Bilingual Mortgage Loss Mitigation Counselor

Idaho Housing and Finance Association; Boise (ID); On-site; USD 42,000 - 54,000; Full time

Job summary

Idaho Housing and Finance Association is seeking a motivated Late Stage Counselor I in Boise. The role works directly with borrowers past due on mortgage payments to identify resolution and home retention options, balancing collection practices with borrower advocacy.

You will initiate calls, negotiate payment arrangements, and develop customized plans to prevent foreclosure while ensuring regulatory compliance and high-quality service.

Qualifications

• Bilingual in Spanish and English required.
• 1–3 years of loan servicing or collections experience.
• Strong verbal communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Excellent problem-solving and analytical skills.
• Strong organizational and time management skills.
• High school diploma or equivalent required; Bachelor’s degree preferred.
• Ability to speak professionally and pass QA compliance telephone audits on a regular basis.

Responsibilities

• Initiate outbound calls and receive inbound phone calls from borrowers, negotiating payment arrangements to avoid mortgage delinquency and maintain a high standard of quality during every call
• Develop and implement customized payment plans to manage debt and prevent foreclosure
• Review borrowers for Home Retention Programs based on loan type, ensuring that they are matched with the most appropriate support and resources
• Stay up-to-date on regulatory requirements, including FDCPA, RESPA, and FCRA, to ensure compliance and provide borrowers with accurate and timely information
• Other job duties as assigned

Skills

Bilingual: Spanish/English

Loan servicing experience

Verbal communication

Interpersonal skills

Problem solving

Time management

Independent and team work

Education

High school diploma or equivalent

Bachelor's degree preferred

Job description

Description

WE ARE HIRING!

We are seeking a motivated and professional Bilingual Late Stage Counselor I to join our team. This role works directly with borrowers who are past due on their mortgage payments to identify resolution and home retention options. The successful candidate will balance effective collection practices with borrower advocacy by providing clear guidance, education, and loss mitigation solutions in a respectful manner. Strong communication skills, attention to detail, and the ability to thrive in a fast-paced environment are essential.

In This Role, You Will:

• Initiate outbound calls and receive inbound phone calls from borrowers, negotiating payment arrangements to avoid mortgage delinquency and maintain a high standard of quality during every call
• Develop and implement customized payment plans to manage debt and prevent foreclosure
• Review borrowers for Home Retention Programs based on loan type, ensuring that they are matched with the most appropriate support and resources
• Stay up-to-date on regulatory requirements, including FDCPA, RESPA, and FCRA, to ensure compliance and provide borrowers with accurate and timely information
• Other job duties as assigned

At our organization, we are dedicated to improving lives and strengthening Idaho communities. We believe that housing opportunities, self-sufficiency, and economic development are the pillars of progress. Join us and be part of a professional and mission-driven organization that makes a meaningful impact on the lives on Idahoans.

Requirements

• Bilingual in Spanish & English required
• 1-3 years of experience in loan servicing, collections, or a related field
• Strong verbal communication and interpersonal skills
• Ability to work independently and as part of a team
• Excellent problem-solving and analytical skills
• Strong organizational and time management skills
• High school diploma or equivalent required; Bachelor's degree preferred
• Ability to speak professionally and pass QA compliance telephone audits on a regular basis