Member Advocate 2 - Middle Stage

My Community Credit Union • Midland, TX

9d • $18 - $22

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

• Manage mid-stage and escalated delinquent accounts.
• Work closely with members to explain repayment options.
• Assess financial hardship.
• Negotiate appropriate arrangements within established authority levels.
• Provide sound judgment and detailed documentation.
• De-escalate challenging conversations while maintaining compliance and professionalism.
• Support team success by assisting Level 1 Advocates with escalated situations.
• Identify trends impacting delinquency.
• Recommend process improvements that strengthen overall performance.
• Makes difficult conversations respectful, supportive, and member‑focused.
• Documents accurately, follows procedures closely, and pays attention to account details.
• Owns outcomes, follows through, and represents MCCU with professionalism.
• Identifies solutions that support both the member and the credit union.
• Supports teammates, escalates concerns appropriately, and speaks up to improve processes.

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.

What This Job Offers

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