Job Description

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.

A Consumer Loan Servicing Modification Specialist provides quality service to members and MACU teams by reviewing loans to identify how terms can be modified to mitigate loss while providing financial relief for members in a short-term hardship. These loans include, but are not limited to auto, recreational, Visa, signature, education repayment, and home equity loans. The primary responsibility of a specialist is to review workout loan applications, communicate with members to gather required documents, propose modification terms that meet policy guidelines, communicate decisions to members/MACU teams, and finalize applications after decisioning.

LOCATION

Hybrid-Remote

1 In Office Day Week Required at Mountain America Center 9800 South Monroe Street, Sandy, Utah 84070

SCHEDULE

Monday-Friday 9am-6pm

4 days Remote

1 day In Office (will be set, day to be disclosed)

To be effective, an individual must be able to perform each job duty successfully

• Adhere to workout loan procedures and programs to facilitate the processing of consumer workout loan applications
• Originate, review and process workout loans applications/modifications to meet the needs of members experiencing a financial hardship
• Propose modified terms that align with all established regulations, policies, and guidelines
• Provide timely communication of hardship/modification decisions and mailing of approval/denial notices
• Educate members and MACU teams on workout loan/modification processes and regulations, as it pertains to each application
  • Comprehend and interpret loans to create mutual understanding with callers
  • Provide clear expectations about members willingness and ability to repay workout loan/modification terms
• Adhere to department quality service standards in call handling, process handling, internal reviews, and compliance reviews
• Record all interactions and resolution efforts in Symitar and ALPS
• 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 modifications questions or concerns
• Perform other duties as assigned

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

Minimum of two years customer service or operation support experience required

Minimum of two years banking or other financial experience (i.e., accounting, titles, insurance, mortgage, etc.) preferred

Education

High school diploma or equivalent

Licenses, Certificates, Registrations

Must meet/exceed all performance expectations

Computer/Office Equipment Skills

• Basic computer operating skills
• Basic phone operating skills
• Intermediate skills in Microsoft Office (Outlook, Word, Excel)
• Must be proficient in all relevant internal systems
• Type a minimum of 35 words per minute
• Symitar and 10-Key experience preferred

Managerial Responsibility

Has no supervisory/managerial responsibility

Language Skills

Must have the ability to read, understand and carry out instructions in English in written and oral form.

Other Skills and Abilities

• Thorough knowledge and understanding of credit union policies and procedures
• Knowledge of MACU departments
• 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

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently.

Vision Requirements

Close vision (clear vision at 20 inches or less) Distance Vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally

Environmental

There are no unusual environmental factors

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***

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