Consumer Loan Servicing Specialist, Bilingual English/Spanish

Mountain America Credit Union

. Answer calls from an inbound queue from members, support teams, and third parties .

Posted 9/21/2026full-timeRemote • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in loan servicing, including handling loan adjustments, compliance with federal regulations, and providing exceptional customer service. Proficient in using Symitar and Microsoft Office to manage member interactions and resolve financial inquiries.

Highest-signal resume keywords

Loan Servicing ExperienceSymitar ProficiencyCustomer Service SkillsCompliance KnowledgeMicrosoft Office Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Loan AdjustmentsInterest CalculationsCredit Reporting DisputesPayment AdjustmentsLoan Payoff ProcessingTyping Speed of 35 Words Per Minute10-Key ExperienceBasic Computer Operating SkillsBasic Phone Operating SkillsConsumer Loan Knowledge

Soft Skills

Professional Phone EtiquetteChat EtiquetteEmail EtiquetteCritical ThinkingCreative Problem Solving

Tools & Technologies

SymitarMicrosoft OutlookMicrosoft WordMicrosoft ExcelOnline Branch Messaging Systems

Industry Keywords

Federal RegulationsCredit Union GuidelinesLoan ProcessesFinancial RelationshipsMember Satisfaction

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Must be located in Utah, Arizona, Nevada, Idaho, or Montana
Minimum of one year customer service or contact center experience required
Minimum of one year banking or other financial experience preferred
High school diploma or equivalent
Basic computer operating skills
Basic phone operating skills
Intermediate skills in Microsoft Office (Outlook, Word, Excel)
Proficiency in all relevant internal systems
Ability to speak and write in English
Professional phone, chat, and email etiquette
Critical thinking and creative problem solving
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
Close vision and distance vision
Ability to lift up to 10 pounds consistently and up to 25 pounds occasionally
Must meet/exceed all performance expectations
Type a minimum of 35 words per minute preferred
Symitar and 10-Key experience preferred

Benefits

Comp & perks

Fully remote work within the Mountain America Credit Union footprint
Rotating Saturday schedule
Reasonable accommodations during the application, interview, and employment process
Equal employment opportunity protections as an EEO/AA/ADA/Veterans employer