Collections Specialist

First Interstate Bank; Billings (MT); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Generous PTO

Child Care Assistance

Exercise reimbursement

Job summary

First Interstate Bank in Billings, MT seeks a Collections Specialist to manage daily delinquent accounts. You will contact customers by phone or mail, negotiate repayment plans, and maintain accurate records. You may prepare collection letters and support processes for investors and management.

The role emphasizes compliance with regulatory guidelines, timely responses, and collaboration with customers to minimize losses while keeping pathways to repayment open.

Qualifications

• High School Diploma or GED required.
• 1–3 years of collections and/or customer service experience preferred.
• Strong written and verbal communication skills.

Responsibilities

• Contacts delinquent accounts by phone or written correspondence.
• Negotiates payment plans to bring accounts current.
• Documents activity and maintains accurate records in the system.
• Generates delinquency letters and reports per policy.
• Collaborates with customers on repayment programs.
• Responds promptly to inquiries and issues.

Skills

MS Word

Excel

Outlook

Communication

Time management

Prioritization

Escalation

Education

High School Diploma or GED

Tools

Microsoft Word

Excel

Outlook

Job description

What’s Important to You

We know your career is just one aspect of a meaningful, complex, and demanding life. That’s why we designed our compensation and benefits package to provide employees and their families with as much choice as possible. The health and happiness of the places we call home matter to us. Learn a little more about what we do for the communities we serve and why we want YOU to be a part of it. Reach for what you want and tell us why your work ethic and willingness to learn make you a natural fit for #TeamFirstInterstate.

• Generous Paid Time Off (PTO) in addition to paid federal holidays.
• Child Care Assistance Program for eligible dependent(s).
• Exercise reimbursement program for employees.

SUMMARY

The Collections Specialist is responsible for the daily collection of payments on assigned delinquent accounts by reviewing documentation and system information, contacting customers by telephone and/or written correspondence, and arranging repayment schedules to minimize loss to the bank. This position may also perform additional duties, including processing changes in terms, negotiating settlements, providing training, and completing other tasks as assigned by management.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Works assigned queues to collect delinquent accounts through phone calls or written correspondence.
• Negotiates payment arrangements with customers to bring accounts current.
• Documents collection activity and maintains accurate records, notes, and comments within the collection system.
• Generates delinquency and/or collection letters in accordance with established guidelines.
• Collaborates with customers on repayment programs.
• Responds to customer inquiries, requests, and issues in a timely manner.
• Processes payments.
• Performs skip tracing, as needed, to locate updated customer contact information.
• Prepares and submits loan accounting system maintenance requests.
• Prepares and submits change-in-terms requests.
• Works closely with investors and/or insurers to resolve delinquencies, as necessary (mortgage).
• Handles NSF checks and other returned payments.
• Performs insurance claim processes (e.g., letters of guarantee, reamortization) and may assist customers with filing GAP claims.
• Stays current on investor, insurer, and regulatory policy changes.
• Maintains delinquency ratios in accordance with established goals.
• Establishes and monitors hardship agreements, as needed.
• Provides cross-training and training on processes and procedures for new employees.
• Performs other duties as assigned or required.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE, SKILLS AND ABILITIES

• Possesses computer skills, including proficiency in Microsoft Word, Excel, and Outlook.
• Demonstrates initiative and sound judgment, with strong oral and written communication skills, including facilitation.
• Ability to prioritize work and remain adaptable under pressure.
• Possesses strong time management and organizational skills.
• Ability to appropriately **escalate** issues requiring problem-solving and decision-making.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to communicate effectively in front of groups of customers or employees.
• Strong interpersonal skills with a team-oriented mindset.
• Ability to meet deadlines.
• Ability to resolve simple to complex issues with minimal supervision.
• Ability to interpret a variety of instructions provided in written, oral, diagram, or schedule form.
• Demonstrates an understanding of applicable federal regulations, policies, and procedures related to debt collection, as well as regulatory and/or investor requirements.

EDUCATION AND/OR EXPERIENCE

High School Diploma or General Education Degree (GED) required 1-3 years experience in collections and/or customer service activities preferred

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

The physical demands and work environment are representative of those that must be met or encountered to successfully perform the essential functions of the job. In compliance with the Americans with Disabilities Act, the company provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. Dexterity of hands/fingers to operate computer keyboard and mouse - Frequently Lifting - Occasionally (up to 10 lbs) Sitting - Frequently Overtime - Subject to business need Noise Level - Moderate Typical Work Hours - M-F (8-5) Regular and Predictable Attendance - Required

EEO STATEMENTS

First Interstate Bank is an equal opportunity employer committed to a diverse workforce and a barrier-free employment process. Employment is based solely on an individual's merit and qualifications directly related to the position. We do not discriminate on the basis of race, color, religion, national origin, ancestry, pregnancy status, sex, age, marital status, disability, medical condition, or any other characteristics protected by law. We make all reasonable accommodations to meet the obligations set forth under the Americans with Disabilities Act (ADA) and state disability laws. In order to ensure reasonable accommodations for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Assistance Act of 1974, and Title I of the Americans with Disabilities Act of 1990, as amended, individuals that require accommodation in the job application process for a posted position may contact us Monday through Friday, 8 am to 5 pm MST at [e-mail]. All applicants must pass pre-employment screenings including a background check. First Interstate BancSystem participates in E-Verify which will require new employees to verify their identity and employment eligibility through the internet-based system operated by the Social Security Administration (SSA) and the Department of Homeland Security (DHS). E-Verify Notice English or Spanish Right to Work Notice English or Spanish