Resolution Specialist (Collector) *Hybrid: Remote & In Office Days Each Week*

Mountain America Credit Union; Sandy (UT); Hybrid; USD 38,000 - 54,000; Full time

Job summary

Mountain America Credit Union is seeking a Resolution Specialist in Sandy, UT, to deliver personalized member service and resolve past-due loan balances. You will collect payments, assess financial ability, and present resolution options that protect both the member and MACU.

The role requires strong negotiation and communication skills, adherence to regulatory guidelines, and teamwork with Loan Servicing, Deposit Ops, and Fraud teams. The position is hybrid at Mountain America Center in Sandy.

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).

Responsibilities

• 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.

Skills

Negotiation

Customer service

Communication

Attention to detail

Multi-tasking

Education

High school diploma or equivalent

Tools

Microsoft Office

Excel

Job description

Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email [e-mail] and every reasonable effort will be made to accommodate your needs in a timely manner.

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.