Mountain America Credit Union · 2 days ago
Resolution Specialist (Collector)
Sandy, UT
Full-time
Hybrid
Entry Level
1+ years expMountain America Credit Union is a financial institution seeking a Resolution Specialist to provide personalized service for resolving past due loan balances. The role involves collecting payments, assessing member financial situations, and ensuring compliance with regulatory guidelines while maintaining effective partnerships within the organization.
BankingFinancial ServicesMortgage
Responsibilities
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
Qualification
Required
One year collection, loss mitigation, loan servicing or customer service experience
High school diploma or equivalent
Intermediate skills in Microsoft Office (Outlook, Word, PowerPoint and Excel)
Must have the ability to read, understand and carry out instructions in written and oral form
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
Ability to sit, talk and hear consistently
Ability to stand, walk, and use hands to handle or reach occasionally
Close vision (clear vision at 20 inches or less)
Distance vision (clear vision at 20 feet or more)
Ability to lift up to 10 pounds occasionally
Company
Mountain America Credit Union
Mountain America Credit Union is a member-owned, full-service financial institution.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Chad Curtis
EVP/Chief Financial Officer
Nathan Anderson
Executive Vice President/Chief Operating Officer
Recent News
2026-01-06
2025-12-24
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