Collections Loan Adjuster II

• Conduct inbound and outbound collection calls for delinquent consumer loan and credit accounts.
• Present past-due amounts, determine reasons for delinquency, and assess ability, willingness, and intent to pay.
• Apply collection strategies based on product type, delinquency stage, collateral status, account risk, and member circumstances.
• Negotiate payment commitments and accurately process payments and arrangements.
• Meet activity and outcome expectations, including contact effectiveness, Promise-to-Pay generation and kept rates, dollars recovered, delinquency cures, and roll prevention.
• Manage assigned delinquent portfolios and prioritize work based on risk and required next actions.
• Complete callbacks, Promise-to-Pay follow-up, broken-promise activity, account actions, and documentation.
• Perform skip tracing and recommend repossession, recovery, legal review, or escalation when needed.
• Maintain ownership of accounts until resolved, transferred, or escalated.
• Maintain inbound availability and balance calls, outbound work, follow-up, and documentation.
• Maintain accurate account notes, codes, dispositions, payment commitments, follow-up dates, and supporting documentation.
• Follow applicable laws, regulations, policies, confidentiality requirements, and escalation protocols.
• Participate in call monitoring, quality control reviews, coaching, training, and performance discussions.
• Evaluate hardship situations and offer authorized payment arrangements or assistance options.
• Coordinate with management, internal departments, and approved partners on complex or high-risk matters.
• Participate in cross-training, process updates, backup coverage, and workflow improvements.

• Minimum 2 years of direct consumer loan collections, account recovery, or comparable delinquency-resolution experience in a phone-based, performance-measured environment.
• Experience contacting delinquent borrowers, requesting payment, overcoming objections, negotiating payment commitments, completing follow-up, and documenting collection efforts.
• A two-year college degree or equivalent education is required; specialized certification, licensing, relevant training courses, apprenticeship skills, or relevant work experience may be considered as alternatives.
• Strong knowledge of consumer collections procedures, delinquency management, payment and hardship options, skip tracing, collateral recovery, documentation standards, and member service expectations.
• Demonstrated collection-conversation, fact-finding, negotiation, influencing, objection-handling, and problem-solving skills.
• Ability to manage an assigned portfolio, prioritize daily work, meet daily and monthly scorecard expectations, and comply with schedule and queue requirements.
• Ability to interpret account status, determine next steps, exercise sound judgment, and appropriately elevate legal, high-risk, or out-of-authority matters.
• Strong attention to detail; ability to maintain accurate records, protect confidential information, follow procedures, and respond constructively to coaching.
• Proficiency in Microsoft Office and applicable core, collection, dialer, payment, Salesforce, document, email/inbox, and workflow systems.
• Ability to work with percentages, ratios, and proportions for account review, payment arrangements, and reporting.
• Experience operating calculators, computers, headsets, and multi-line phone systems.
• Ability to sit for long periods and occasionally lift or move up to 25 pounds.
• Ability to work in a hybrid model with a minimum of 5 days in office per month.

Demonstrates expertise in consumer loan collections, including negotiation, skip tracing, and delinquency management. Proficient in maintaining accurate records and adhering to compliance standards while effectively managing a portfolio of delinquent accounts.

• Consumer Loan Collections
• Negotiation Skills
• Skip Tracing
• Delinquency Management
• Microsoft Office Proficiency

• Account Recovery
• Payment Arrangements
• Objection Handling
• Fact-Finding
• Problem Solving
• Performance Measurement
• Documentation Standards
• Payment Options
• Portfolio Management
• Account Status Interpretation

• Attention to Detail
• Influencing Skills
• Constructive Response to Coaching
• Prioritization
• Sound Judgment

• Two-Year College Degree
• Specialized Certification
• Relevant Training Courses

• Delinquency Resolution
• Payment Commitments
• Confidentiality Requirements
• Quality Control Reviews
• Cross-Training

• Salesforce
• Dialer Systems
• Document Management Systems
• Email/Inbox Systems
• Workflow Systems