Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Morgan McCracken

Summary

Experienced leader at Mountain America Credit Union with a strong track record of success in team development, member service, and performance leadership. Known for building high-performing teams and fostering a culture of support, accountability, and continuous growth.


Skilled in training and onboarding new FSRs across multiple teams, consistently driving performance beyond expectations and contributing to “Top of the Mountain” results. Committed to sound decision-making, proactive coaching, and achieving sales and operational excellence while strengthening overall team capabilities.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Inbound Assistant Manager

Mountain America Credit Union
06.2024 - Current
  • Trained and developed a team of newly hired Financial Service Representatives (FSRs), accelerating their transition into fully productive roles.
  • Fostered a collaborative team culture by encouraging shared learning through the Knowledge Center, promoting peer support and continuous development.
  • Achieved 100% of team members meeting or exceeding 2024 performance expectations, including all newly onboarded FSRs.
  • Successfully onboarded and trained five FSRs with no prior lending or Service Center experience, ensuring full integration and performance readiness.

Outbound Team Lead

Mountain America Credit Union
04.2023 - 06.2024
  • Trained new team members on company procedures and policy requirements, ensuring consistent knowledge transfer and compliance from day one.
  • Coordinated and lead between two outbound teams to ensure exceptional service delivered to members.
  • Recognized for subject matter expertise and selected to deliver Debt Rescue training across multiple teams.
  • Regularly facilitated role-playing exercises and skill development sessions to strengthen team members’ AAA skill development.

Assistant Branch Manager

Mountain America Credit Union
11.2020 - 04.2023
  • Supported daily operations and long-term training initiatives to ensure smooth branch performance and strong team communication.
  • Trained and developed new team members to consistently meet branch service standards and align with organizational objectives.
  • Led branch turnaround from bottom-ranked in MACU to consistently ranking in the top 20 for performance.

Education

Associate of Science - Business Management

Brigham Young University - Idaho
12-2024

Skills

  • Team leadership
  • Decision-making
  • Customer service
  • Sales strategies
  • Adaptability and flexibility
  • Coaching and mentoring

Certification

  • MACU Certified Coach

Timeline

Inbound Assistant Manager

Mountain America Credit Union
06.2024 - Current

Outbound Team Lead

Mountain America Credit Union
04.2023 - 06.2024

Assistant Branch Manager

Mountain America Credit Union
11.2020 - 04.2023

Associate of Science - Business Management

Brigham Young University - Idaho

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