Member Care Advocate

4 weeks ago


Tampa, United States Trax Credit Union Full time
Job DescriptionJob DescriptionDescription:

Member Care Advocate (Collections)


The basic function of this position is to analyze a member’s past payment record and the relationship with the Credit Union to develop the most effective approach to resolving delinquency. 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.


Duties and Responsibilities:

Core duties and responsibilities include the following. Other duties may be assigned by management

  • 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 incompliance 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.

Competencies:

  • Technical capacity
  • Communication proficiency
  • Dependability
  • Ethical conduct
  • Sound judgement
  • Time management
  • Problem solving/analysis
Requirements:

Education and Experience:

  • 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



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