Member Care Advocate (Collections) at Trax Credit Union

Tampa, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Jul, 26

Salary

0.0

Posted On

10 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Collections, Negotiation, Active listening, Skip tracing, Communication, Problem solving, Time management, Data entry, Customer service, Microsoft Word, Microsoft Excel, Analytical skills, Conflict resolution, Regulatory compliance

Industry

Banking

Description

Description Member Care Advocate (Collections) The basic function of this position is to make outbound and receive inbound calls on delinquent and charge off accounts & to analyze a member’s account record to develop the most effective approach to resolving delinquency & recovering/reducing charge off. The Member Care Advocate is expected to pursue a course of action that will quickly and successfully motivate the member to pay in accordance with CU procedures, and the Mission, Vision, Values and Pledge to our shareholders. 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

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Responsibilities

The Member Care Advocate manages outbound and inbound calls to resolve delinquent accounts and recover charged-off balances. They are responsible for maintaining accurate documentation, performing skip tracing, and ensuring all collection activities comply with regulatory requirements.