Member Care Advocate (Collections)

Job Description

Job Description

Description:

Who We Are

At Trax Credit Union, we exist to move people forward. We are committed to creating a path to financial health for every member we serve. Our work is guided by accountability, service, passion, integrity, respect, and excellence—and we’re looking for leaders who bring these values to life every day.

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

• Bilingual in English and Spanish strongly preferred 
• 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

Why Trax Credit Union

At Trax, we invest in our employees so they can deliver their best every day. We are proud to offer the following 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 

Our Commitment

At Trax Credit Union, we don’t just manage finances—we help people move forward. If you are passionate about making a difference, leading with integrity, and creating meaningful impact in your community, we encourage you to apply.