Member Advocate 2 - Middle Stage at None

Summary:

To preserve the credit union's assets by effectively controlling delinquent loan accounts, collecting delinquent loan payments and/or recovering collateral. Negotiates account resolution, accurately documenting actions within the collection systems.

Ideal Characteristics:

• Strong Negotiation & Communication Skills - Able to effectively engage with members to resolve delinquencies while maintaining professionalism, tact, and empathy.
• Analytical Thinker - Evaluates borrower financial situations and identifies appropriate solutions or escalation paths based on policies and precedent.
• Detail-Oriented & Accurate - Maintains thorough and accurate records of collection activities, ensuring all documentation supports recovery efforts and compliance.
• Results-Driven & Efficient - Manages a high-volume call workload (12+ calls/hour) while staying focused on recovery goals and minimizing charge-offs.
• Regulatory & Policy Compliant - Understands and adheres to all credit union policies, collection laws, and industry regulations to protect both the member and institution.

Knowledge and Skills:

1. Experience
   • One to two years of similar or related experience. 
   • Previous experience demonstrating effective negotiation skills
2. Education
   • Graduation from an accredited senior high school or equivalent or GED
3. Skills
   • Strong interpersonal skills. A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.
   • Problems encountered are somewhat complex, requiring analysis of data, weighing the outcomes of a decision. Problems are generally similar in nature, with previous precedent to draw on. 
   • Ability to negotiate effectively (i.e. ability to use full and complete information to negotiate best arrangement).

Essential Functions & Responsibilities:

1. Contacts members regarding delinquent accounts by phone and mail, taking appropriate action to bring accounts current. 
   • Primary responsibility for Telephone Collectors focus on inbound /outbound collection efforts, with minimal to no other administrative responsibilities
2. Analyzes financial situation of delinquent borrowers; makes recommendations to escalate the account to a Member Advocate 3, and/or Management for further review when other arrangements to bring the loan current are unsuccessful.
3. Maintains accurate files and reports on all collections activity.
4. Informs management of trends in loan underwriting contributing to delinquent/charged-off loans. 
5. Timely completes all required compliance/operations training.

Performance Measurements:

1. Maximizes the collection and/or recovery of credit union assets from delinquent or charged -off loans.
2. Middle Stage (40 to 60 days) Collectors are responsible for handling a minimum average of 12 calls per hour.
3. Maintains accurate and complete records of all collection and recovery activity.
4. Ensures that all collection activities follow credit union policy and all relevant regulations.
5. Identifies and informs management of potential issues related to underwriting, funding, loan services, etc.
6. Completes all required compliance/operations training in a timely manner. 

Physical Requirements:

1. Constantly repeating motions that may include the wrists, hands and/or fingers. This includes but may not be limited to keyboarding, writing, and filing.
2. Constantly remaining in a stationary position, often sitting for prolonged periods. 
3. Occasionally adjusting or moving objects up to 75 pounds for various needs.
4. The person in this position constantly communicates in person and in writing with members, managers, and colleagues. Must be able to exchange accurate information in these situations.
5. The ability to observe details at close range to assess the accuracy, neatness, and thoroughness of the work assigned.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.