VP, Loan Servicing Director

Idaho First Bank•Boise, ID

About The Position

Idaho First Bank is launching a centralized Loan Servicing Center to support the Bank’s growing nationwide consumer non-real estate lending portfolio. We are seeking a hands-on, operationally strong leader to help build, implement, and lead this function. This role will serve as a key member of the project team responsible for developing and implementing servicing processes and procedures. Following implementation, the Loan Servicing Director will lead and oversee all day-to-day servicing operations. This is an ideal opportunity for someone who thrives in creating structure, designing efficient workflows, and developing high-performing teams within a regulated banking environment. Position Summary: The Loan Servicing Director will oversee consumer non-real estate secured loan servicing operations, including payment processing, customer support, outbound collections, and servicing quality control. This leader will balance strategic input with hands-on execution, ensuring operational excellence, regulatory compliance, risk mitigation, and exceptional customer experience. This role requires strong collaboration across Bank Operations, Compliance, Risk, IT, and Accounting.

Requirements

Ability to balance strategic thinking with hands-on execution
Comfortable creating structure, processes, and teams from the ground up
Strong operational, analytical, and problem-solving skills
Strong communication skills with the ability to work effectively across teams and levels of the organization
Detail-oriented while maintaining a clear view of the bigger picture
Ability to lead through change, growth, and ambiguity
8+ years of progressive experience in loan servicing, collections, loan operations, or related banking roles.
Experience participating in the building, expansion or transformation of a servicing function within a regulated financial institution.
Ability to balance strategic planning with hands-on execution.
Experience working with loan servicing systems and operational reporting tools.
Demonstrated ability to partner cross functionally in a collaborative environment.
Proven people leader with experience in hiring, developing, and managing servicing teams.

Responsibilities

Serve as a core member of the project team developing the Bank’s centralized loan servicing model.
Contribute to the design of servicing workflows, controls, and service standards.
Serve as a key leader in the implementation of servicing systems, reporting, and operational infrastructure.
Partner with internal stakeholders to ensure smooth transition to centralized servicing.
Lead day-to-day servicing operations following implementation.
Oversee call center activities, outbound collections, payment and payoff processing.
Establish and monitor servicing KPIs, service level standards, and quality controls.
Ensure timely, accurate, and compliant loan servicing across assigned portfolios.
Identify and implement process improvements to enhance efficiency and scalability.
Maintain strong internal controls to manage operational, compliance, and reputational risk.
Ensure adherence to all Bank policies and applicable federal and state banking regulations.
Partner effectively with Compliance, Risk Management, Internal Audit, and regulators.
Hire, train, and develop loan servicing and collections personnel.
Establish clear expectations, accountability standards, and performance metrics.
Foster a culture of service excellence, operational discipline, and continuous improvement.