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About the Role

The Collections Loan Adjuster II resolves delinquent consumer loan and credit accounts, managing portfolios, conducting collection conversations, negotiating, documenting, and ensuring regulatory compliance. This phone-intensive role requires consistent availability, daily execution, portfolio ownership, responsiveness to coaching, and achievement of performance expectations to protect assets and support delinquency reduction goals.

Responsibilities

Conduct inbound and outbound collection calls following established protocols.
Determine the reason for delinquency and assess the member's ability, willingness, and intent to pay.
Apply appropriate collection strategies based on product type, delinquency stage, collateral status, risk, and member circumstances.
Use negotiation and objection-handling skills to secure realistic payment commitments.
Process payments and arrangements accurately.
Meet daily activity and monthly outcome expectations for contact effectiveness, promise-to-pay generation and kept rates, dollars recovered, delinquency cures, and roll prevention.
Manage assigned delinquent portfolios and prioritize work.
Complete callbacks, promise-to-pay follow-up, broken-promise activity, account actions, and documentation within established timeframes.
Use skip-tracing methods, maintain accurate contact information, and recommend next steps when voluntary collection efforts are unsuccessful.
Maintain ownership of assigned accounts until resolution, transfer, or escalation.
Remain logged in and available to accept calls during assigned inbound coverage.
Comply with established schedule, queue, system-status, break, lunch, and availability expectations.
Balance inbound calls, outbound collections, portfolio follow-up, and documentation.
Maintain reliable attendance and punctuality.
Support backup coverage, department priorities, and time-sensitive work.
Maintain complete, accurate, timely, and professional account notes, codes, dispositions, payment commitments, follow-up dates, and supporting documentation.
Follow applicable laws, regulations, policies, procedures, and confidentiality requirements.
Adhere to escalation protocols for bankruptcy, real estate, disputes, fraud, complaints, military protections, legal matters, and other specialized circumstances.
Participate in call monitoring, Quality Control reviews, coaching, training, and performance discussions.
Demonstrate timely and sustained application of feedback.
Evaluate hardship situations and offer authorized payment arrangements, assistance options, or account solutions.
Coordinate with management, internal departments, and approved partners to resolve complex, high-risk, or out-of-authority account matters.
Perform other job-related duties as assigned.
Participate in cross-training, process updates, backup coverage, and workflow improvements.

Requirements

A minimum of 2 years of direct consumer loan collections, account recovery, or comparable delinquency-resolution experience in a phone-based, performance-measured environment is required.
Qualifying experience must include contacting delinquent borrowers, requesting payment, overcoming objections, negotiating payment commitments, completing follow-up activity, and documenting collection efforts.
Employees are expected to represent Empower FCU with professionalism, integrity, fairness, and accountability in all interactions.
Employees are expected to communicate professionally, use sound judgment, support appropriate issue resolution, and maintain the level of documentation required.
Employees are expected to remain flexible in supporting department priorities, cross-training, backup coverage, and time-sensitive work.
Ability to manage an assigned portfolio, prioritize daily work, meet established daily and monthly scorecard expectations, and comply with schedule and queue requirements.
Ability to interpret account status, determine appropriate next steps, exercise sound judgment, and escalate legal, high-risk, or out-of-authority matters appropriately.
Strong attention to detail and ability to maintain accurate records, protect confidential information, follow documented procedures, and respond constructively to coaching.
Ability to work with basic mathematical concepts, including percentages, ratios, and proportions.
Experience operating general office equipment, including calculators, computers, headsets, and multi-line phone systems.
Sit for long periods at a time.
Use hands to finger, handle, or feel.
Talk or hear.
Occasionally walk.
Occasionally reach with hands and arms.
Occasionally stoop, kneel, crouch, or crawl.
Occasionally lift and/or move up to 25 pounds.

Skills

Disciplined portfolio management
Effective collection conversations
Negotiation
Timely follow-up
Accurate documentation
Regulatory compliance
Inbound availability
Daily execution
Portfolio ownership
Responsiveness to coaching
Achievement of established daily and monthly scorecard expectations
Delinquency reduction
Repayment
Cure
Roll-prevention
Member experience goals
Call model adherence
Quality Control standards
Member-identification requirements
Assertive negotiation
Objection-handling
Skip tracing
Collateral recovery
Member service expectations
Fact-finding
Influencing
Problem-solving
Prioritization
Sound judgment
Escalation
Protecting confidential information
Constructive response to coaching
Microsoft Office proficiency
Core collection systems proficiency
Dialer systems proficiency
Payment systems proficiency
Salesforce proficiency
Document systems proficiency
Email/inbox systems proficiency
Workflow systems proficiency
Basic mathematical concepts
Operating general office equipment

Location

Syracuse, NY

Work Type

Hybrid

Experience Level

2 years of direct consumer loan collections, account recovery, or comparable delinquency-resolution experience

Education Level

Two-year college degree or equivalent education
Specialized certification, licensing, or relevant training courses
Specialized job skills acquired through an apprenticeship program or previous work experience

About the Company

Empower FCU is committed to Member Experience, Employee Experience, Growth for Impact, and Community Value.