Member Care Advocate (Collections)

TRAX CREDIT UNION - Tampa, FL

Full-time

Tampa, FL

About the position

The Member Care Advocate (Collections) plays a crucial role in analyzing members' payment histories and relationships with the Credit Union to effectively resolve delinquency issues. This position is responsible for developing action plans to bring accounts current while adhering to the Credit Union's policies and values. The advocate must motivate members to fulfill their payment obligations and ensure compliance with relevant regulations.

Responsibilities

• Develop action plan to bring accounts current over time following the credit union policies.
• Maintain accurate concise documentation of member interaction, including plans for follow up and resolution of delinquency.
• Skip trace using available tools and agencies.
• Work Charged-off accounts for recovery.
• Receive calls from branches and help with members at those sites.
• Update insurance documents as needed for compliance.
• Use tools such as extensions, skip payment, lock account, and consolidation of loans to cure delinquency.
• Research misapplied payments or wrong due dates.
• Perform collection duties in compliance with Fair Debt Collection Act and other internal collection policies and procedures.
• Assist with training of new collection personnel.
• Always promote and protect the interests of the credit union.
• Perform duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent.
• Minimum of two years of collections experience, preferably in a financial institution.
• Experience with Microsoft Office products.
• Experience working independently as well as in a team setting.