Customer Support Specialist - Loan Servicing

Idaho First Bank•Boise, ID

About The Position

The Customer Support Specialist – Loan Servicing at Idaho First Bank plays a key role in delivering exceptional customer service by supporting borrowers with non-real estate consumer loan accounts. This position is responsible for addressing customer inquiries, resolving issues, and providing accurate and timely information related to loan activity. As part of a newly established loan servicing team, this role will contribute to building and refining customer support processes, ensuring a high-quality and consistent borrower experience. The position supports the Bank’s commitment to service excellence while ensuring compliance with all applicable policies, procedures, and regulatory requirements.

Requirements

Understanding of consumer loan servicing processes and payment application.
Strong verbal and written communication skills, with the ability to explain financial information clearly and effectively.
Customer-focused mindset with the ability to handle difficult conversations and de-escalate concerns.
Strong attention to detail and problem-solving skills.
Ability to manage multiple priorities in a fast-paced servicing or call center environment.
Ability to navigate systems efficiently and document interactions accurately.
Proficiency in standard computer applications (word processing, spreadsheets, and servicing platforms).
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.

Responsibilities

Respond to customer inquiries and issues related to loan accounts via telephone, chat, and email, ensuring timely and accurate resolution.
Provide detailed information regarding loan activity, including payments, interest, statements, and account maintenance.
Research and resolve loan servicing discrepancies, payment questions, and account concerns.
Handle complex loan servicing situations with professionalism, escalating issues to higher levels when necessary.
Document customer interactions, complaints, and resolutions in accordance with Bank policies and loan servicing requirements.
Identify trends, recurring issues, or process gaps and proactively recommend improvements.
Collaborate with the other areas of the bank to support the development and continuous improvement of servicing processes and procedures.
Support onboarding and training of new team members as the team grows.
Ensure compliance with all Bank policies, procedures, and applicable state and federal regulations, including those related to loan servicing.
Perform other duties as assigned.