Collections Specialist — Loan Servicing & Resolution

Idaho-First-Bank; Boise (ID); On-site; USD 42,000 - 58,000; Full time

Job summary

Idaho First Bank is seeking a Collections Specialist – Loan Servicing to manage delinquent accounts in our Peak Bank branded consumer loan portfolio, performing outreach, payment resolutions, hardship identification, and approved payment‑assistance strategies.

You will document activity in the servicing system, monitor queues, escalate when needed, and ensure compliance with FDCPA, privacy, SCRA, and fair‑treatment requirements while maintaining a professional borrower experience.

Qualifications

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

Responsibilities

• Manage assigned delinquency queues and collection campaigns through inbound and outbound calls, written correspondence, and approved digital channels.
• Work with borrowers to understand delinquency causes, obtain payment commitments, and identify resolution strategies.
• Administer approved payment arrangements, extensions, due-date changes, hardship programs, and other options.
• Explain account status, amounts due, payment activity, loan terms, and options professionally.
• Document borrower contacts, promises to pay, hardship information, and actions in the loan servicing system.
• Monitor accounts for timely follow-up and progression through delinquency strategies and escalation points.
• Identify bankruptcy, deceased borrowers, attorney representation, cease-contact requests, SCRA indicators, fraud concerns, or other special handling and route accordingly.
• Perform skip-tracing and contact research as permitted by policy.
• Escalate accounts requiring charge-off review, settlement, recovery, legal review, or other specialized servicing.
• Maintain knowledge of consumer protection, collections, privacy, SCRA, bankruptcy, credit reporting, and fair treatment laws.
• Meet performance and quality metrics including cure rate, roll rate, promise-to-pay, right-party contact, and productivity.
• Participate in quality reviews, audits, training, and process improvements as the portfolio grows.
• Perform other duties as assigned.

Skills

FDCPA knowledge

De-escalation skills

Regulatory compliance

Attention to detail

Time management

Loan servicing systems

MS Word / Excel

Education

High School diploma or equivalent

Tools

Nortridge

Job description

Idaho First Bank is seeking a Collections Specialist – Loan Servicing to manage delinquent accounts in our Peak Bank branded consumer loan portfolio, performing outreach, payment resolutions, hardship identification, and approved payment‑assistance strategies.

You will document activity in the servicing system, monitor queues, escalate when needed, and ensure compliance with FDCPA, privacy, SCRA, and fair‑treatment requirements while maintaining a professional borrower experience.