Loan Servicing Support Specialist

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 Senior Support Specialist assists with questions, hardship modifications, subordinations, modifications due to subordinations, payment remittance, reconveyances, adjustments, adjustment reports, monthly reconciliation reports, flood tracking, and Servicemember Civil Relief Act (SCRA) for booked (post-origination) consumer loan products. These can include (but are not limited to) auto, recreational vehicles, Visa, signature, student, and home equity loans. The primary responsibility of a specialist is to process tasks received from other MACU teams including, but not limited to: Loan Servicing, Titles, Home Equity Lending, Student Lending, and Asset Management, etc. 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.

Senior Support Specialists must maintain an extensive knowledge of Mountain America Credit Union consumer loan products, processes, regulations and services. Senior Support Specialists must be self-sufficient and able to assist other team members with Loan Servicing questions. Senior Support Specialists should be able to effectively communicate via phone, email, with team members, members, 3rd parties, and internal teams. Senior Support Specialists should be able to efficiently process tasks with accuracy and attention to detail with limited supervision.

Job Description

LOCATION

Mountain America Center

9800 S Monroe St

Sandy, Utah

SCHEDULE

Full-Time; Monday

• Friday 10 am

• 7 pm; Rotating Saturdays 9 am

• 3 pm

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

• Supervise Loan Servicing Support tasks when leadership is unavailable by answering team questions, monitoring process volumes, and other duties as needed

• Adhere to department quality service standards in call handling, process handling, internal reviews, and compliance reviews

• Assist with loan and share correction requests. Correction requests may require interest calculations, credit reporting disputes, payment adjustments, and other corrections.

• A support specialist should determine if requests a require a correction or education, as well as provide recommendations to requestors and team members

• 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

• Process requests regarding adjustments, adjustment reports, credit reporting, flood insurance tracking, monthly reconciliation reports, subordinations, reconveyances, Servicemember Civil Relief Act rate reduction benefits, reconciliation reports, hardship modifications (workout loans), and remittance (check payments/payoffs)

• Maintain an extensive knowledge of MACU consumer loans, processes, products and current promotions through ongoing trainings, department updates, Knowledge Center instructions, and credit union internal communications

• Fulfill special projects, as directed.

• Projects may include member hardship outreach/initiatives, system error corrections, and assisting other support teams

• Provide education on MACU loan processes and regulations, as it pertains to individual requests

• Comprehend and interpret loan documents to create understanding

• Comprehend and interpret loan file to process requests and create understanding

• Comply with federal regulations and credit union guidelines applicable to loan origination and servicing

• Collaborate with Consumer Loan Servicing leadership to define and create resolution for team enhancements

• Build and maintain a cooperative working relationship with personnel from branches, Service Center, and other support teams to assist with servicing requests or concerns

• Uphold professional communication in all interactions, including escalated situations

• Respond to requests through email, internal chat, fax or outbound calls

• Assist in shadowing, training, and new hire onboarding for other Loan Servicing team members, as needed.

• 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 preferred. Symitar and 10-Key experience preferred.

Managerial Responsibility

Have no supervisory/managerial responsibilities

Other Skills and Abilities

• Thorough knowledge and understanding of credit union policies and procedures

• Knowledge of MACU departments, which Consumer Loan Servicing supports

• Critical thinking and creative problem solving

• Must have the ability to speak and write in English

• Strong leadership and motivational skills

• 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

Ability to stand, walk, kneel and crouch occasionally

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 25 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.*

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