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About the Role

This senior-level collections professional independently manages an assigned portfolio of delinquent real estate-secured loans, working directly with members to resolve delinquency, evaluate repayment capacity, and implement sustainable repayment arrangements. The role involves managing hardship and loss-mitigation processing, loan modifications, foreclosure preparation, bankruptcy administration, and coordination with Legal and Mortgage Servicing, ensuring accurate documentation and adherence to deadlines.

Responsibilities

Independently manage an assigned portfolio of delinquent first mortgage, home equity, and other real estate-secured accounts.
Conduct timely outbound and inbound member contact to determine appropriate next actions.
Secure payments and establish payment arrangements within assigned authority.
Prioritize higher-risk, higher-balance, aging, and time-sensitive accounts.
Maintain clear account ownership, dated next actions, and consistent follow-through.
Identify and document the reason for delinquency and evaluate the member's financial circumstances and repayment capacity.
Discuss available collection and repayment options within established authority and procedures.
Complete hardship intake, obtain and evaluate required documentation, and process loan modifications, forbearance plans, and other loss-mitigation options.
Recognize when repayment arrangements are not viable and recommend appropriate resolution or default action.
Perform assigned foreclosure and default work, including reviewing notices, preparing referral documentation, and monitoring legal milestones.
Complete assigned bankruptcy-related account administration and controls.
Review and address delinquent property tax, insurance, collateral-protection, valuation, lien, and property-condition matters.
Complete assigned secondary-market and investor-specific default and servicing steps.
Work with Mortgage Servicing, Legal, outside counsel, investors, and approved vendors to complete assigned work.
Document member contacts, financial information, commitments, notices, approvals, legal restrictions, decisions, referrals, and dated next actions accurately and promptly.
Complete assigned worklists, queues, follow-up, workout and default processing, required notices, and reporting within established timeframes.
Meet applicable department quality, productivity, account-work, member-contact, and scorecard expectations.
Escalate control gaps, conflicting information, missed dependencies, member complaints, or other issues that may create risk.
Maintain the knowledge and training needed to perform assigned Real Estate collection, loss-mitigation, foreclosure, bankruptcy, property-tax, collateral, and investor-related work.
Provide reliable coverage of assigned accounts and Real Estate workflows during PTO, vacancies, training, or volume increases.
Maintain current knowledge of procedures, systems, regulatory requirements, and department expectations.
Share practical knowledge with peers and support onboarding or training when assigned.
Identify recurring account, workflow, documentation, or process issues and raise them to management for review.
Perform other job-related duties as assigned.
Identify and communicate trends related to delinquency, collateral performance, underwriting practices, and recovery outcomes.
Provide recommendations to management regarding opportunities to reduce losses and improve portfolio quality.
Assist in monitoring portfolio performance and recovery metrics.
Maintain current knowledge of collection practices, bankruptcy regulations, foreclosure processes, recovery strategies, and applicable laws and regulations.
Participate in ongoing training, professional development, and cross-functional learning opportunities.

Requirements

3 to 5 years of progressively responsible experience in collections, mortgage servicing, real estate default, loan servicing, or asset recovery.
Experience independently managing delinquent accounts and resolving complex member or borrower situations is required.
Employees in this role 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 review financial information, identify material facts, evaluate repayment capacity, and recognize when management, Legal, or other formal approval is necessary.
Ability to work independently across assigned Real Estate collection and default responsibilities within documented training and authority, while seeking required approvals before taking restricted actions.

Skills

Strong understanding of collections practices, delinquency management, payment arrangements, and account resolution.
Strong organization, time management, attention to detail, documentation, and follow-through.
Effective oral and written communication and the ability to manage difficult member conversations professionally.
Proficiency with standard office technology and ability to learn collection, servicing, communication, and workflow systems.
Working knowledge of applicable collections and mortgage-servicing requirements, and ability to learn and follow procedures for loss mitigation, foreclosure, bankruptcy restrictions, property-tax and collateral matters, and investor requirements.

Location

Syracuse, NY

Work Type

Hybrid

Experience Level

Senior-level
3 to 5 years

Education Level

High school diploma or GED required
Additional education, specialized training, or relevant industry certification is preferred

About the Company

This role supports Empower FCU's commitment to Member Experience, Employee Experience, Growth for Impact, and Community Value.