Loss Mitigation Specialist

Loan Recovery & Operations Specialist

We are a dynamic and growing community bank dedicated to providing exceptional financial services to individuals and businesses within our local area. Our mission is to build long-lasting relationships with customers by offering personalized service and fostering a community-oriented banking experience. As part of our team, you will have the opportunity to grow with us, contributing to both your personal and professional development in a supportive and innovative environment.

The Loan Recovery & Operations Specialist provides dedicated ownership of Citizens Community Bank's loan recovery and Special Assets functions while supporting the overall success of the Loan Operations Department. This position is responsible for managing delinquent loan accounts, minimizing loan losses, administering bankruptcies, coordinating recovery efforts on deceased borrower accounts, and facilitating repossessions, foreclosures, and other problem loan activities.

In addition to its primary collections responsibilities, this role provides operational support within Loan Operations to improve staffing flexibility, enhance cross-department collaboration, and ensure continuity of critical loan servicing functions. The position serves as a key resource in improving operational quality, strengthening regulatory compliance, and supporting Citizens Community Bank's commitment to exceptional customer service and Glacier Bancorp's operational excellence initiatives. This role aligns with the proposed position by combining Special Assets ownership with targeted Loan Operations support.

This is an in-person, 40 hour a week position.

Essential Functions

Loan Recovery & Special Assets (60-70%)

• Monitor delinquent loan accounts and ensure timely follow-up.
• Contact borrowers regarding past-due loans and develop appropriate repayment solutions.
• Manage deceased borrower accounts and coordinate recovery efforts.
• Administer bankruptcy accounts and ensure regulatory compliance.
• Coordinate repossessions, foreclosures, charge-offs, and recover efforts.
• Maintain accurate documentation, reporting, and account status updates.
• Collaborate with lenders, legal counsel, compliance, and third-party vendors.

Process Improvement & Quality Control

• Develop standardized collection procedures and documentation practices.
• Identify opportunities to improve operational efficiency and reduce portfolio risk.
• Ensure all Special Assets activities meet Citizens Community Bank and Glacier Bancorp quality standards.
• Assists in preparing for internal audits, quality reviews, and regulatory examinations.
• Recommend process improvements that strengthen internal controls and improve quality outcomes.

Loan Operations support (30-40%)

• Perform loan boarding and servicing functions for consumer and commercial loans.
• Complete document imaging and quality verification.
• Maintain collateral tracking and exception reporting.
• Assist with loan file review and pipeline maintenance.
• Process ACH setup, loan funding, payoff quotes, and other servicing requests.
• Provide backup support across Loan Operations during periods of increased volume or staffing needs.

These operational support duties complement the existing Loan Servicing Specialist responsibilities while providing flexibility across the department.

Strategic Responsibilities

• Support Citizens Community Bank's commitment to operational excellence through dedicated ownership of loan recovery and Special Assets functions.
• Improve consistency, accountability, and quality within collections and problem loan management.
• Collaborate with Loan Operations, Lending, Compliance, Credit Administrations, and Executive Management to resolve complex loan situations.
• Support Glacier Bancorp quality initiatives through process standardizations, documentation accuracy, and continuous improvement.
• Identify trends that contribute to loan delinquency or operational risk and recommend corrective action.

Additional Responsibilities:

• Provide exceptional internal and external customer service.
• Participate in Community Service and Bank-sponsored activities that serve and support the mission and values of CCB.
• Provide superior internal and external customer service: must demonstrate self-governance, courtesy, and respect toward external customers as well as internal customers (all organization personnel).
• Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Must complete the assigned online training courses and achieve a passing score by due date.
• Represent in a professional manner which includes a professional image, confidentiality, a positive attitude, good attendance, punctuality, flexibility and adaptability in meeting bank and customer needs.
• Regular, on-site attendance during standard business hours is required to perform the duties of this position.
• Regular and predictable attendance in order to accomplish assigned job duties
• Additional duties as assigned.

About You

Required Qualifications:

• High degree of attention to detail.
• Strong organizational and time management skills.
• Excellent verbal and written communication skills. Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving abilities.
• Ability to make sound decisions while balancing customer service with risk management.
• Ability to work independently and collaboratively across departments.
• Proficiency in Microsoft office and loan servicing software.
• High school diploma or equivalent.
• Minimum of 3 years of banking experience, preferably in loan servicing, collections, loan operations, or credit administration.

Preferred Qualifications:

• Experience in loan collections or Special Assets.
• Knowledge of consumer and commercial lending.
• Experience with bankruptcy administrations, repossessions, foreclosures, and recovery processes.
• Familiarity with nCino, core banking systems, and loan servicing platforms.
• Working knowledge of federal lending and collection regulations.

Work Environment

Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise level.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is often required to: sit; use hands in repetitive motions to finger, grasp, handle or feel; and talk or hear. The employee is occasionally required to: stand; walk; and lift or reach with hands and arms.

Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Must be capable of climbing / descending stairs in an emergency situation.

Specific vision abilities required by this job include: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation/inspection of machines and/or using measurement devices at distances close to the eyes.

What We Offer

COMPENSATION & BENEFITS: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance. Coverage is available to employees and their eligible dependents in accordance with our written plan documents. You may also be eligible for a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a retirement savings plan, including 401(k) and Profit-Sharing plans, short and long-term disability benefits, education and training benefits, and discounts on banking products and services. We also offer a generous Paid Time Off (PTO) plan and paid holidays. PTO accruals begin at.0745 per hour worked for our part time employees up to a maximum accrual of 240 hours per year for certain Full-Time employees. PTO accruals are dependent on position, status (Full time or Part time), and years of experience in accordance with our PTO policy. Most Full-Time employees are also offered 6 paid holidays and Part Time employees are offered pro-rated paid holidays. In addition, employees in Utah and Nevada may be eligible for pay for certain state recognized holidays. Visit our website for more details.

We are an Equal Opportunity Employer and qualified applicants, or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran