Remote Part-Time Loan Servicing Specialist

Mountain America Credit Union; Utah; Remoto; USD 42.000 - 65.000; Tempo pieno

Descrizione del lavoro

Mountain America Credit Union is seeking a Consumer Loan Servicing Specialist to handle inbound inquiries and support requests related to post-origination loan products, including auto, RV, Visa, signature, student, and home equity loans. The role emphasizes timely, accurate servicing and strong member communication.

Responsibilities include processing loan corrections, adjustments, and payoff requests in Symitar, maintaining documentation, and educating members on loan processes and

Competenze

• Minimum of one year customer service or contact center experience.
• Minimum of one year banking or other financial experience preferred.
• High school diploma or equivalent.
• Proficient in Symitar and 10-Key.
• Typing 35 words per minute preferred.

Mansioni

• Provide quality service to credit union members, support teams, and third parties to resolve loan problems and enhance financial relationships.
• Adhere to department quality service standards in call handling, internal reviews, compliance reviews, and member satisfaction responses.
• Assist with loan correction requests; corrections may require interest calculations, credit reporting disputes, payment adjustments, and other corrections.
• Record all interactions and resolution efforts in Symitar; manage loan payoff requests timely and accurately.
• Advise on Loan Servicing Support requests regarding adjustments, credit reporting, flood insurance, subordinations, reconveyances, and SCRA benefits.
• Communicate with Titles team for title-related questions on collateral vehicles to secure, update, and release MACU liens.

Conoscenze

Customer service

Banking experience

Symitar

Microsoft Office

Typing 35 WPM

Formazione

High school diploma

Strumenti

Symitar

10-Key

Descrizione del lavoro

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 Off-site Utah

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).

***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***

Mountain America Credit Union

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.