Member Advocate 2 - Middle Stage
About The Position
The Member Advocate II plays a critical role in managing mid‑stage and escalated delinquent accounts. This position works closely with members to explain repayment options, assess financial hardship, and negotiate appropriate arrangements within established authority levels. The role requires sound judgment, detailed documentation, and the ability to de‑escalate challenging conversations while maintaining compliance and professionalism. Member Advocate IIs also support team success by assisting Level 1 Advocates with escalated situations, identifying trends impacting delinquency, and recommending process improvements that strengthen overall performance.
Requirements
- One to three years of experience in loan collections, preferably in a financial services environment
- Experience handling multiple stages of delinquency preferred
- High‑volume inbound/outbound call experience (collections, servicing, or member services)
- Graduation from an accredited senior high school or equivalent or GED
- Strong communication, negotiation, and problem‑solving skills
- Ability to manage sensitive conversations with professionalism, empathy, and discretion
- Strong analytical skills and attention to detail
- Ability to prioritize and manage a high volume of accounts efficiently
Responsibilities
- Support members through financial hardship with clear, respectful guidance.
- Protect credit union assets through effective collection and recovery efforts.
- Ensure accurate, detailed documentation on higher‑risk accounts.
- Improve consistency and quality in delinquency management.
- Strengthen team performance through collaboration and knowledge sharing.
- Identify trends that help inform underwriting and servicing improvements.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
