Consumer Loan Servicing Specialist Spanish Speaking Bilingual Preferred (Remote(

Mountain America Credit Union; United States; Remote; USD 35,000 - 55,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Consumer Loan Servicing Specialist, der mit Fragen und Anpassungen zu Verbraucherkrediten umgeht. Diese spannende Rolle umfasst die Bearbeitung von Anrufen, Chats und E-Mails, um eine qualitativ hochwertige Kundenbetreuung zu gewährleisten. Der Spezialist wird für die Lösung von Kreditproblemen verantwortlich sein und muss über fundierte Kenntnisse der Kreditprodukte und -prozesse verfügen. Wenn Sie eine Leidenschaft für den Kundenservice haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Mindestens ein Jahr Erfahrung im Kundenservice oder Call-Center erforderlich.
• Kenntnisse im Bankwesen oder anderen Finanzbereichen bevorzugt.

Responsibilities

• Beantworten von Anrufen aus einer eingehenden Warteschlange.
• Unterstützung bei Korrektur- und Anpassungsanfragen für Kredite.
• Aufrechterhaltung einer detaillierten Kenntnis der Kreditprodukte.

Skills

Kundenservice

Problemlösung

Microsoft Office

Symitar

Kommunikationsfähigkeiten

Education

High School Diploma oder gleichwertig

Tools

Symitar

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email [e-mail] and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary 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. Job Description

LOCATION

Remote MACU Footprint

Please note we can only consider candidates who reside in: Utah, Nevada, Arizona, Idaho, and Montana

SCHEDULE

Full-time

Monday - Friday 11:00am - 8:00pm; Rotating Saturdays 9:00am - 3:00pm

JOB SUMMARY

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.

To be effective, an individual must be able to perform each job duty successfully.

• 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.

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 one year customer service or contact center experience required Minimum of one year banking or other financial experience (i.e. 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 preferred. Symitar and 10-Key experience preferred.

Managerial Responsibility Have no supervisory/managerial responsibilities Other Skills and Abilities

• 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 Ability to stand, walk, kneel and crouch occasionally 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 25 pounds occasionally Environmental There are no unusual environmental factors Noise Environment Moderate noise (business office with computers and printers, light traffic) #LI-BH1

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.