Loan Resolution Specialist

Idaho First Bank; Boise (ID); On-site; USD 40,000 - 55,000; Full time

Job summary

Idaho First Bank in Boise is seeking a Loan Resolution Specialist to join our Loan Servicing team, focusing on the Peak Bank consumer loan portfolio. You will work directly with borrowers to understand their circumstances, resolve past-due accounts, and identify practical payment solutions while upholding professional, fair, and ethical standards.

In this role, you’ll balance relationship-building with accountability, maintain accurate records, and collaborate with colleagues across departments

Qualifications

• 1+ year of experience in consumer loan collections or loan servicing.
• Working knowledge of delinquency management and risk mitigation.
• Ability to communicate empathetically and de-escalate conflicts.

Responsibilities

• Build borrower relationships via calls and written communication to resolve past-due accounts.
• Explain payment options and arrangements within established guidelines.
• Document all borrower communications accurately in the servicing system.
• Manage collections queues and monitor payment commitments.
• Escalate complex cases to appropriate procedures (bankruptcy, fraud, etc.).

Skills

FDCPA knowledge

Conflict de-escalation

Regulatory compliance

Documentation accuracy

Time management

Nortridge

Word/Excel proficiency

Education

High school diploma

Tools

Nortridge Loan System

Job description

Are you a strong communicator who enjoys solving problems, building relationships, and helping people find a path forward? Idaho First Bank is seeking a Loan Resolution Specialist to join our growing Loan Servicing team supporting the Peak Bank consumer loan portfolio.

In this role, you'll work directly with borrowers to understand their circumstances, resolve past-due accounts, and identify practical payment solutions. You'll combine customer service, problem-solving, and sound judgment to help borrowers navigate financial challenges while supporting the overall health of the Bank's loan portfolio.

This is an opportunity to make a meaningful impact in a role that balances relationship-building with accountability, attention to detail, and responsible financial practices. You'll collaborate with colleagues across Loan Servicing and related departments, develop your knowledge of consumer lending, and contribute to improving processes as our servicing operations continue to grow.

We're looking for someone who communicates with empathy, takes ownership of their work, and approaches every borrower interaction with professionalism, fairness, and integrity.

Essential Functions:

• Build productive borrower relationships through inbound and outbound calls, written correspondence, and approved digital communication channels to address past-due accounts and work toward resolution.
• Find solutions that work. Understand the circumstances contributing to delinquency, discuss payment options, secure payment commitments, and identify appropriate next steps within established guidelines.
• Support borrowers experiencing financial challenges by explaining available payment arrangements, extensions, due-date changes, hardship programs, and other approved assistance options.
• Provide clear, helpful account information by explaining balances, amounts due, payment activity, loan terms, and available resolution options in a professional and respectful manner.
• Take ownership of assigned accounts by managing collection queues, tracking follow-up activities, monitoring payment commitments, and progressing accounts through established collection strategies.
• Maintain accurate account records by documenting borrower communications, payment commitments, hardship information, arrangements, decisions, and follow-up actions in the loan servicing system.
• Recognize situations requiring specialized attention, including bankruptcy, deceased borrowers, attorney representation, cease-contact requests, SCRA indicators, fraud concerns, disputes, and complaints, and route them through the appropriate procedures.
• Research and locate borrowers using approved skip-tracing and contact research methods when appropriate.
• Partner with internal teams to escal...

Skills:

• Knowledge of collection practices and regulations, including FDCPA and consumer protection requirements, preferred.
• Ability to navigate difficult conversations and de-escalate conflict.
• Sound judgment and decision-making skills, particularly in balancing risk mitigation with customer relationships.
• Attention to detail in documentation and regulatory compliance.
• Ability to manage time effectively and prioritize a high-volume workload.
• Experience with loan servicing systems (e.g., Nortridge) preferred.
• Proficient in Word, Excel and other relevant systems.

Requirements:

• High school diploma or equivalent required.
• One (1) or more years of experience in consumer loan collections, loan servicing, credit administration, or related banking or financial services roles.
• Working knowledge of consumer loan products, delinquency management, and risk mitigation practices.

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