Collections Specialist

First Interstate BancSystem • Billings, MT

4d • Onsite

About The Position

The Collections Specialist is responsible for collecting payments on assigned delinquent accounts by reviewing documentation and system information, contacting customers by phone or written correspondence, and arranging repayment schedules to minimize loss to the bank. The role may also include processing changes in terms, negotiating settlements, providing training, and completing other tasks assigned by management.

The position is located at the Billings, Montana Downtown Tower. The typical work schedule is Monday through Friday, 8 a.m. to 5 p.m., with overtime subject to business need.

Requirements

• High school diploma or General Education Degree (GED).
• Computer proficiency, including Microsoft Word, Excel, and Outlook.
• Strong oral and written communication skills, including facilitation.
• Ability to prioritize work and remain adaptable under pressure.
• Strong time-management, organizational, and interpersonal skills, with a team-oriented mindset.
• Ability to use sound judgment, take initiative, meet deadlines, and appropriately escalate issues requiring problem-solving and decision-making.
• Ability to resolve simple to complex issues with minimal supervision.
• Ability to read and interpret documents, including safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence and communicate effectively in front of groups of customers or employees.
• Ability to interpret instructions provided in written, oral, diagram, or schedule form.
• Understanding of applicable federal regulations, policies, and procedures related to debt collection, as well as regulatory and/or investor requirements.
• Regular and predictable attendance is required.

Nice To Haves

• 1–3 years of experience in collections and/or customer service activities.

Responsibilities

• Work assigned queues to collect delinquent accounts through phone calls or written correspondence.
• Negotiate payment arrangements with customers to bring accounts current.
• Document collection activity and maintain accurate records, notes, and comments in the collection system.
• Generate delinquency and collection letters in accordance with established guidelines.
• Collaborate with customers on repayment programs and respond to inquiries, requests, and issues in a timely manner.
• Process payments and handle NSF checks and other returned payments.
• Perform skip tracing as needed to locate updated customer contact information.
• Prepare and submit loan accounting system maintenance requests and change-in-terms requests.
• Work with investors and/or insurers to resolve delinquencies, as necessary for mortgage accounts.
• Perform insurance claim processes, such as letters of guarantee and reamortization, and assist customers with filing GAP claims.
• Stay current on investor, insurer, and regulatory policy changes.
• Maintain delinquency ratios in accordance with established goals.
• Establish and monitor hardship agreements as needed.
• Provide cross-training and training on processes and procedures for new employees.
• Perform other duties as assigned or required.

Benefits

• Generous paid time off in addition to paid federal holidays.
• Child Care Assistance Program for eligible dependents.
• Exercise reimbursement program.
• Compensation and benefits package offering employees and their families choice.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED