Member Care Advocate; Collections

Overview

Member Care Advocate (Collections) The basic function of this position is to make outbound and receive inbound calls on delinquent and charge off accounts and to analyze a member’s account record to develop the most effective approach to resolving delinquency and 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.

• 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 inquiry, 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.

• 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

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