Collections Specialist - Member Care Advocate

Job Type Full-time Description Collections Specialist / Member Care Advocate The Member Care Advocate works directly with members who may be experiencing financial difficulties, connecting with them through both inbound and outbound calls. The focus of this role is not just on collecting payments, but on understanding each member's situation and working together to find practical solutions that help them stay on track. By reviewing account history and having thoughtful conversations, the Member Care Advocate identifies realistic repayment options that resolve delinquency and help reduce charge-offs. Success in this role comes from balancing accountability with empathy, by encouraging members to meet their obligations while supporting them in a way that reflects our Mission, Vision, and Values. This is a great opportunity for someone who enjoys problem-solving, building rapport, and making a meaningful difference for members while contributing to the financial strength of the Credit Union. Principle Accountabilities: Through combination of outbound and inbound calls, develop action plans to bring accounts current and recover charged off accounts through skills of negotiation, use of tools, active listening, open ended inquisition, and ability to hold contract holders accountable while balancing member centricity with credit union/department policies. Maintain accurate concise documentation of member interaction, including plans for follow up and resolution of delinquency. Skip trace using all available tools. Assist branch personnel, members at branches, and other departments through inbound calls by demonstrating a sense of ownership and teamwork. Complete clerical work to include obtaining and updating insurance documents as needed and additional work as needed for department. Research pay history to resolve misapplied payments or wrong due dates. Perform collection duties in compliance with all regulatory requirements and internal credit union /department policies and procedures. Assist with training of new collection personnel. Demonstrate the ability to always promote and protect the interest of the credit union. Perform other duties as assigned. Exhibit willingness to go above and beyond to assist as needed. Shows initiative and drive for results. Competencies: Technical capacity Shows initiative Communication proficiency Dependability Negotiation Skills Ethical conduct Sound judgement Time management Problem solving/analysis Team focused attitude Flexibility Willingness to learn and accept feedback Balancing member Centric with Credit Union and Regulations Positive and Respectful attitude Ability to have difficult conversations in professional manner Requirements Education and Experience: Minimum of two years of collections experience, preferably in a financial institution. Will substitute customer service experience in call center. Knowledge of computers and experience using word and excel Experience working independently as well as in a team setting High school diploma or equivalent Salary Description $19 - $24 hourly

Created: 2026-03-10