Consumer Loan Servicing Specialist, Bilingual English/Spanish

This is a fully remote position, open to applicants in Arizona, +4 more states.

📋 Description

• Respond to incoming calls from members, support teams, and third-party entities.

• Assist with follow-up calls, chats, emails, and fax requests on an outbound basis.

• Deliver exceptional service to resolve loan issues and strengthen member financial relationships.

• Comply with departmental quality service standards, compliance assessments, internal audits, and member satisfaction criteria.

• Aid in processing loan correction requests, which include interest calculations, credit reporting disputes, payment modifications, and various other corrections.

• Execute loan, share, payment, and error adjustments using Symitar.

• Accurately and promptly manage loan payoff requests.

• Document interactions and resolution efforts within Symitar.

• Provide guidance on adjustments, credit reporting, flood insurance, subordinations, reconveyances, SCRA benefits, and payment/payoff procedures.

• Address loan protection inquiries, which encompass proof of insurance and debt cancellation products.

• Collaborate with the Titles team on questions regarding collateral vehicle titles and MACU liens.

• Maintain comprehensive knowledge of consumer loans, associated processes, products, promotions, training, and internal communications.

• Educate callers regarding loan processes and regulations, and interpret loan documents accordingly.

• Adhere to federal regulations and credit union policies.

• Work in conjunction with branches, the Service Center, and other support teams.

• Respond to inquiries via email, chat, and Online branch messaging systems.

• May participate in training other Loan Servicing staff members.

• Perform additional duties as assigned.

⛳️ Requirements

• Must reside in Utah, Arizona, Nevada, Idaho, or Montana.

• At least one year of customer service or contact center experience is required.

• A minimum of one year of banking or financial experience is preferred.

• High school diploma or equivalent is necessary.

• Basic skills in computer operations are required.

• Basic phone operating skills are required.

• Intermediate proficiency in Microsoft Office (Outlook, Word, Excel) is required.

• Competence in all relevant internal systems is essential.

• Must possess the ability to communicate effectively in English, both verbally and in writing.

• Professional etiquette in phone, chat, and email communications is necessary.

• Strong critical thinking and creative problem-solving skills are required.

• Must be able to talk, hear, sit, handle or feel with hands, and reach with hands and arms consistently.

• Ability to stand, walk, kneel, and crouch occasionally is required.

• Clear vision for both close and distance tasks is necessary.

• Must be able to lift consistently up to 10 pounds and occasionally up to 25 pounds.

• Must meet or exceed all performance expectations.

• Typing speed of at least 35 words per minute is preferred.

• Experience with Symitar and 10-Key is preferred.

🏝️ Benefits

• Fully remote work available within the Mountain America Credit Union footprint.

• Rotating Saturday work schedule.

• Reasonable accommodations provided throughout the application, interview, and employment processes.

• Equal employment opportunity protections as an EEO/AA/ADA/Veterans employer.