Resolution Specialist – Collector

Mountain America Credit Union

. Deliver personalized service to members to resolve past-due loan balances .

Posted 10/2/2026full-timeSandy • Utah • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in collections and loss mitigation, with a strong focus on compliance with NCUA, FDCPA, and CFPB regulations. Proficient in negotiating repayment plans and maintaining effective communication with members to resolve loan issues.

Highest-signal resume keywords

Collections ExperienceNegotiation SkillsRegulatory ComplianceCustomer ServiceMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CollectionsLoss MitigationLoan ServicingMathematical CalculationsDocumenting Collection InformationNegotiating ReinstatementsAssessing Workout-Loan EligibilityFile MaintenanceSkip-Trace ValidationUnderstanding Lending Terminology

Soft Skills

Exceptional Negotiation SkillsOutstanding Communication SkillsAttention to DetailProfessional ConductSelf-Motivated

Tools & Technologies

Microsoft OfficeTelephone CommunicationWritten Communication

Industry Keywords

NCUA ComplianceFDCPA ComplianceCFPB ComplianceCredit Union PolicyDelinquency Management

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

One year of Collections, Loss Mitigation, Loan Servicing, Sales, or Customer Service experience
High school diploma or equivalent
Intermediate skills in Microsoft Office (Outlook, Word, PowerPoint and Excel)
Ability to read, understand and carry out written and oral instructions
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
Solid work ethic, high integrity, positive attitude, and strong attention to detail
Ability to follow instructions while working with minimal direct supervision
Ability to perform mathematical calculations
Effective communication skills
Detail-oriented, self-motivated, excellent follow-through, and ability to multitask
Ability to sit, talk, and hear consistently
Ability to stand, walk, and use hands to handle or reach occasionally
Close and distance vision
Ability to lift up to 10 pounds occasionally

Benefits

Comp & perks

Hybrid work arrangement with remote and in-office days each week
Reasonable accommodations during the application, interview, and employment process
EEO/AA/ADA/Veterans employer