Collections Representative

Collections Representatives

Join our team. Make a difference - for us and for your future.

Retail Lending | Pittsburgh, PA or Hermitage, PA

We are seeking motivated and detail-oriented Loan Adjustors (Levels I–III) to join our Retail Lending team. In this role, you will manage delinquent loan accounts by working directly with customers to identify solutions, establish payment arrangements, and help bring accounts back to a current status.

Depending on experience level, you will handle a range of accounts—from early-stage delinquencies to complex, late-stage collections and recovery efforts—while ensuring compliance with all policies and regulations.

• Contact customers with past-due accounts to discuss repayment options and establish payment plans
• Negotiate solutions that align with both customer needs and bank guidelines
• Analyze borrower financial situations to determine appropriate collection strategies (Levels II & III)
• Maintain accurate and detailed records of all account activity, communications, and payment arrangements
• Research and resolve account discrepancies, including payment issues and transaction history
• Prepare written correspondence, including demand letters and customer communications
• Partner with internal teams (loan officers, recovery specialists, etc.) to resolve accounts
• Ensure compliance with all regulatory requirements and internal policies

• Level II:

  • Independently determine collection strategies based on account analysis
  • Support reporting and provide guidance to less experienced team members

• Level III:

  • Manage complex, late-stage delinquent and recovery accounts
  • Initiate and coordinate legal actions in accordance with policies and applicable laws
  • Act as a subject matter expert and provide guidance or support across the team

• Strong communication and negotiation skills
• Excellent customer service and problem-solving abilities
• High attention to detail and ability to manage multiple priorities
• Analytical mindset with sound decision-making skills (especially Levels II & III)
• Comfortable working with systems, data, and documentation
• Knowledge of collections practices, regulations, and loan products preferred

• Education:
  
  High School Diploma or GED required
• Experience:
  • Level I: 1+ year of customer service, collections, or related experience
  • Level II: 3+ years of collections or loan servicing experience
  • Level III: 3+ years (typically 5+) in advanced collections, recovery, or complex account management

• Opportunity to grow across clearly defined levels
• Exposure to a variety of lending products and customer scenarios
• Collaborative team environment
• Ability to make a meaningful impact by helping customers find financial solutions

Position Title:

Loan Adjustor 1 Business Unit:
Retail Lending

Reports To:

Supervisor of Loan Adjustment

This position is primarily responsible for collecting delinquent accounts, preparing and compiling documentation, preparing concise correspondence, records and reports, determining appropriate collection strategies for the assigned level portfolio and upon discretion instituting legal action.

Collects delinquent accounts by locating past due borrowers, distributing demand letters, contacting borrowers to establish payment procedures, utilizing effective human relation skills to obtain payments, notifying borrowers of their rights and amounts due, monitoring to ensure the borrower's commitment to pay and obtaining payments while presenting a positive image of the Bank.

Prepares and compiles documentation on all collection actions taken such as telephone conversations, alternative financial arrangements, letters mailed, conversations with borrowers and correspondence with loan officers by telephone or letter.

Documents collection actions and prepares lists of past due loans to ensure adherence with due diligence accurately and timely.

Prepares concise correspondence, records and reports by establishing and maintaining delinquent accounts records, updating files, documenting payments received, reviewing records and transactions, resolving misapplied payments and…