Consumer Loan Adjuster II

Job Summary: The Consumer Loan Adjuster II is essential in managing and servicing defaulted consumer loans, guiding them from initial delinquency to charge-off or recovery. This role adheres closely to Bank policies and all relevant regulations, including the Fair Debt Collection Practices Act. The focus is on various loan types, such as installment, revolving, auto, boat, and residential mortgage loans. An Adjuster is expected to deliver outstanding customer service while maintaining clear and effective communication with customers through phone, electronic, and written correspondence. The Adjuster plays a critical role in reducing delinquency rates on assigned accounts using professional collection strategies and customer service techniques. This position requires rapid investigation and resolution of customer concerns. Adjusters will identify reasons for delinquency and employ strong negotiation skills to collect payments, establish promises to pay, and refer customers for hardship assistance when appropriate. Meeting or exceeding performance standards set by the Collections Department Manager is essential. Essential Job Functions: Collaborate effectively in a remote team environment to achieve both individual and group objectives. Manage a daily portfolio of delinquent accounts, including updating customer responses and promises to pay. Document all collection activities and customer interactions accurately within loan servicing systems. Handle challenging customer interactions with professionalism and composure. Ensure effective communication through all contact methods, including incoming and outgoing calls, emails, and written correspondence. Investigate and address customer disputes regarding account histories; escalate to Collections Manager as necessary. Demonstrate decisive problem-solving when engaging with delinquent loan accounts. Maintain communication with the Collections Manager about hurdles affecting account collections. Cross-train and multi-task to fulfill core responsibilities and support team initiatives. Meet performance goals and expectations in a remote team setting. Engage in performance reviews and self-assess effectiveness in achieving monthly objectives. Abide by all legal and ethical standards, as well as Bank policies and regulations. Build strong relationships with internal departments, such as retail lending and loan operations, for prompt resolution of defaulted loans. Conduct skip tracing to update borrower location and contact details. Prepare, verify, and proofread written communications to borrowers in default, like default and demand letters. Compile forms and reports for the Collection Manager, including charge-off documentation. Coordinate third-party visits to the collateral properties of delinquent accounts, in line with Bank policies. Consent to being recorded during inbound and outbound calls as part of job responsibilities. Complete additional tasks as assigned by the Collections Manager and leadership team. Education and Experience: High School Diploma required. 1-2 years of collections or relevant customer service experience preferred. Ability to compose clear correspondence, including emails and demand letters. Professional communication skills for customer interactions via phone and video. Proficient in core banking systems, Microsoft Word, and Excel at an intermediate level. General knowledge of banking, finance, and loan products, including installment loans and residential mortgages. Understanding of debt collection laws, including the Fair Debt Collection Practices Act. Proven ability to work productively and foster a positive remote team culture. Strong analytical and problem-solving skills. The statements above are intended to provide a general understanding of the role. They are not exhaustive and may be subject to adjustments based on business needs. All associates are expected to comply with the highest legal and ethical standards in the industry. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer must inform all applicants of their rights according to federal employment laws. For more information, please review the Know Your Rights notice from the Department of Labor.

Created: 2026-03-08