Collections Loan Adjuster II (Hybrid in Syracuse, NY

Role:

The Collections Loan Adjuster II is responsible for resolving delinquent consumer loan and credit accounts, which may include auto loans, personal loans, credit cards, and other secured or unsecured consumer lending products assigned to the department. The role requires disciplined portfolio management, effective collection conversations, negotiation, timely follow-up, accurate documentation, and regulatory compliance. This is a phone-intensive, performance-measured role requiring consistent inbound availability, daily execution, portfolio ownership, responsiveness to coaching, and achievement of established daily and monthly scorecard expectations.

The position protects Empower FCU assets while supporting delinquency reduction, repayment, cure, roll-prevention, and member experience goals.

The hourly rate 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.

• -Conduct inbound and outbound collection calls through approved systems and communication channels while following the established call model, Quality Control standards, and member-identification requirements.
• -Present the full past-due amount and request payment before discussing alternatives; determine the reason for delinquency and assess the member's ability, willingness, and intent to pay.
• -Apply collection strategies appropriate to the product type, delinquency stage, collateral status, account risk, and member circumstances.
• -Use professional, assertive negotiation and objection-handling skills to secure realistic payment commitments with specific amounts, dates, methods, and next steps; process payments and arrangements accurately.
• -Meet established daily activity and monthly outcome expectations, including contact effectiveness, Promise-to-Pay generation and kept rates, dollars recovered, delinquency cures, and roll prevention.

• -Manage an assigned delinquent portfolio and prioritize work based on delinquency stage, risk, broken promises, required next action, and potential account impact.
• -Complete callbacks, Promise-to-Pay follow-up, broken-promise activity, account actions, and required documentation within established time frames.
• -Use approved skip-tracing methods, maintain accurate contact information, and recommend repossession, recovery, legal review, or other next steps when voluntary collection efforts are unsuccessful.
• -Maintain ownership of assigned accounts until the matter is resolved, transferred, or appropriately escalated.

• -Remain logged in, available, and prepared to accept calls during assigned inbound coverage and comply with established schedule, queue, system-status, break, lunch, and availability expectations.
• -Balance inbound calls, outbound collection work, portfolio follow-up, and documentation responsibilities throughout each workday.
• -Maintain reliable attendance and punctuality and support backup coverage, department priorities, and time-sensitive work as assigned.

• -Maintain complete, accurate, timely, and professional account notes, codes, dispositions, payment commitments, follow-up dates, and supporting documentation.
• -Follow applicable laws, regulations, policies, procedures, confidentiality requirements, and escalation protocols for bankruptcy, real estate, disputes, fraud, complaints, military protections, legal matters, and other specialized circumstances.
• -Participate in call monitoring, Quality Control reviews, coaching, training, and performance discussions and demonstrate timely and sustained application of feedback.

• -Evaluate hardship situations and offer authorized payment arrangements, assistance options, or account solutions within established procedures and authority limits.
• -Coordinate with management, internal departments, and approved partners to resolve complex, high-risk, or out-of-authority account matters.

• -Perform other job-related duties as assigned.
• -Participate in cross-training, process updates, backup coverage, and workflow improvements that support effective Collections operations.

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

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.

A two-year college degree or equivalent education is required.…