Collections Specialist

Insight Global; Boise (ID); On-site; USD 42,000 - 54,000; Full time

Job summary

Insight Global is seeking a Collections Specialist, Loan Servicing to join one of our banking clients. This role focuses on managing delinquent consumer loan accounts, contacting borrowers, and offering compliant payment options.

Requirements include at least 1 year in consumer loan collections or related roles, strong communication skills, and proficiency with Word and Excel. Knowledge of FDCPA and loan servicing platforms is a plus.

Qualifications

• 1+ year of experience in consumer loan collections, loan servicing, credit administration, banking, or related financial services role.
• Knowledge of consumer loans, delinquency management, and collection practices.
• Strong verbal and written communication skills.
• Ability to navigate difficult borrower conversations and de-escalate conflict.

Responsibilities

• Manage assigned delinquent consumer loan accounts and collection queues.
• Conduct inbound and outbound borrower outreach via phone, written correspondence, and approved digital channels.
• Establish appropriate payment solutions with borrowers experiencing delinquency.
• Facilitate payment arrangements, extensions, and hardship programs.
• Document account status, payments, and follow-up activities accurately.
• Monitor delinquent accounts and ensure timely follow-up.
• Escalate accounts requiring specialized servicing or legal review.
• Follow consumer protection, privacy, and credit reporting requirements.

Skills

Verbal and written communication

Attention to detail

Time management

Prioritization

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Job description

Insight Global is seeking a Collections Specialist, Loan Servicing to join one of our banking clients. This individual will support a growing consumer loan portfolio by managing delinquent accounts, communicating directly with borrowers, and helping identify appropriate solutions for past-due obligations.

The ideal candidate has experience in consumer loan collections, loan servicing, banking, or financial services and is comfortable navigating sensitive borrower conversations while maintaining accurate documentation and regulatory compliance.

Responsibilities

• Manage assigned delinquent consumer loan accounts and collection queues.
• Conduct inbound and outbound borrower outreach via phone, written correspondence, and approved digital channels.
• Work with borrowers to understand the cause of delinquency and establish appropriate payment solutions.
• Facilitate approved payment arrangements, extensions, due-date changes, hardship programs, and other payment-assistance options.
• Clearly communicate account status, amounts due, payment activity, loan terms, and available options.
• Accurately document borrower interactions, promises to pay, hardship information, payment arrangements, and follow-up activities.
• Monitor delinquent accounts and ensure timely follow-up.
• Identify accounts requiring specialized handling, including bankruptcy, SCRA, fraud, disputes, complaints, attorney representation, deceased borrowers, or cease-contact requests.
• Perform approved skip tracing and contact research when appropriate.
• Escalate accounts requiring settlement consideration, charge-off review, recovery activity, legal review, or other specialized servicing.
• Follow applicable consumer protection, collections, privacy, credit reporting, and fair-treatment requirements.
• Meet established performance and quality expectations related to collections activity, documentation, productivity, and portfolio performance.

Required Qualifications

• High school diploma or equivalent.
• 1+ year of experience in consumer loan collections, loan servicing, credit administration, banking, or a related financial services role.
• Working knowledge of consumer loans, delinquency management, and collection practices.
• Strong verbal and written communication skills.
• Ability to navigate difficult borrower conversations and de-escalate conflict.
• Strong attention to detail and ability to maintain accurate account documentation.
• Ability to prioritize and manage a high-volume workload.
• Proficiency with Microsoft Word and Excel.

Preferred Qualifications

• Knowledge of FDCPA and consumer protection requirements.
• Experience working with Nortridge or a similar loan servicing platform.
• Professional Spanish speaking and writing proficiency.