Collections Specialist

Insight Global; Boise (ID); Presencial; USD 42.000 - 63.000; Jornada completa

Descripción de la vacante

Insight Global is seeking a detail-oriented collections specialist to manage delinquency queues, secure payment commitments, and administer approved arrangements in accordance with bank policy.

The role requires communicating clearly with borrowers, documenting all actions in the loan servicing system, and escalating complex cases per regulatory requirements. Prior experience in consumer loan collections and familiarity with Nortridge software are preferred.

Formación

• High school diploma or equivalent required.
• 1+ year of experience in consumer loan collections or related roles.
• Working knowledge of consumer loan products and delinquency management.

Responsabilidades

• Manage assigned delinquency queues and collection campaigns through calls, written communication, and approved digital channels.
• Work with borrowers to understand delinquency causes, obtain payment commitments, and identify resolution strategies.
• Administer approved payment arrangements, extensions, and hardship programs per policy.
• Explain account status, amounts due, and available options while maintaining a professional borrower experience.
• Document borrower contacts, promises to pay, hardship information, and follow-up actions in the loan servicing system.
• Monitor accounts for timely follow-up and progression through delinquency strategies.
• Route accounts with bankruptcy, deceased borrower, cease-contact requests, SCRA indicators, or fraud concerns to appropriate processes.
• Perform skip-tracing and research as permitted by policy.
• Escalate accounts needing charge-off review, settlement, recovery, or legal review.
• Maintain knowledge of consumer protection, collections, privacy, SCRA, and fair-treatment requirements.

Conocimientos

collection practices

de-escalation

judgment skills

attention to detail

time management

loan servicing systems

Word and Excel

Educación

High school diploma or equivalent

Herramientas

Nortridge

Descripción del empleo

Essential Functions

• Manage assigned delinquency queues and collection campaigns through inbound and outbound telephone calls, written correspondence, and approved digital communication channels
• Work with borrowers to understand the cause of delinquency, obtain payment commitments, and identify appropriate resolution strategies within established authority
• Administer or facilitate approved payment arrangements, extensions, due-date changes, hardship programs, and other payment‑assistance options in accordance with Bank policy
• Clearly explain account status, amounts due, payment activity, loan terms, and available options while maintaining a professional and respectful borrower experience
• Accurately document borrower contacts, promises to pay, hardship information, payment arrangements, account decisions, and follow‑up actions in the loan servicing system
• Monitor assigned accounts for timely follow‑up and progression through established delinquency strategies and escalation points
• Identify bankruptcy, deceased borrower, attorney representation, cease‑contact requests, SCRA indicators, fraud concerns, disputes, complaints, or other special‑handling conditions and immediately route accounts through the appropriate process
• Perform approved skip‑tracing and contact research when appropriate and permitted by Bank policy
• Escalate accounts requiring charge‑off review, settlement consideration, recovery activity, legal review, or other specialized servicing
• Maintain working knowledge of applicable consumer protection, collections, privacy, SCRA, bankruptcy, credit reporting, and fair‑treatment requirements
• Meet established performance and quality expectations, including cure rate, roll rate, promise-to-pay performance, right-party contact, productivity, documentation quality, and other assigned portfolio metrics
• Participate in quality reviews, audits, examinations, training, process improvement, and servicing initiatives as the portfolio and organization continue to grow
• Perform other duties as assigned

Skills

• Knowledge of collection practices and regulations, including FDCPA and consumer protection requirements, preferred.
• Ability to navigate difficult conversations and de‑escalate conflict.
• Sound judgment and decision‑making skills, particularly in balancing risk mitigation with customer relationships.
• Attention to detail in documentation and regulatory compliance.
• Ability to manage time effectively and prioritize a high‑volume workload.
• Experience with loan servicing systems (e.g., Nortridge) preferred.
• Proficient in Word, Excel and other relevant systems.

Skills and Requirements

• High school diploma or equivalent required.
• One (1) or more years of experience in consumer loan collections, loan servicing, credit administration, or related banking or financial services roles.
• Working knowledge of consumer loan products, delinquency management, and risk mitigation practices.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].