Collections Loan Adjuster II

Empower FCU

Purpose:

At every stage of life, positively impact members by providing affordable financial services.

Empower FCU Core Values: Fairness, Integrity & Honesty

• World-Class Employee Experience
• Best-In-Class Member Experience
• Growth for Impact
• Shared Value in the Community

Empower Federal Credit Union offers excellent benefits including:

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

We are at our best when we are developing genuine relationships, looking out for one another, freely and honestly sharing information, and working together. We succeed when we rise above our departments, roles, and individual interests to come together, to move forward together. Each of us plays a crucial role in creating a positive work environment and we encourage all our employees to actively contribute to embracing Empower’s values and supporting those around you.

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.

Please note:

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.

The Collections Loan Adjustor II is responsible for preserving the credit union’s assets by managing delinquent loan accounts, collecting overdue payments, and recovering collateral. This includes utilizing manual calls and an autodialer to engage with members, negotiate payment plans, and resolve overdue accounts. The specialist must maintain accurate documentation of all interactions while adhering to the credit union’s policies, procedures, and applicable laws.

The hourly pay range for this position is: $21.97-$32.96

Location: Our headquarters are based in Syracuse, NY. We work in a Hybrid Model requiring a minimum of 5 days in office per month.

• Lead the debt collection process for delinquent accounts through phone calls, e-mails, and regular mail.
• Negotiate payment arrangements and overcome objections to bring accounts current.
• Confirm member information for accuracy and security purposes.
• Document all communications and maintain detailed records of the collection efforts.
• Follow up on broken promises to pay and re-establish payment agreements.

• Use various skip tracing methods to locate and contact delinquent members.
• Ensure ACH and other automatic payments are processed correctly to avoid delinquency.
• Comply with all applicable laws, regulations, policies, and procedures during collection activities.

• Analyze the financial situation of delinquent borrowers to determine appropriate next steps.
• Recommend repossession of collateral when attempts to bring loans current are unsuccessful.

• Maintain accurate files on all collection activities and progress.
• Regularly report on the status of delinquent accounts and collections.

• Log a minimum of 10% of total work time into the auto-dialer system.

5% Perform all other job-related duties as assigned.

See Dayforce (HRIS) Performance Management for Goals upon start in role, and annually.

Experience:

1 to 3 years in a similar role, preferably in collections or loan servicing.

Education:

A two-year college degree or equivalent education is required. Alternatively, completion of a specialized certification, licensing, or relevant training courses is acceptable. Specialized job skills acquired through an apprenticeship program or previous work experience may also be considered.

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or can be of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.

• Strong knowledge of collections processes and procedures.
• Excellent communication skills, both written and verbal.
• Strong attention to detail and ability to handle sensitive financial data.
• Proficiency in spreadsheet and word processing software.
• Ability to work with mathematical concepts such as ratios, percentages, and profitability analysis.
• Experience with general office equipment, including 10-key calculators and computers.
• Ability to define problems, collect data, and make sound decisions based on facts.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable…