Member Advocate 1 - Early Stage

My Community Credit Union • Midland, TX

5d

About The Position

The Member Advocate I is responsible for managing early-stage delinquent accounts and supporting members in bringing their loans current. This role focuses heavily on inbound and outbound phone communication, helping members understand repayment options, and documenting all activity accurately within collection systems. You’ll analyze account circumstances, offer appropriate solutions within established guidelines, and escalate accounts when necessary. Success in this role requires professionalism, consistency, and a member-focused approach while protecting the credit union’s assets.

Requirements

• Six months to one year of experience demonstrating effective negotiation or member service skills
• Graduation from an accredited senior high school or equivalent, or GED
• Strong written and verbal communication skills
• Ability to manage sensitive, confidential conversations with professionalism and discretion
• Strong attention to detail and accurate documentation habits
• Ability to manage a high volume of accounts efficiently
• Patience, empathy, and emotional intelligence when working with members under stress
• Basic analytical and problem-solving skills

Responsibilities

• Manage early-stage delinquent accounts.
• Support members in bringing their loans current.
• Focus on inbound and outbound phone communication.
• Help members understand repayment options.
• Document all activity accurately within collection systems.
• Analyze account circumstances.
• Offer appropriate solutions within established guidelines.
• Escalate accounts when necessary.
• Communicate respectfully and clearly, even during sensitive or difficult conversations.
• Document account activity accurately and follow established procedures.
• Own assigned accounts and follow through on commitments.
• Identify repayment and hardship solutions that balance member needs and organizational goals.
• Support team success through thorough documentation and collaboration.

Benefits

• Equal opportunity employer status
• Consideration for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability
• Reasonable accommodation for disabled individuals in the application and/or interview process
• Criminal background and credit check will be conducted for all employment offers

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED