Bilingual-Member Advocate

TTCU•Tulsa, OK

14h•Onsite

About The Position

The Member Advocate is responsible for contacting members with delinquent accounts to offer solutions, resolve past-due balances, and support financial wellness. This role manages consumer loan accounts from early-stage delinquency through the final steps before referral to repossession or charge off. Member Advocates are the frontline of the credit union’s loss mitigation efforts, balancing recovery of past-due funds with a high level of service, empathy, and strict adherence to all regulatory and policy requirements.

Requirements

High School Diploma, or GED required
2 years of experience in a call center, financial services, sales, customer account management, or similar environment.
Basic understanding of loans, billing, or payment obligations.
Experience with basic account research or skip tracing
Ability to work assigned account queues, portfolios, or workloads within defined productivity and quality standards
Basic knowledge with Microsoft Office programs
Working knowledge of consumer loan products, payment structures, and delinquency stages.
Understanding of basic collection concepts, including past-due accounts, payment arrangements, extensions, and due dates.
Awareness of regulatory and compliance requirements applicable to consumer collections (e.g., FDCPA, UDAAP principles), with the ability to follow established guidelines.
Ability to accurately document account activity, conversations, and actions in accordance with internal standards.
Familiarity with collection systems, call handling tools, and account management platforms.
Ability to communicate respectfully and professionally with members experiencing financial hardship
Ability to remain calm, composed, and courteous in difficult or emotionally charged conversations
Ability to explain account information, options, and next steps in a clear and straightforward manner
Ability to actively listen and respond appropriately to member concerns or questions
Ability to maintain appropriate boundaries while enforcing policies and payment expectations
Ability to work effectively within a team environment.
Ability to accept coaching and apply feedback to improve performance and quality
Ability to resolve conflict and make appropriate decisions within established guidelines

Nice To Haves

At least 1 year of collections experience preferred.

Responsibilities

Communicating with members regarding delinquent accounts through manual or automated phone calls, emails, SMS, and other approved channels.
Working directly with members to collect payments or establish repayment arrangements.
Assessing individual situations to identify solutions such as payment plans, due date changes, or hardship options within policy.
Documenting all communications accurately and promptly in the collections system.
Escalating accounts requiring additional review or pre-repossession action according to established protocols.
Following all applicable regulations—including FDCPA, FCRA, UDAAP, and NCUA guidance—as well as internal credit union policies.
Safeguarding confidential member information.
Maintaining accurate recordkeeping.
Promptly notifying supervisors of potential compliance or risk issues.
Collaborating with peers and supervisors to improve processes, share best practices, and support team goals.
Providing feedback on member trends or system issues that may impact collection effectiveness.
Actively participating in training and skill development opportunities to enhance performance.