Consumer Loan Servicing Modification Specialist
About The Position
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.
Requirements
- Minimum of two years customer service or operation support experience required
- 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)
- Must be proficient in all relevant internal systems
- Type a minimum of 35 words per minute
- Must have the ability to read, understand and carry out instructions in English in written and oral form.
- 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
- Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently.
- 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 50 pounds occasionally
Nice To Haves
- Minimum of two years banking or other financial experience (i.e., accounting, titles, insurance, mortgage, etc.) preferred
- Symitar and 10-Key experience preferred
Responsibilities
- 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
Benefits
- Human Resources Team assistance available at 801-366-6947 option 1 or email [email protected] for application assistance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
