Consumer Loan Servicing Modification Specialist

Mountain America Credit Union

Consumer loan modification specialist reviewing hardship applications for Mountain America Credit Union. Proposing compliant terms and guiding members through workout-loan decisions.

Posted 8/5/2026full-timeSandy • Utah • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in processing workout loan applications and modifications while adhering to credit union policies and federal regulations. Proficient in customer service, communication, and problem-solving to effectively support members experiencing financial hardship.

Highest-signal resume keywords

Workout Loan ProcessingCustomer Service ExperienceCredit Union Policies KnowledgeMicrosoft Office ProficiencyCritical Thinking

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Loan OriginationLoan ModificationTyping Speed of 35 Words Per MinuteBasic Computer Operating SkillsIntermediate Microsoft Office Skills

Soft Skills

Professional Phone EtiquetteCreative Problem SolvingCommunication Skills

Tools & Technologies

SymitarALPS

Industry Keywords

Financial HardshipCompliance ReviewsQuality Service StandardsMember EducationPerformance Expectations

About the role

Key responsibilities & impact

Adhere to workout loan procedures and programs for consumer workout loan applications
Originate, review, and process workout loan applications and modifications for members experiencing financial hardship
Review loans and propose modified terms aligned with regulations, policies, and guidelines
Communicate hardship and modification decisions and mail approval or denial notices
Educate members and MACU teams on workout loan and modification processes and regulations
Interpret loans and establish mutual understanding with callers
Set clear expectations about members' willingness and ability to repay modified terms
Adhere to quality service standards in call handling, process handling, internal reviews, and compliance reviews
Record interactions and resolution efforts in Symitar and ALPS
Comply with federal regulations and credit union guidelines for loan origination and servicing
Maintain cooperative working relationships with branches, the Service Center, and support teams
Perform other duties as assigned

Requirements

What you’ll need

Minimum of two years customer service or operation support experience required
Minimum of two years banking or other financial experience preferred
High school diploma or equivalent
Must meet/exceed all performance expectations
Basic computer operating skills
Basic phone operating skills
Intermediate skills in Microsoft Office, including Outlook, Word, and Excel
Proficiency in all relevant internal systems
Minimum typing speed of 35 words per minute
Ability to read, understand, and carry out instructions in English in written and oral form
Ability to speak and write in English
Thorough knowledge and understanding of credit union policies and procedures
Knowledge of MACU departments
Critical thinking and creative problem solving
Professional phone, chat, and email etiquette
Ability to talk, hear, sit, use hands to handle or feel, and reach with hands and arms consistently
Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally
Close and distance vision
Role is not eligible to be performed in Colorado or Connecticut

Benefits

Comp & perks

4 days remote and 1 day in office per week
Friendly, comfortable and inclusive work environment
Fun employee activities
Exciting charity events
Reasonable accommodations during the application, interview, and employment process