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

Remote Position

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 employe