Mountain America Credit Union

Collector

• Deliver personalized service to members to resolve past-due loan balances
• Collect past-due payments and assess members' financial ability
• Provide resolution options that achieve the best outcome for members and the credit union
• Use professional, legal, and effective collection procedures
• Promote effective partnerships with teams and members while meeting quality and regulatory expectations
• Maintain compliance with NCUA, FDCPA, CFPB, regulatory guidelines, and credit union policy
• Collaborate with Loan Servicing, Deposit Ops, Fraud, and other MACU teams
• Collect on secured and unsecured past-due loans, negative shares, and other loans in the MACU lending portfolio
• Resolve loan problems and accurately document collection information to minimize credit union losses
• Collect on mortgages, negotiate reinstatements and repayment plans, discuss loan modifications, and assess workout-loan eligibility
• Consult members and co-signors by telephone and written communication regarding delinquency and record contacts
• Answer incoming calls from members, branches, and the service center
• Perform file maintenance, collect and transfer payments on delinquent accounts
• Explain repossession procedures to members
• Validate skip-trace results
• Overcome member objections and de-escalate concerns
• Review and explain MACU policy for individual circumstances
• Perform other assigned duties

Resolution Specialist – Collector

Bilingual

• Answer calls from an inbound queue from members, support teams, and third parties
• Assist with outbound follow-up calls, chats, emails, and fax requests
• Provide quality service to resolve loan problems and enhance member financial relationships
• Adhere to department quality service standards, compliance reviews, internal reviews, and member satisfaction requirements
• Assist with loan correction requests, including interest calculations, credit reporting disputes, payment adjustments, and other corrections
• Perform loan, share, payment, and error adjustments in Symitar
• Handle loan payoff requests accurately and promptly
• Record interactions and resolution efforts in Symitar
• Advise on adjustments, credit reporting, flood insurance, subordinations, reconveyances, SCRA benefits, and check payments/payoffs
• Support loan protection questions, including proof of insurance and debt cancellation products
• Liaise with the Titles team on collateral vehicle title questions and MACU liens
• Maintain detailed knowledge of consumer loans, processes, products, promotions, training, and internal communications
• Educate callers on loan processes and regulations and interpret loan documents
• Comply with federal regulations and credit union guidelines
• Collaborate with branches, the Service Center, and other support teams
• Respond to requests through email, chat, and Online branch messaging systems
• May assist in training other Loan Servicing employees
• Perform other duties as assigned

Resolution Specialist – Collector

Consumer Loan Servicing Specialist, Bilingual English/Spanish