Customer Support Specialist - Loan Servicing

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

Description

The Collections Specialist – Loan Servicing at Idaho First Bank supports the Peak Bank branded consumer loan portfolio by managing delinquent accounts through compliant borrower outreach, payment resolution, hardship identification, and approved payment‑assistance strategies. This role is responsible for managing assigned collection queues and campaigns, working with borrowers to resolve past‑due obligations, accurately documenting account activity and borrower interactions, and identifying accounts that require specialized handling or escalation.

As part of a growing Loan Servicing organization, the Collections Specialist plays an important role in supporting portfolio performance while ensuring borrowers are treated fairly, consistently, and respectfully. The position performs all responsibilities in accordance with established Bank policies and procedures, communication standards, and applicable state and federal laws and regulatory requirements.

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.

Requirements

• High School diploma or equivalent required.
• 1+ years of experience in loan servicing, consumer banking, branch banking, or bank operations preferred.
• Working knowledge of consumer loan products, servicing processes, banking operations is a plus.

About IFB

Idaho First Bank (IFB) is a full‑service state‑chartered community bank established in October 2005 and headquartered in McCall, Idaho. Known for its "People First and Community First" motto, the Bank serves the greater Southwest Idaho and Central Oregon communities. Branch locations include McCall, New Meadows, Eagle, Ketchum, Nampa, Boise, and Bend. Idaho First Bank is a member of the FDIC and an Equal Housing Lender. For more information, visit us at www.idahofirstbank.com.

Equal Opportunity Employer