Consumer Loan Servicing Support Specialist

Job Summary

A Consumer Loan Servicing Support Specialist assists with questions, hardship modifications, subordinations, modifications due to subordinations, payment remittance, reconveyances, adjustments, adjustment reports, monthly reconciliation reports, flood tracking, and Service member Civil Relief Act (SCRA) for booked (post-origination) consumer loan products. These can include (but are not limited to) auto, recreational vehicles, Visa, signature, student, and home equity loans.

The primary responsibility of a specialist is to process tasks received from other MACU teams including, but not limited to:
Loan Servicing, Titles, Home Equity Lending, Student Lending, and Asset Management, etc. 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.

Support Specialists must maintain a working knowledge of Mountain America Credit Union consumer loan products, processes, regulations, and services.

Support Specialists should be able to effectively communicate via phone and email.

Support Specialists should be able to efficiently process tasks with accuracy and attention to detail.

• 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, process handling, internal reviews, and compliance reviews.
• Assist with loan and share correction requests. Correction requests may require interest calculations, credit reporting disputes, payment adjustments, and other corrections.
• A support specialist should determine if requests require a correction or education.
• 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.
• Process requests regarding adjustments, adjustment reports, credit reporting, flood insurance tracking, monthly reconciliation reports, subordinations, reconveyances, Service member Civil Relief Act rate reduction benefits, reconciliation reports, hardship modifications (workout loans), and remittance (check payments/payoffs).
• Maintain a working knowledge of MACU consumer loans, processes, products and current promotions through ongoing trainings, department updates, Knowledge Center instructions, and credit union internal communications.
• Provide education on MACU loan processes and regulations, as it pertains to individual requests.
• Comprehend and interpret loan documents to create understanding.
• Comprehend and interpret loan file to process requests and create understanding.
• 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 requests or concerns.
• Uphold professional communication in all interactions, including escalated situations.
• Respond to requests through email, internal chat, fax or outbound calls.
• May assist in shadowing other Loan Servicing team members, as needed.
• Perform other duties as assigned.

• Experience Minimum of one year customer service or operation support experience required
• Minimum of one year banking or other financial experience (i.e. accounting, titles, insurance, mortgage, etc.) preferred
• Education High school diploma or equivalent
• Licenses, Certificates, Registrations Must meet/exceed all performance expectations
• 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.
• Have no supervisory/managerial responsibilities
• Critical thinking and creative problem solving
• Must have the ability to speak and write in English
• Maintain professional phone, chat, and email etiquette
• Exceeds performance goals and expectations

Physical Demands

Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently

Ability to stand, walk, kneel and crouch 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 consistently and up to 25 pounds occasionally

Environmental

There are no unusual environmental factors

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

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