Member Advocate 1 - Early Stage
About The Position
To preserve the credit union's assets by effectively controlling delinquent loan accounts, collecting delinquent loan payments and/or recovering collateral. Negotiates account resolution, accurately documenting actions within the collection systems. Ideal Characteristics: Strong communicator and negotiator: Effectively engages with members to resolve delinquent accounts using empathy, tact, and persuasive negotiation skills. Detail-oriented and organized: Maintains accurate, up-to-date records of all collection activities and follows established procedures meticulously. Analytical problem-solver: Assesses members’ financial situations to recommend appropriate solutions or escalations, using sound judgment and limited options. Resilient and goal-driven: Stays focused in a high-call-volume environment (15+ calls/hour), aiming to maximize recovery while maintaining professionalism. Compliance-minded: Understands and follows all credit union policies and relevant regulations to ensure ethical and legal collection practices.
Requirements
- Previous experience demonstrating effective negotiation skills.
- Graduation from an accredited senior high school or equivalent or GED
- Strong 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 is usually 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.
- Problems encountered are relatively simple in nature, requiring some analysis or research to determine the best solution from a limited number of prescribed options.
- Ability to negotiate effectively (i.e. ability to use full and complete information to negotiate best arrangement).
Responsibilities
- Contacts members regarding delinquent accounts by phone and mail, taking appropriate action to bring accounts current.
- Primary responsibility for Telephone Collectors focus on inbound /outbound collection efforts, with minimal to no other administrative responsibilities.
- Analyzes financial situation of delinquent borrowers; makes recommendations to escalate the account to a Member Advocate 2, Member Advocate 3, and/or Management for further review when other arrangements to bring the loan current are unsuccessful.
- Maintains accurate files and reports on all collections activity.
- Informs management of trends in loan underwriting contributing to delinquent/charged-off loans.
- Timely completes all required compliance/operations training.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
51-100 employees
