Member Care Advocate (Collections)

Key Responsibilities

• Manage inbound and outbound calls to develop effective action plans for bringing delinquent accounts current and recovering charged-off balances through skilled negotiation, active listening, open-ended questioning, and appropriate accountability of contract holders
• Maintain accurate and concise documentation of member interaction, including plans for follow up and resolution of delinquency
• Skip trace using all available tools
• Provide support to branch personnel, members, and other departments through inbound calls, demonstrating a strong sense of ownership and collaboration
• Perform clerical duties including obtaining and updating insurance documents and providing additional departmental support as needed
• Research pay history to resolve misapplied payments or wrong due date
• Perform collection duties in compliance with all regulatory requirements and internal credit union /department policies and procedures

Requirements

• Minimum of two years of collections or call center experience, preferably in a financial institution
• Knowledge of computers and experience using word and excel
• Experience working independently as well as in a team setting
• High school diploma or equivalent

Benefits

• Medical, Dental, and Vision coverage
• Employer-paid Short-Term & Long-Term Disability
• Life and AD&D Insurance
• 401(k) Retirement Plan
• Free Choice Plus Checking Account
• Exclusive Employee Financial Perks after 90 days on the job
• Loan discounts for consumer and home loans