Collections Specialist

Collections Specialist

This position is located at our Billings, MT Downtown Tower.

We know your career is just one aspect of a meaningful, complex, and demanding life. That's why we designed our compensation and benefits package to provide employees and their families with as much choice as possible.

• Generous Paid Time Off (PTO) in addition to paid federal holidays.

• Child Care Assistance Program for eligible dependent(s).

• Exercise reimbursement program for employees.

• The health and happiness of the places we call home matter to us. Learn a little more about what we do for the communities we serve and why we want YOU to be a part of it.

The Collections Specialist is responsible for the daily collection of payments on assigned delinquent accounts by reviewing documentation and system information, contacting customers by telephone and/or written correspondence, and arranging repayment schedules to minimize loss to the bank. This position may also perform additional duties, including processing changes in terms, negotiating settlements, providing training, and completing other tasks as assigned by management.

• Works assigned queues to collect delinquent accounts through phone calls or written correspondence.

• Negotiates payment arrangements with customers to bring accounts current.

• Documents collection activity and maintains accurate records, notes, and comments within the collection system.

• Generates delinquency and/or collection letters in accordance with established guidelines.

• Collaborates with customers on repayment programs.

• Responds to customer inquiries, requests, and issues in a timely manner.

• Processes payments.

• Performs skip tracing, as needed, to locate updated customer contact information.

• Prepares and submits loan accounting system maintenance requests.

• Prepares and submits change-in-terms requests.

• Works closely with investors and/or insurers to resolve delinquencies, as necessary (mortgage).

• Handles NSF checks and other returned payments.

• Performs insurance claim processes (e.g., letters of guarantee, reamortization) and may assist customers with filing GAP claims.

• Stays current on investor, insurer, and regulatory policy changes.

• Maintains delinquency ratios in accordance with established goals.

• Establishes and monitors hardship agreements, as needed.

• Provides cross-training and training on processes and procedures for new employees.

• Performs other duties as assigned or required.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Possesses computer skills, including proficiency in Microsoft Word, Excel, and Outlook.

• Demonstrates initiative and sound judgment, with strong oral and written communication skills, including facilitation.

• Ability to prioritize work and remain adaptable under pressure.

• Possesses strong time management and organizational skills.

• Ability to appropriately escalate issues requiring problem-solving and decision-making.

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

• Ability to write routine reports and correspondence.

• Ability to communicate effectively in front of groups of customers or employees.

• Strong interpersonal skills with a team-oriented mindset.

• Ability to meet deadlines.

• Ability to resolve simple to complex issues with minimal supervision.

• Ability to interpret a variety of instructions provided in written, oral, diagram, or schedule form.

• Demonstrates an understanding of applicable federal regulations, policies, and procedures related to debt collection, as well as regulatory and/or investor requirements.

• High School Diploma or General Education Degree (GED) required

• 1-3 years experience in collections and/or customer service activities preferred

The physical demands and work environment are representative of those that must be met or encountered to successfully perform the essential functions of the job. In compliance with the Americans with Disabilities Act, the company provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

• Dexterity of hands/fingers to operate computer keyboard and mouse - Frequently

• Lifting - Occasionally (up to 10 lbs)

• Sitting - Frequently

• Overtime - Subject to business need

• Noise Level - Moderate

• Typical Work Hours - M-F (8-5)

• Regular and Predictable Attendance - Required