Consumer Loan Servicing Specialist-Bilingual English & Spanish Speaking ; Remote

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** 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:

** Fully Remote in MACU Footprint MUST Be located in:
Utah, Arizona, Nevada, Idaho, or Montana  
*
* SCHEDULE:

** Monday-Friday 10am-7pm or 11am-8pmRotating Saturdays 9am-3pm  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, Service members 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…