Consumer Loan Servicing Modification Specialist

Jobtailor; Sandy (UT); On-site; USD 36,000 - 52,000; Full time

Job summary

MACU is seeking an experienced Workout Loan Processor to originate, review, and process workout loan applications and modifications for members facing financial hardship. You will educate members and MACU teams on workout processes and ensure adherence to policies and regulations.

Responsibilities include communicating decisions, recording actions in Symitar and ALPS, and collaborating with branches and the Service Center to maintain service quality and regulatory compliance.

Qualifications

• Minimum two years customer service or operation support experience.
• Two years banking or other financial experience preferred.
• Must meet/read instructions in English (written and oral).
• Proficiency in all relevant internal systems and basic computer skills.
• Minimum typing speed of 35 words per minute.
• Thorough knowledge of credit union policies and procedures.

Responsibilities

• Adhere to workout loan procedures and programs for consumer workout loan applications
• Originate, review, and process workout loan applications and modifications for members experiencing financial hardship
• Review loans and propose modified terms aligned with regulations, policies, and guidelines
• Communicate hardship and modification decisions and mail approval or denial notices
• Educate members and MACU teams on workout loan and modification processes and regulations
• Interpret loans and establish mutual understanding with callers
• Set clear expectations about members' willingness and ability to repay modified terms
• Adhere to quality service standards in call handling, process handling, internal reviews, and compliance reviews
• Record interactions and resolution efforts in Symitar and ALPS
• Comply with federal regulations and credit union guidelines for loan origination and servicing
• Maintain cooperative working relationships with branches, the Service Center, and support teams
• Perform other duties as assigned

Skills

Customer service

Communication

Problem solving

Proficiency in English

Attention to detail

Education

High school diploma or equivalent

Tools

Symitar

ALPS

Microsoft Office

Outlook

Excel

Job description

• Adhere to workout loan procedures and programs for consumer workout loan applications
• Originate, review, and process workout loan applications and modifications for members experiencing financial hardship
• Review loans and propose modified terms aligned with regulations, policies, and guidelines
• Communicate hardship and modification decisions and mail approval or denial notices
• Educate members and MACU teams on workout loan and modification processes and regulations
• Interpret loans and establish mutual understanding with callers
• Set clear expectations about members' willingness and ability to repay modified terms
• Adhere to quality service standards in call handling, process handling, internal reviews, and compliance reviews
• Record interactions and resolution efforts in Symitar and ALPS
• Comply with federal regulations and credit union guidelines for loan origination and servicing
• Maintain cooperative working relationships with branches, the Service Center, and support teams
• Perform other duties as assigned

Requirements

• Minimum of two years customer service or operation support experience required
• Minimum of two years banking or other financial experience preferred
• High school diploma or equivalent
• Must meet/exceed all performance expectations
• Basic computer operating skills
• Basic phone operating skills
• Intermediate skills in Microsoft Office, including Outlook, Word, and Excel
• Proficiency in all relevant internal systems
• Minimum typing speed of 35 words per minute
• Ability to read, understand, and carry out instructions in English in written and oral form
• Ability to speak and write in English
• Thorough knowledge and understanding of credit union policies and procedures
• Knowledge of MACU departments
• Critical thinking and creative problem solving
• Professional phone, chat, and email etiquette
• Ability to talk, hear, sit, use hands to handle or feel, and reach with hands and arms consistently
• Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally
• Close and distance vision
• Role is not eligible to be performed in Colorado or Connecticut

Core Competencies

Demonstrates expertise in processing workout loan applications and modifications while adhering to credit union policies and federal regulations. Proficient in customer service, communication, and problem-solving to effectively support members experiencing financial hardship.

Highest-signal resume keywords

• Workout Loan Processing
• Customer Service Experience
• Credit Union Policies Knowledge
• Microsoft Office Proficiency
• Critical Thinking

ATS Optimization Keywords

Hard Skills

• Loan Origination
• Loan Modification
• Typing Speed of 35 Words Per Minute
• Basic Computer Operating Skills
• Intermediate Microsoft Office Skills

Soft Skills

• Professional Phone Etiquette
• Creative Problem Solving
• Communication Skills

Industry Keywords

• Financial Hardship
• Compliance Reviews
• Quality Service Standards
• Member Education
• Performance Expectations

Tools & Technologies

• Symitar
• ALPS