Delinquency Resolution Specialist – Loan Servicing

Idaho-First-Bank; Boise (ID); On-site; USD 45,000 - 65,000; Full time

Job summary

Idaho First Bank in Boise seeks a Collections Specialist – Loan Servicing to manage delinquent consumer loan accounts, perform compliant outreach, and implement approved payment arrangements. You will document activity, monitor progression, and escalate when needed, while adhering to FDCPA, privacy, and fair-treatment requirements.

The role requires attention to detail, ability to handle high-volume workload, knowledge of Nortridge, and proficiency with Word and Excel.

Qualifications

• High school diploma or equivalent required.
• One or more years of consumer loan collections or related banking experience.
• Working knowledge of consumer loan products, delinquency management, and risk mitigation practices.
• Knowledge of FDCPA and consumer protection requirements preferred.
• Experience with loan servicing systems (e.g., Nortridge) preferred.

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 within authority.
• Administer approved payment arrangements, extensions, hardship programs, and other options per Bank policy.
• Clearly explain account status, amounts due, and options while maintaining a professional borrower experience.
• Accurately 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 and escalation points.
• Identify special-handling conditions (bankruptcy, SCRA, etc.) and route accordingly.
• Escalate accounts for charge-off review, settlement, or recovery as needed.

Skills

FDCPA knowledge

De-escalation

Regulatory compliance

Time management

Documentation

Customer service

Education

High school diploma or equivalent

Tools

Nortridge

Word

Excel

Job description

Idaho First Bank in Boise seeks a Collections Specialist – Loan Servicing to manage delinquent consumer loan accounts, perform compliant outreach, and implement approved payment arrangements. You will document activity, monitor progression, and escalate when needed, while adhering to FDCPA, privacy, and fair-treatment requirements.

The role requires attention to detail, ability to handle high-volume workload, knowledge of Nortridge, and proficiency with Word and Excel.