Mountain America Credit Union (MACU) provides comprehensive customer service for its consumer loan products. This includes assistance with questions, hardship modifications, subordinations, payment remittances, reconveyances, adjustments, and more. This article outlines the role of a Consumer Loan Servicing Support Specialist at MACU, highlighting their responsibilities and required skills, offering insight into the level of customer service you can expect.
Responsibilities of a MACU Consumer Loan Servicing Support Specialist
A Consumer Loan Servicing Support Specialist at MACU handles a wide range of tasks for booked consumer loan products such as auto, RV, Visa, signature, student, and home equity loans. Their primary responsibilities include:
- Resolving Member Inquiries: Addressing member questions and concerns regarding loan terms, payments, and other related issues.
- Processing Loan Modifications: Assisting members with hardship modifications, subordinations, and other loan adjustments.
- Managing Payments: Handling payment remittances, payoffs, and processing adjustments.
- Reconciling Accounts: Performing monthly reconciliations and generating reports.
- Ensuring Compliance: Tracking flood insurance and ensuring compliance with the Servicemember Civil Relief Act (SCRA).
- Collaborating with Internal Teams: Working closely with various MACU departments, including Loan Servicing, Titles, Home Equity Lending, and Asset Management.
- Communicating Effectively: Providing timely and accurate service through phone calls, emails, chats, and faxes.
- Maintaining Knowledge: Staying current on MACU’s consumer loan products, processes, regulations, and services.
- Performing Adjustments: Processing loan, share, payment, and error adjustments in the core banking system.
- Educating Members: Providing clear explanations of MACU’s loan processes and regulations.
Skills and Qualifications for MACU Customer Service
To excel in this role, MACU requires specific skills and qualifications:
- Customer Service Experience: A minimum of one year of experience in customer service or operations support.
- Financial Industry Knowledge: Prior experience in banking or a related field (e.g., accounting, titles, insurance, mortgage) is preferred.
- Education: A high school diploma or equivalent is required.
- Computer Proficiency: Basic computer skills, proficiency in Microsoft Office (Outlook, Word, Excel), and a typing speed of at least 35 words per minute are preferred. Experience with Symitar and 10-key is a plus.
- Communication Skills: Excellent verbal and written communication skills are essential.
- Problem-Solving Abilities: Critical thinking and creative problem-solving skills are necessary.
- Professionalism: Maintaining a professional demeanor in all interactions, including escalated situations.
MACU’s Commitment to Customer Service
MACU emphasizes providing quality service to its members. Support Specialists are expected to adhere to department quality service standards in all interactions. They strive to resolve loan problems efficiently and accurately, ultimately strengthening the financial relationships with MACU members. The credit union’s focus on training, internal communication, and compliance ensures that its customer service representatives are well-equipped to handle member inquiries and provide accurate information.
Conclusion
Mountain America Credit Union’s customer service team, specifically the Consumer Loan Servicing Support Specialists, play a vital role in assisting members with their consumer loan needs. Their comprehensive responsibilities, required skills, and commitment to quality service demonstrate MACU’s dedication to providing exceptional support to its members. If you are a MACU member with questions or require assistance with your consumer loan, contacting their customer service team should provide you with the support you need. This description provides a general overview; specific responsibilities and requirements may vary. This job is not available in Colorado or Connecticut.
