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