Collections Loan Adjuster II (Administrative)
Role:
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.
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:
40% Debt Collection & Negotiation:
- 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.
20% Skip Tracing & Payment Processing:
- 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.
15% Financial Analysis & Collateral Recovery:
- Analyze the financial situation of delinquent borrowers to determine appropriate next steps.
- Recommend repossession of collateral when attempts to bring loans current are unsuccessful.
10% File Maintenance & Reporting:
- Maintain accurate files on all collection activities and progress.
- Regularly report on the status of delinquent accounts and collections.
10% Auto-Dialer Usage:
- Log a minimum of 10% of total work time into the auto-dialer system.
5% Perform all other job related duties as assigned.
Performance Measurements:
- See Dayforce (HRIS) Performance Management for Goals upon start in role, and annually.
Knowledge and Skills:
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.
Interpersonal Skills: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.
Other Skills:
- 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.
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.
