Collections Loan Adjuster II (Hybrid in Syracuse, NY)

Empower FCU Purpose: At every stage of life, positively impact members by providing affordable financial services.
Empower FCU Core Values: Fairness, Integrity & Honesty
Empower FCU Strategic Pillars:
• 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!

A World-Class Employee Experience: 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.
Be Yourself, Belong with Empower: 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.


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.

Essential Functions & Responsibilities:
45% Collection Activity, Member Engagement, & Resolution:
-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.
20% Portfolio Management & Follow-Up:
-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 timeframes.
-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.
15% Inbound Coverage, Schedule, & Work Discipline:
-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.
10% Documentation, Quality, Compliance, & Coaching:
-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.
10% Hardship & Specialized Account Resolution:
-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.
5% Other Duties & Continuous Improvement:
-Perform other job-related duties as assigned.
-Participate in cross-training, process updates, backup coverage, and workflow improvements that support effective Collections operations.

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

Knowledge and Skills:
Experience: 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.

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.

Interpersonal Skills:
Member Experience, Professional Conduct, & Quality Expectations:
-Employees in this role are expected to represent Empower FCU with professionalism, integrity, fairness, and accountability in all interactions with members, internal partners, vendors, attorneys, and third parties.
-This role supports Empower FCU's commitment to Member Experience, Employee Experience, Growth for Impact, and Community Value by ensuring assigned work is completed accurately, timely, and in accordance with department expectations, applicable procedures, quality standards, and performance scorecard goals.
-Employees are expected to communicate professionally, use sound judgment, support appropriate issue resolution, and maintain the level of documentation required to support accurate account handling, quality review, regulatory compliance, and business continuity.
-Employees are expected to remain flexible in supporting department priorities, cross-training, backup coverage, and time-sensitive work as needed to ensure continuity of service and effective support of Empower FCU's members.

Other Skills:
-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 established daily and monthly scorecard expectations, and comply with schedule and queue requirements.
-Ability to interpret account status, determine appropriate next steps, exercise sound judgment, and escalate legal, high-risk, or out-of-authority matters appropriately.
-Strong attention to detail and ability to maintain accurate records, protect confidential information, follow documented 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 basic mathematical concepts, including percentages, ratios, and proportions, as applied to account review, payment arrangements, and reporting.
-Experience operating general office equipment, including calculators, computers, headsets, and multi-line phone systems.

Physical Requirements: 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 individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to sit for long periods at a time, use hands to finger, handle, or feel, and talk or hear. The employee is occasionally required to walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.


Empower Federal Credit Union is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic including race, religion, ethnicity, color, national or ethnic origin, age, sex, sexual orientation, gender identity or expressions, transgender status, sexual or other reproductive health decisions, marital status, ancestry, citizenship status, physical or mental disability, genetic information/ predisposition or carrier status, status in the uniformed services of the United States (including veteran status) or any other basis protected by applicable national, federal, state, provincial or local law. Our Equal Employment Opportunity Policy Statement reaffirms our commitment.

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Empower Federal Credit Union is committed to equal opportunity to qualified persons without regard to basis of race, religion, ethnicity, color, national or ethnic origin, age, sex, sexual orientation, gender identity or expressions, transgender status, sexual or other reproductive health decisions, marital status, ancestry, citizenship status, physical or mental disability, genetic information/ predisposition or carrier status, status in the uniformed services of the United States (including veteran status) or any other basis protected by applicable national, federal, state, provincial or local law. Empower Federal Credit Union will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. If you are interested in applying for an employment opportunity and feel you need a reasonable accommodation pursuant to the ADA, please contact us through one of the methods listed below:

a) Fax: 315.455.5423
b) US Mail: 1 Member Way Syracuse, NY 13212
c) Phone: 800.462.5000