Delinquency Resolution Specialist – Hybrid Role

Mountain America Credit Union; Idaho Falls (ID); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Mountain America Credit Union is looking for a Resolution Specialist to help members resolve past due loan balances through personalized service. The role involves collecting payments, assessing financial ability, and offering resolution options to minimize losses while complying with regulations.

Location is hybrid at Mountain America Center; standard schedule includes daytime hours on weekdays with a Saturday shift. Prior collections or customer service experience is preferred.

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).
• Exceptional negotiation skills and outstanding telephone and written communication skills.
• Ability to multi-task and follow instructions with minimal supervision.

Responsibilities

• Collect on past due loans within the MACU lending portfolio, including secured and unsecured loans.
• Negotiate reinstatements, repayment plans, and discuss loan modifications while ensuring regulatory compliance.
• Contact members via telephone and written communication and document all collection activity.
• Adhere to MACU policies and regulatory guidelines (NCUA, FDCPA, CFPB).
• Collaborate with Loan Servicing, Deposit Ops, Fraud, and other teams as needed.

Job description

Mountain America Credit Union is looking for a Resolution Specialist to help members resolve past due loan balances through personalized service. The role involves collecting payments, assessing financial ability, and offering resolution options to minimize losses while complying with regulations.

Location is hybrid at Mountain America Center; standard schedule includes daytime hours on weekdays with a Saturday shift. Prior collections or customer service experience is preferred.