Collections Specialist

Location:

Casper, WY Downtown branch.

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.

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.

• 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 within the collection system.
• Generate delinquency and/or collection letters in accordance with established guidelines.
• Collaborate with customers on repayment programs.
• Respond to customer inquiries, requests, and issues in a timely manner.
• Process payments.
• Perform skip tracing, as needed, to locate updated customer contact information.
• Prepare and submit loan accounting system maintenance requests.
• Prepare and submit change‑in‑terms requests.
• Work closely with investors and/or insurers to resolve delinquencies, as necessary (mortgage).
• Handle NSF checks and other returned payments.
• Perform insurance claim processes (e.g., letters of guarantee, reamortization) and may 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.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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.
• Can prioritize work and remain adaptable under pressure.
• Strong time management and organizational skills.
• Can appropriately escape issues requiring problem‑solving and decision‑making.
• Can read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Can write routine reports and correspondence.
• Can communicate effectively in front of groups of customers or employees.
• Strong interpersonal skills with a team‑oriented mindset.
• Can meet deadlines.
• Can resolve simple to complex issues with minimal supervision.
• Can 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.

• 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.

First Interstate Bank is an equal opportunity employer committed to a…