Description
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 Position In Office Mountain America Center/Remote-Utah
SCHEDULE
Full Time
IMPORTANT INFORMATION
Bilingual Spanish Speaking Required
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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