[Hiring] 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.

• 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 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 employees, as needed.
• Perform other duties as assigned.

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.

Requirements

• 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.
• Ability to speak and write in English.
• Maintain professional phone, chat, and email etiquette.
• Exceeds performance goals and expectations.

Benefits

• Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently.
• Ability to stand, walk, kneel, and crouch occasionally.
• Close vision (clear vision at 20 inches or less).
• Distance vision (clear vision at 20 feet or more).
• Ability to lift up to 10 pounds consistently and up to 25 pounds occasionally.