Customer Support Specialist - Loan Servicing

Description

The Customer Support Specialist - Loan Servicing at Idaho First Bank provides servicing support for borrowers within the Peak Bank branded consumer loan portfolio. This position serves as a primary point of contact for borrowers, assisting with payments, account information, statements, payoff requests, online account access, automatic payments, account maintenance, and other servicing needs.

The Customer Support Specialist serves as a key point of contact for borrowers, responding to inbound requests and conducting approved proactive outreach. This role ensures borrower accounts and information are accurate, interactions are thoroughly documented, and questions or issues are resolved promptly or appropriately escalated to the servicing team. As part of a growing Loan Servicing organization, the Customer Support Specialist helps deliver consistent, responsive, and high-quality borrower experience while supporting the team’s ability to effectively manage a growing loan portfolio.

Essential Functions:

• Respond to borrower inquiries through telephone, email, chat, and other approved communication channels while providing accurate and timely service.
• Authenticate borrowers and authorized parties in accordance with established privacy, security, and account-access procedures.
• Assist borrowers with payment questions, account balances, interest and principal activity, statements, payoff requests, payment history, and general loan information.
• Assist borrowers with Peak Bank online account access, payment methods, Auto Pay enrollment and maintenance, and other available self-service capabilities.
• Research payment discrepancies, returned-payment questions, account maintenance issues, and other servicing concerns and resolve or escalate them according to established procedures.
• Complete approved account maintenance and servicing requests within assigned authority and established controls.
• Conduct approved proactive borrower outreach, including welcome and servicing-related contacts.
• Support current and early-stage borrower needs and appropriately route unresolved delinquent accounts to Collections in accordance with established referral criteria.
• Recognize bankruptcy, deceased borrower, attorney representation, SCRA indicators, fraud concerns, disputes, complaints, cease-contact requests, or other special-handling situations and route the account appropriately.
• Accurately document borrower interactions, requests, complaints, resolutions, and account actions in servicing systems.
• Identify recurring borrower issues, servicing trends, and process gaps and communicate opportunities for improvement.
• Meet established service and quality expectations, including responsiveness, call handling, documentation accuracy, quality assurance, resolution, and other assigned servicing metrics.
• Support onboarding, training, testing, procedure development, and continuous improvement as the servicing organization grows.
• Perform other duties as assigned.

Skills:

• 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). 

Requirements

• 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.  

About IFB

Idaho First Bank (IFB) is a full-service state-chartered community bank established in October 2005 and headquartered in McCall, Idaho. Known for its "People First and Community First" motto, the Bank serves the greater Southwest Idaho and Central Oregon communities. Branch locations include McCall, New Meadows, Eagle, Ketchum, Nampa, Boise, and Bend. Idaho First Bank is a member of the FDIC and an Equal Housing Lender. For more information, visit us at www.idahofirstbank.com.

Idaho First Bank is an Equal Opportunity Employer