Resolution Specialist (Collector)

Mountain America Credit Union; Sandy (UT); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Mountain America Credit Union in Sandy, UT, is seeking a Resolution Specialist hybrid work arrangement. You will deliver personalized service to members, collect past due payments, and assess financial ability to offer resolution options.

You will coordinate with Loan Servicing, Deposit Ops, Fraud, and other teams, ensure regulatory compliance, and document all collection activity. Strong communication and negotiation skills are essential.

Qualifications

• One year of Collections, Loss Mitigation, Loan Servicing, Sales, or Customer Service experience.
• Must have basic understanding of lending-related terminology.

Responsibilities

• Collect past due loans within MACU portfolio and document collection actions.
• Negotiate reinstatements and repayment plans for mortgages.
• Explain MACU policy to members and de-escalate concerns.
• Answer incoming calls from members and branches; maintain accurate files.
• Ensure compliance with regulatory guidelines (NCUA, FDCPA, CFPB).

Skills

Negotiation skills

Telephone communication

Written communication

Lending terminology

Reasoning skills

Research skills

Attention to detail

Self-motivation

Education

High school diploma or equivalent

Tools

Outlook

Word

PowerPoint

Excel

Job description

Job Summary

A Resolution Specialist is responsible for delivering personalized service to the member to resolve past due loan balances. In this role, the Resolution Specialist will collect past due payments and assess the member’s financial ability by providing resolution options that ensure the best outcome for the member and the credit union.

Job Description

LOCATION: Hybrid Mountain America Center 9800 South Monroe Street Sandy, UT 84070

SCHEDULE: 11:30-8 Mon-Fri and Saturday shift is 8:30-5

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

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 One year of Collections, Loss Mitigation, Loan Servicing, Sales, or Customer Service experience.

Education High school diploma or equivalent.

Licenses, Certifications, Registrations n/a.

Managerial Responsibility Has no supervisory/managerial responsibilities.

Computer/Office Equipment Skills Intermediate skills in Microsoft Office (Outlook, Word, PowerPoint and Excel).

Language Skills Must have the ability to read, understand and carry out instructions in written and oral form.

Other Skills and Abilities Exceptional negotiation skills. Outstanding telephone and written communication skills. Ability to maintain professional conduct when interacting with members. Familiarity with lending-related terminology and processes. Excellent reasoning and research skills. Ability to safeguard confidential member and company information. A solid work ethic, high integrity, a positive attitude, and strong attention to detail. Ability to follow instructions but work with minimal direct supervision. Ability to perform mathematical calculations. Ability to communicate effectively. Must be detailed oriented, self‑motivated, have excellent follow through and the ability to multi‑task.

Physical Abilities / Working Conditions

Physical Demands Ability to sit, talk and hear consistently Ability to stand, walk, and use hands to handle or reach 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 occasionally

Environmental There are no unusual environmental factors (such as a typical office) 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.