Inbound Loans Financial Service Representative

Mountain America Credit Union; Utah; On-site; USD 40,000 - 55,000; Full time

Job summary

Mountain America Credit Union is seeking a Loan Servicing Specialist to deliver exceptional member service through phone, online and mobile channels. You will assess needs, advise on products, and process loan applications from start to finish while ensuring regulatory compliance.

Strong communication and cross-selling skills are essential. Responsibilities include interviewing applicants, verifying income and credit details, and coordinating with underwriting and servicing teams to close loans

Qualifications

• At least one year of retail banking or related sales and customer service experience.
• Ability to advise and recommend credit union products to members.
• Ability to manage multiple loan applications simultaneously.
• Knowledge of credit union policies and applicable regulations.

Responsibilities

• Interview members and originate loans via phone and online channels.
• Review credit reports and verify loan criteria.
• Complete processing and closing documents for personal, RV, auto, business loans, and HELOC loans.
• Cross-sell products to meet member needs and support service goals.
• Ensure compliance with applicable laws and regulations.

Skills

Retail banking

Customer service

Multi-channel support

Communication skills

Loan processing

Mathematical ability

Sales cross-sell

Education

High school diploma or equivalent

Tools

Symitar

Microsoft Office

Job description

Job Summary

Delivers extraordinary loan member experiences through the Service Center via online, mobile and phone channels. Receives inbound phone calls and follows up with members on submitted online/mobile loan applications in a timely matter while adhering to established service standards. Completes loans from start to finish, gathers, analyzes, verifies, and processes all necessary information provided by Mountain America members. Assesses, Advises and Assists member to recognize and meet additional member needs by providing quality service through loan servicing transactions and cross‑selling products and services to help our members achieve their financial dreams.

Job Description

LOCATION: MACU Footprint

SCHEDULE: Saturday 8:00 am-4:30 pm; Tuesday-Friday 11:30 am - 8:00 pm (Mountain Time) Sunday, Monday off

Member Focus

Provides exceptional member service via inbound calls and online/mobile channels for credit union membership by assessing member needs, advising to improve their financial situation.

Which includes opening new accounts, servicing existing accounts, and explaining our products and services that best suit our member’s needs and accomplish the credit union objectives.

Recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, technology and cross‑sells products and services as needs arise through a consultation approach.

Consistent focus on increasing member satisfaction, building the membership base and account retention. Expected to meet sales and service goals. Resolves problems by clarifying member complaints, determining the cause of the problem, providing the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution.

Loan Servicing

Interviews members and originates loans by accepting, reviewing, and approving loan applications via the phone and online/loan channel.

Interviews loan applicants, reviewing credit report and cross‑sells loans.

Evaluates and verifies loan applications and credit criteria. Computes debt ratios. Verifies employment and income. Determines value of collateral. Recommends loan decisions and cross sells to meet member needs.

Conducts processing and closing documents for personal, RV, auto, business loans, and HELOC loans. Effectively hands off to underwriting department within limits of authority and notifies applicant of loan decisions.

Complies with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TIS) and other regulations as required by law as it relates to their position Works in conjunction with other business partners (Home Equity, Mortgage, Underwriting, Consumer Lending and Loan Servicing) to ensure we adhere to all established Federal regulatory guidelines.

Other Responsibilities

Performs necessary verification process. Represents the credit union in a professional manner, both in dress and in actions. Keeps work area neat and clean. Responds to online/chat/email/voicemail/missed calls/other communication in a timely manner. Actively participates and completes product knowledge courses. Complies with all regulations as required by law. Performs 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

• At least one year of retail banking or related sales and customer service experience.
• Ability to satisfy immediate and unexpected needs, by recommending credit union products and services with knowledge and confidence.
• Ability to work efficiently and effectively within multiple channels of inquiries.
• Ability to effectively communicate with member via phone to assess, advise and assist in loan application.
• Ability to manage large amount of loan applications.
• Ability to multi-task and maintain composure while handling all member activities and requests.
• Ability to prepare loan documents and cross‑sell financial services of the credit union to ensure quality service.
• Ability to perform mathematical calculations.
• Thorough knowledge of credit union policies, procedures, and regulations.
• Ability to communicate effectively using written and verbal communication.

Education

High school diploma or equivalent.

Licenses, Certificates, Registrations, Trainings

Training to be completed generally during the first 90 days: Annual Loan Certification Product Knowledge Training New Account Training IRA Training Loan Training Loan Follow‑up Training NMLS Certification Must be able to qualify annually as a Mortgage Loan Originator under S.A.F.E Act Registration Computer/Office Equipment Skills Intermediate computer operating skills Intermediate skills in Microsoft Office (Outlook, Word, Excel) Type a minimum of 35 words per minute preferred Symitar experience preferred.

Managerial Responsibility

No supervisory/managerial responsibilities.

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.

Environmental

There are no unusually environmental factors Noise Environment Moderate noise (business office with computers and printers, light traffic. Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.

Follow @MountainAmericaLife on Facebook and Instagram to see why our team members love working at Mountain America!

Mountain America Credit Union is one of the foremost financial institutions in the country, with more than 95 branches located in 5 states (Utah, Idaho, Nevada, Montana, and Arizona). We believe that a healthy balance between work, home life, and play is essential to our team members and our success. We offer a friendly, comfortable and inclusive work environment, fun employee activities and exciting charity events to ensure that no day is dull at Mountain America. Our purpose is to help members enjoy a good life by providing them a positive incentive to save and manage their finances. We also give members easy access to their accounts and allow them to control their funds in a variety of ways, including ATMs, online home banking, mobile banking, direct deposit, automatic payment options and access through a large branch network. When making decisions, we always put members' needs first. It's just the way we do business and a part of the "people helping people" philosophy of credit unions.