Loan Servicing Specialist Spanish Preferred

Mountain America Credit Union•Sandy, UT

2d•Remote

About The Position

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. Specialists must maintain a working knowledge of Mountain America Credit Union consumer loan products, processes, regulations, and services. Specialists should be able to effectively communicate with callers for servicing and/or education on existing loan relationships.

Requirements

Minimum of one year customer service or contact center 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 preferred.
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
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

Nice To Haves

Spanish Preferred
Minimum of one year banking or other financial experience (i.e. titles, insurance, mortgage, etc.) preferred
Symitar and 10-Key experience preferred.

Responsibilities

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. Correction requests may require interest calculations, credit reporting disputes, payment adjustments, and other loan corrections. A specialist should 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.