Collections Loan Adjuster II (Hybrid in Syracuse, NY

Empower FCU

Purpose:

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

Fairness, Integrity & Honesty

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

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 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.

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…