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Job SummaryA 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 DescriptionLOCATION:
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.
Skills Required
- At least one year of experience in collections, loss mitigation, loan servicing, sales, or customer service
- High school diploma or equivalent
- Intermediate Microsoft Office skills, including Outlook, Word, PowerPoint, and Excel
- Exceptional negotiation skills
- Outstanding telephone and written communication skills
- Familiarity with lending-related terminology and processes
- Excellent reasoning and research skills
- Ability to perform mathematical calculations
- Ability to safeguard confidential member and company information
- Strong attention to detail, self-motivation, follow-through, and multitasking ability
Mountain America Credit Union Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Mountain America Credit Union and has not been reviewed or approved by Mountain America Credit Union.
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Healthcare Strength — Company materials indicate substantial employer-paid medical coverage with multiple plan options plus HSA/FSA access. Dental and vision are offered at low employee cost, and income-protection benefits like disability and life insurance are included.
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Retirement Support — A 401(k) with company match is available immediately upon enrollment. Feedback suggests retirement benefits are a dependable cornerstone of the package.
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Leave & Time Off Breadth — The program includes numerous paid holidays and PTO that increases with tenure for both full- and part-time staff. Feedback suggests vacation and holiday benefits are a relative strong point.
Mountain America Credit Union Insights
What We Do
It may be our story, but it's all about you. Mountain America Credit Union first opened its doors in the 1930s with a commitment to guiding our members to achieve their financial dreams. Today, our essence—guidance—remains the focal point of our identity. It’s a purpose-driven identity to ensure that everything we do moves you safely along your journey. Call it a path, a trail, or simply a way through. Sometimes it's arrow straight. Other times it has unexpected twists and turns that require knowledge of the road ahead. From wherever you are to where you see yourself going, there is a clear way forward. It's life's financial journey, and we're here to guide you every step of the way. As your financial partner, we'll help outfit you with the tools for the journey ahead—like convenient, flexible products and services designed around how you really live, as well as sound, timely advice to help steer you around any obstacles. This is your journey. Let's begin together, right here. Equal Housing Lender. Insured by NCUA.
