[Hiring] Consumer Loan Servicing Specialist @Mountain America Credit Union

Role Description

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.

Qualifications

• 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
• High school diploma or equivalent
• Must meet/exceed all performance expectations
• Basic computer operating skills
• Basic phone operating skills
• Intermediate skills in Microsoft Office (Outlook, Word, Excel)
• Proficient in all relevant internal systems
• Type a minimum of 35 words per minute preferred
• Symitar and 10-Key experience preferred
• 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

Requirements

• Fully Remote in MACU Footprint
• MUST be located in: Utah, Arizona, Nevada, Idaho, or Montana
• Schedule: Monday-Friday 10am-7pm or 11am-8pm
• Rotating Saturdays 9am-3pm
• 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, which may require interest calculations, credit reporting disputes, payment adjustments, and other loan corrections
• 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
• Maintain a detailed knowledge of MACU consumer loans, processes, products, and current promotions
• Educate callers on MACU loan processes and regulations
• 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
• 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

Company Description

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.