Collections Representative

About the role

We are seeking motivated and detail-oriented Loan Adjustors (Levels I–III) to join our Retail Lending team. In this role, you will manage delinquent loan accounts by working directly with customers to identify solutions, establish payment arrangements, and help bring accounts back to a current status. Depending on experience level, you will handle a range of accounts—from early-stage delinquencies to complex, late-stage collections and recovery efforts—while ensuring compliance with all policies and regulations.

Responsibilities

• Contact customers with past-due accounts to discuss repayment options and establish payment plans
• Negotiate solutions that align with both customer needs and bank guidelines
• Analyze borrower financial situations to determine appropriate collection strategies (Levels II & III)
• Maintain accurate and detailed records of all account activity, communications, and payment arrangements
• Research and resolve account discrepancies, including payment issues and transaction history
• Prepare written correspondence, including demand letters and customer communications
• Possess strong communication and negotiation skills
• Work independently or as part of a team
• Ensure compliance with all regulatory requirements and internal policies

Qualifications

• Education: High School Diploma or GED required
• Experience: Level I: 1+ year of customer service, collections, or related experience
  Level II: 3+ years of collections or loan servicing experience
  Level III: 3+ years (typically 5+) in advanced collections, recovery, or complex account management
• Skills: Strong communication and negotiation skills, excellent customer service and problem-solving abilities, high attention to detail and ability to manage multiple priorities, analytical mindset with sound decision-making skills (especially Levels II & III), comfortable working with systems, data, and documentation, knowledge of collections practices, regulations, and loan products preferred