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About the Role

The Real Estate Loan Adjuster III is a senior-level collections professional responsible for independently managing an assigned portfolio of delinquent real estate-secured loans through resolution or appropriate default action. This role involves working directly with members to identify delinquency causes, evaluate repayment capacity, collect payments, develop repayment arrangements, and complete follow-up. Responsibilities include hardship and loss-mitigation processing, loan modifications, forbearance plans, foreclosure preparation, bankruptcy administration, and coordination with Legal and Mortgage Servicing.

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 current financial circumstances.
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 eligible 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 and deadlines, preparing referral documentation, and monitoring 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.
Mortgage collections, mortgage servicing, real estate default, or loss-mitigation experience is strongly preferred.
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.
Strong understanding of collections practices, delinquency management, payment arrangements, and account resolution.
Ability to review financial information, identify material facts, evaluate repayment capacity, and recognize when management, Legal, or other formal approval is necessary.
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.
Ability to work independently across assigned Real Estate collection and default responsibilities within documented training and authority.
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.
All candidates will be subject to a background check to determine employment eligibility.
For roles that require an NMLS you may be subject to a credit check.

Skills

Collections practices
Delinquency management
Payment arrangements
Account resolution
Financial review
Loss mitigation
Foreclosure preparation
Bankruptcy administration
Property tax management
Collateral management
Secondary-market requirements
Investor requirements
Mortgage servicing
Real estate default
Asset recovery
Time management
Attention to detail
Documentation
Follow-through
Oral communication
Written communication
Member interaction
Standard office technology
Collection systems
Servicing systems
Communication systems
Workflow systems

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

Salary/Compensations

$24.89-$37.33 per hour

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.
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.