Resolution Specialist (Collector)

macu; Sandy (UT); Hybrid; USD 34,000 - 52,000; Full time

Job summary

Mountain America Credit Union is seeking a Resolution Specialist to deliver personalized service, assess members’ financial ability, and provide resolution options for past due loan balances at the Mountain America Center in Sandy, UT. The hybrid schedule includes a 11:30-8 shift during weekdays with Saturday coverage.

The role emphasizes compliance with regulatory guidelines, teamwork within Servicing Operations, and strong negotiation and communication skills to protect member and credit union

Qualifications

• One year of Collections, Loss Mitigation, Loan Servicing, Sales, or Customer Service experience.
• High school diploma or equivalent.
• Familiarity with lending-related terminology and processes.

Responsibilities

• Deliver personalized service to resolve past due balances and assess member's financial ability.
• Collect past due payments and document all collection activity.
• Maintain compliance with regulatory guidelines (NCUA, FDCPA, CFPB).
• Communicate with members via telephone and written correspondence.
• Collaborate with Loan Servicing, Deposit Ops, Fraud teams to serve members.

Skills

Negotiation

Telephone

Written communication

Lending terminology

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office

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 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.

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.