Mountain America Credit Union is a not-for-profit financial institution serving members through a broad range of banking and financial services. Its offerings include savings and checking accounts, auto loans, credit cards, SBA lending, retirement planning, and related products. With more than 100 branches across several states, the credit union also supports members through online and mobile banking. Its work combines everyday financial services with community involvement and financial education designed to help members plan for and manage their financial goals.
Resolution Specialist - Collector | Mountain America Credit Union
Resolve delinquent loan accounts, collect payments, and negotiate repayment solutions for Mountain America Credit Union. This full-time hybrid position is based in Sandy, Utah.
Description
- Provide personalized member service to resolve overdue loan balances
- Collect delinquent payments and evaluate members' financial capacity
- Offer resolution options that support favorable outcomes for both members and the credit union
- Apply professional, lawful, and effective collection practices
- Build productive relationships with members and internal teams while meeting quality and regulatory standards
- Follow NCUA, FDCPA, CFPB, other regulatory requirements, and credit union policies
- Work with Loan Servicing, Deposit Operations, Fraud, and other MACU departments
- Collect secured and unsecured delinquent loans, negative shares, and other accounts in the MACU lending portfolio
- Resolve account issues and document collection activity accurately to help limit credit union losses
- Manage mortgage collections, negotiate reinstatements and repayment plans, discuss loan modifications, and evaluate workout-loan eligibility
- Contact members and co-signors by phone and in writing about delinquent accounts, recording each interaction
- Handle inbound calls from members, branches, and the service center
- Maintain account files and collect or transfer payments on delinquent accounts
- Explain repossession processes to members
- Confirm the accuracy of skip-trace findings
- Address objections and de-escalate member concerns
- Interpret and explain MACU policies for individual situations
- Complete other assigned responsibilities
Requirements
- At least one year of experience in collections, loss mitigation, loan servicing, sales, or customer service
- High school diploma or equivalent qualification
- Intermediate proficiency with Microsoft Office, including Outlook, Word, PowerPoint, and Excel
- Ability to understand and follow written and verbal instructions
- Strong negotiation ability
- Excellent telephone and written communication skills
- Professional demeanor when working with members
- Working knowledge of lending terminology and processes
- Strong reasoning and research abilities
- Ability to protect confidential member and company information
- Dependable work ethic, high integrity, positive outlook, and careful attention to detail
- Ability to follow direction and work with limited direct supervision
- Ability to complete mathematical calculations
- Effective communication skills
- Detail-conscious, self-motivated, dependable in follow-through, and able to manage multiple tasks
- Ability to sit, speak, and hear for extended periods
- Ability to stand, walk, and use hands for handling or reaching on occasion
- Near and far visual acuity
- Ability to occasionally lift up to 10 pounds
Benefits
- Hybrid schedule combining remote work with weekly in-office days
- Reasonable accommodations available throughout the application, interview, and employment process
- Equal opportunity, affirmative action, ADA, and Veterans employer