Loan Resolution Specialist

Description

Position Overview:

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 escalate accounts requiring additional review, settlement consideration, recovery activity, charge-off review, or legal involvement.
• Protect borrower information and uphold regulatory standards by following Bank policies, established communication practices, and applicable consumer protection, collections, privacy, bankruptcy, credit reporting, and fair-treatment requirements.
• Contribute to team and portfolio success by meeting established performance and quality expectations related to account resolution, payment commitments, borrower contact, productivity, and documentation.
• Support continuous improvement by participating in training, quality reviews, audits, examinations, and initiatives that strengthen servicing practices and enhance the borrower experience.
• Perform other duties as assigned.

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