Bilingual-Member Advocate

Job Description

Job Description

Position Summary 

The Member Advocate is responsible for contacting members with delinquent accounts to offer solutions, resolve past-due balances, and support financial wellness. This role manages consumer loan accounts from early-stage delinquency through the final steps after referral to repossession or charge off. Member Advocates are the frontline of the credit union’s loss mitigation efforts, balancing recovery of past-due funds with a high level of service, empathy, and strict adherence to all regulatory and policy requirements. 

Essential Job Functions and Responsibilities

Member Contact & Account Resolution- Member Advocates are responsible for communicating with members regarding delinquent accounts through manual or automated phone calls, emails, SMS, and other approved channels. They work directly with members to collect payments or establish repayment arrangements and assess individual situations to identify solutions such as payment plans, due date changes, or hardship options within policy. All communications must be documented accurately and promptly in the collections system, and any accounts requiring additional review or pre-repossession action are escalated according to established protocols. 

Compliance & Policy Adherence- Compliance is a core responsibility of the Member Advocate role. Employees must follow all applicable regulations—including FDCPA, FCRA, UDAAP, and NCUA guidance—as well as internal credit union policies. Member Advocates safeguard confidential member information, maintain accurate recordkeeping, and promptly notify supervisors of potential compliance or risk issues to protect the credit union and its members. 

Team Collaboration & Continuous Improvement- Member Advocates collaborate with peers and supervisors to improve processes, share best practices, and support team goals. They provide feedback on member trends or system issues that may impact collection effectiveness and actively participate in training and skill development opportunities to enhance their performance. 

Minimum Qualifications

Educational Requirements

High School Diploma, or GED required

Certificates/Licenses

Reliable transportation is required.

Experience

• 2 years of experience in a call center, financial services, sales, customer account management, or similar environment. 

• At least 1 year of collections experience preferred.

• Basic understanding of loans, billing, or payment obligations. 

• Experience with basic account research or skip tracing 

• Ability to work assigned account queues, portfolios, or workloads within defined productivity and quality standards

Position Competencies

Delivering Results - Focuses on understanding and addressing customer needs; sets high standards for work quality and quantity; delivers high productivity in a focused and timely manner; structures and prioritizes work activities; shows commitment to the organization.

Communication - Understands spoken information; speaks clearly and understandably; presents with confidence; gauges audience reaction, interest, and understanding, and adjusts communication style or content accordingly.

Dependability - Takes direction from others; adheres to regulations, policies, procedures, and legal obligations; is punctual and reliable; performs work in a safe and secure manner, prioritizing the safety and security of individuals, materials, and information.

Ethics and Values - Upholds ethical standards and values; maintains confidentiality; follows through on commitments; encourages responsibility towards the community and the environment.

Adaptability - Adapts well to ambiguity, change, and different cultures; finds positive opportunities in these circumstances.

Additional Requirements

Job Knowledge 

• Basic knowledge with Microsoft Office programs

• Working knowledge of consumer loan products, payment structures, and delinquency stages. 

• Understanding of basic collection concepts, including past-due accounts, payment arrangements, extensions, and due dates. 

• Awareness of regulatory and compliance requirements applicable to consumer collections (e.g., FDCPA, UDAAP principles), with the ability to follow established guidelines. 

• Ability to accurately document account activity, conversations, and actions in accordance with internal standards. 

• Familiarity with collection systems, call handling tools, and account management platforms. 

Interpersonal Skills 

• Ability to communicate respectfully and professionally with members experiencing financial hardship 

• Ability to remain calm, composed, and courteous in difficult or emotionally charged conversations 

• Ability to explain account information, options, and next steps in a clear and straightforward manner 

• Ability to actively listen and respond appropriately to member concerns or questions 

• Ability to maintain appropriate boundaries while enforcing policies and payment expectations 

• Ability to work effectively within a team environment. 

• Ability to accept coaching and apply feedback to improve performance and quality 

• Ability to resolve conflict and make appropriate decisions within established guidelines 

Working Conditions

Work Environment

Routinely perform work indoors in climate controlled private office with minimal noise 

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform intermediate mathematical calculation with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside the organization and demonstrate the highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. 

Physical Demands

• Must be able to remain in a stationary position (e.g., sitting at a desk) for extended periods.

• Occasional movement around the office to attend meetings or collaborate with team members.

• Ability to operate a computer and other office equipment as needed.