Delinquency & Loan Resolution Specialist (Hybrid)

Mountain America Credit Union; Sandy (UT); Hybrid; USD 38,000 - 54,000; Full time

Job summary

Mountain America Credit Union is seeking a Resolution Specialist in Sandy, UT, to deliver personalized member service and resolve past-due loan balances. You will collect payments, assess financial ability, and present resolution options that protect both the member and MACU.

The role requires strong negotiation and communication skills, adherence to regulatory guidelines, and teamwork with Loan Servicing, Deposit Ops, and Fraud teams. The position is hybrid at Mountain America Center in Sandy.

Qualifications

• 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).

Responsibilities

• Ensures the needs of the membership and the credit union are met through professional, legal, and effective collection procedures.
• Adheres to MACUWay behaviors, values, and philosophy while fulfilling responsibilities as a team member of the Servicing Operations department and the Credit Union.
• Exemplifies role as a team member to promote and maintain effective partnerships with team and membership. Adhere to quality expectations, ensuring compliance with regulatory guidelines (NCUA, FDCPA, CFPB, etc.) while serving the needs of our membership.
• Maintain working partnerships with various MACU teams, including Loan Servicing, Deposit Ops, Fraud, etc. to better serve the needs of the membership and organization.
• 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.

Skills

Negotiation

Customer service

Communication

Attention to detail

Multi-tasking

Education

High school diploma or equivalent

Tools

Microsoft Office

Excel

Job description

Mountain America Credit Union is seeking a Resolution Specialist in Sandy, UT, to deliver personalized member service and resolve past-due loan balances. You will collect payments, assess financial ability, and present resolution options that protect both the member and MACU.

The role requires strong negotiation and communication skills, adherence to regulatory guidelines, and teamwork with Loan Servicing, Deposit Ops, and Fraud teams. The position is hybrid at Mountain America Center in Sandy.