Impactful Loan Servicing & Collections Specialist

Idaho First Bank; Boise (ID); On-site; USD 42,000 - 62,000; Full time

Job summary

Idaho First Bank in Boise is seeking a Collections Specialist – Loan Servicing to manage delinquent consumer loan accounts, conduct compliant borrower outreach, and coordinate payment-resolution strategies.

You will document activity in the loan servicing system, identify accounts needing escalation, and support portfolio performance while upholding fair treatment and regulatory compliance.

Qualifications

• Knowledge of collection practices and regulations, including FDCPA and consumer protection requirements.
• 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.

Responsibilities

• 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

FDCPA knowledge

De-escalation skills

Risk assessment

Regulatory compliance

Time management

Loan servicing systems

MS Office

Tools

Nortridge

Word

Excel

Job description

Idaho First Bank in Boise is seeking a Collections Specialist – Loan Servicing to manage delinquent consumer loan accounts, conduct compliant borrower outreach, and coordinate payment-resolution strategies.

You will document activity in the loan servicing system, identify accounts needing escalation, and support portfolio performance while upholding fair treatment and regulatory compliance.