Resolution Specialist (Collector)

Mountain America Credit Union•Sandy, UT

5d•Hybrid

About The Position

A Resolution Specialist is responsible for delivering personalized service to the member to resolve past due loan balances. In this role, the Resolution Specialist will collect past due payments and assess the member's financial ability by providing resolution options that ensure the best outcome for the member and the credit union. The Resolution Specialist ensures the needs of the membership and the credit union are met through professional, legal, and effective collection procedures. They adhere to MACUWay behaviors, values, and philosophy while fulfilling responsibilities as a team member of the Servicing Operations department and the Credit Union. This role exemplifies a team member to promote and maintain effective partnerships with the team and membership. The Resolution Specialist adheres to quality expectations, ensuring compliance with regulatory guidelines (NCUA, FDCPA, CFPB, etc.) while serving the needs of our membership. They maintain working partnerships with various MACU teams, including Loan Servicing, Deposit Ops, Fraud, etc. to better serve the needs of the membership and organization.

Requirements

One year of Collections, Loss Mitigation, Loan Servicing, Sales, or Customer Service experience.
High school diploma or equivalent
Intermediate skills in Microsoft Office (Outlook, Word, PowerPoint and Excel)
Must have the ability to read, understand and carry out instructions in written and oral form.
Exceptional negotiation skills.
Outstanding telephone and written communication skills.
Ability to maintain professional conduct when interacting with members.
Familiarity with lending-related terminology and processes.
Excellent reasoning and research skills.
Ability to safeguard confidential member and company information.
A solid work ethic, high integrity, a positive attitude, and strong attention to detail.
Ability to follow instructions but work with minimal direct supervision.
Ability to perform mathematical calculations.
Ability to communicate effectively.
Must be detailed oriented, self-motivated, have excellent follow through and the ability to multi-task.

Responsibilities

Collect on all past due loans within the MACU lending portfolio including secured and unsecured loans, negative shares
Resolve problems with member loans and accurately document all collection information to minimize credit union losses.
Collect on mortgages including negotiating reinstatements, repayment plans, discuss loan modifications & workout loan eligibility, while maintaining compliance with regulatory and credit union policy.
Consult members and co-signors via telephone and written communication regarding delinquency, and record any contact made.
Answers incoming calls from members, branches, and service center.
Keys file maintenance on accounts, collect, and transfers payments on delinquent accounts.
Basic understanding of repossession procedures, ability to explain process to members to resolve delinquency.
Validating results of skip trace information.
Overcoming member objections, de-escalation of member concerns, ability to review and explain MACU policy pertaining to individual circumstances.
Performs other duties as assigned.