Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Collections Loan Adjuster II is responsible for resolving delinquent consumer loan and credit accounts, including auto loans, personal loans, credit cards, and other secured or unsecured consumer lending products. This phone-intensive, performance-measured role requires disciplined portfolio management, effective collection conversations, negotiation, timely follow-up, accurate documentation, and regulatory compliance to protect assets and support delinquency reduction goals.

Responsibilities

Conduct inbound and outbound collection calls following established protocols.
Present past-due amounts, request payment, and determine reasons for delinquency.
Apply collection strategies based on product type, delinquency stage, and member circumstances.
Use negotiation and objection-handling skills to secure payment commitments.
Process payments and arrangements accurately.
Meet daily activity and monthly outcome expectations for contacts, promises-to-pay, dollars recovered, cures, and roll prevention.
Manage assigned delinquent portfolios and prioritize work.
Complete callbacks, follow-up, and required documentation within established timeframes.
Use skip-tracing methods and maintain accurate contact information.
Recommend repossession, recovery, or legal review when voluntary collection efforts fail.
Maintain ownership of assigned accounts until resolution.
Remain available for inbound calls during assigned coverage periods.
Balance inbound calls, outbound work, portfolio follow-up, and documentation.
Maintain reliable attendance and punctuality.
Support backup coverage and department priorities.
Maintain complete, accurate, and professional account notes and documentation.
Follow applicable laws, regulations, policies, and procedures.
Participate in call monitoring, coaching, and performance discussions.
Evaluate hardship situations and offer authorized payment arrangements.
Coordinate with management and internal departments to resolve complex account matters.
Perform other job-related duties as assigned.
Participate in cross-training and process 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.
Employees are expected to communicate professionally, use sound judgment, and support appropriate issue resolution.
Employees are expected to maintain the level of documentation required to support accurate account handling, quality review, regulatory compliance, and business continuity.
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.
All candidates will be subject to a background check.
For roles that require an NMLS, candidates may be subject to a credit check.

Skills

Strong knowledge of consumer collections procedures, delinquency management, payment and hardship options, skip tracing, collateral recovery, documentation standards, and member service expectations.
Demonstrated collection-conversation, fact-finding, negotiation, influencing, objection-handling, and problem-solving skills.
Proficiency in Microsoft Office and applicable core, collection, dialer, payment, Salesforce, document, email/inbox, and workflow systems.

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
Completion of a specialized certification, licensing, or relevant training courses
Specialized job skills acquired through an apprenticeship program or previous work experience

Salary/Compensations

$21.97 - $32.96 hourly

Benefits

Medical and Dental Insurance
401K with Employer Match
Holiday Pay
Paid Time Off

About the Company

Empower FCU Purpose: At every stage of life, positively impact members by providing affordable financial services.
Empower FCU Core Values: Fairness, Integrity & Honesty
Empower FCU Strategic Pillars: World-Class Employee Experience, Best-In-Class Member Experience, Growth for Impact, Shared Value in the Community.
A World-Class Employee Experience: We are at our best when we are developing genuine relationships, looking out for one another, freely and honestly sharing information, and working together.
Be Yourself, Belong with Empower: The strength of Empower is in the unique backgrounds, voices, talents, & experiences of each person. With a culture of belonging, we enable teamwork, spark innovation, and fuel success.

Equal Opportunity

Empower Federal Credit Union is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic including race, religion, ethnicity, color, national or ethnic origin, age, sex, sexual orientation, gender identity or expressions, transgender status, sexual or other reproductive health decisions, marital status, ancestry, citizenship status, physical or mental disability, genetic information/ predisposition or carrier status, status in the uniformed services of the United States (including veteran status) or any other basis protected by applicable national, federal, state, provincial or local law.
Our Equal Employment Opportunity Policy Statement reaffirms our commitment.
Federal Labor Law Posters
New York Labor Law Poster
Employment Eligibility Notices
E-Verify
Right to Work
Empower Federal Credit Union is committed to equal opportunity to qualified persons without regard to basis of race, religion, ethnicity, color, national or ethnic origin, age, sex, sexual orientation, gender identity or expressions, transgender status, sexual or other reproductive health decisions, marital status, ancestry, citizenship status, physical or mental disability, genetic information/ predisposition or carrier status, status in the uniformed services of the United States (including veteran status) or any other basis protected by applicable national, federal, state, provincial or local law.
Empower Federal Credit Union will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business.
If you are interested in applying for an employment opportunity and feel you need a reasonable accommodation pursuant to the ADA, please contact us through one of the methods listed below: a) Fax: 315.455.5423 b) US Mail: 1 Member Way Syracuse, NY 13212 c) Phone: 800.462.5000