Member Advocate bei TTCU Federal Credit Union

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 before 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 reaching out to members with delinquent accounts through phone, email, text, 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.

Queue & Workflow Management - Member Advocates manage assigned queues daily to ensure timely follow-up and adherence to department standards. They prioritize work based on account risk, stage of delinquency, and direction from their supervisor. This role also participates in outbound campaigns and targeted collection initiatives to improve cure rates and overall team performance.

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

Must have and maintain a valid driver's license

Experience

Prior experience in collections, customer service, or financial services preferred but not required.

Knowledge of loan products and payment processing is helpful.

Strong verbal and written communication skills.

Basic proficiency with Microsoft Office (Excel, Word, Outlook) and ability to learn new systems quickly.

Comfortable working in a performance-driven environment with measurable goals.

Additional Requirements

Job Knowledge

· Basic knowledge with Microsoft Office (Word, Excel, PowerPoint, SharePoint, Teams and Outlook)

· Experience with or ability to learn key platforms such as Keystone, OnBase, Temenos, and Genesys.

· Good organization skills and attention to detail and accuracy

· Familiarity with loan language and payment posting process

· Excellent problem solver and decision maker; excellent conflict resolution skills

Interpersonal Skills

· Excellent communication and listening skills with the ability to de-escalate and resolve member concerns.

· Willingness to learn and apply coaching feedback to continuously improve performance.

· Ability to create an atmosphere which promotes TTCU’s Core Values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic and professional demeanor while providing extraordinary service to members and fostering teamwork among employees.

Working Conditions 

Work Environment 

Routinely perform work indoors in climate controlled shared workspace with moderate noise. 

Perform the job independently and work effectively either on own or as part of a team. 

Plan own work activity as well as the work activity of others.  

Capable of regular, reliable, and timely attendance. 

Physical Demands 

Routinely perform primarily sedentary work with limited physical exertion, and lifting up to 10lbs 

Must be able to operate office equipment including computers, cell phone, telephone, copier, and calculators 

Routinely perform work on a computer for an average of 6-8 hours per day 

Capable of climbing/descending stairs in emergency situations 

Capable of working extended hours whenever required or requested by management on occasion 

Travel 

Occasional travel by automobile for meetings, conferences, and industry related events 

Occasional travel by commercial airlines, rental vehicles, and public transportation for conferences, seminars, and industry related events 

Employee Statement of Understanding 

I have read and understand the job description for my position. I understand that my supervisor may assign additional projects and/or responsibilities not covered in the description.  

I am able to perform all of the essential functions of this position.  

I agree to comply with the corporate compliance policy and all laws, rules, regulations, and standards of conduct relating to my position. As an employee, I understand my duty to report any suspected violations of the law or the standards of conduct to my immediate supervisor.  

As an employee, I will strive to uphold the mission and vision of the organization. All employees are required to adhere to the values in all their interactions with members and fellow employees.