Senior Member Care Advocate $1500 SIGN ON BONUS

First Installment: 50% paid after 90 days of active employment.

Second Installment: 50% paid after 180 days / 6 months of active employment.

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.

Position Summary

The basic function of this position is to make outbound and receive inbound calls on delinquent and charge off accounts & to analyze a member’s account record to develop the most effective approach to resolving delinquency & recovering/reducing charge off. The Senior Member Care Advocate is expected to pursue a course of action that will quickly and successfully motivate the member to pay in accordance with CU procedures, and the Mission, Vision, Values and Pledge to our shareholders.

Key Responsibilities

• Manage inbound and outbound calls to develop action plans that bring delinquent accounts current and recover charged-off balances through negotiation, active listening, and effective questioning.
• Maintain accurate and concise documentation of member interaction, including plans for follow up and resolution of delinquency. 
• Skip trace using all available tools.
• Support branch personnel, members, and other departments through inbound calls, demonstrating a strong sense of ownership and collaboration.
• Research pay history to resolve misapplied payments or wrong due dates.
• Assist with training new collection personnel. 
• Manage higher risk accounts to include negotiation, filing and follow up on claims, cancellation on products, and other action as needed.
• Back up & Assist Recovery Specialist as needed.
• Prepare Delinquency and Collections reports.
• Respond to Credit Bureau disputes.
• Approve and manage extensions.
• Assist AVP and other leadership as needed.
• Perform additional duties as assigned.

Core Competencies

• Flexibility
• Attention to detail 

Qualifications & Experience

• Minimum of two years of collections      experience, preferably in a financial institution. Will substitute      customer service experience in call center. 
• Knowledge of computers and experience using      word and excel.

Education: 

• High school diploma or equivalent

Position Type/Expected hours of Work: 

This is a full-time position of 40 hours weekly. Days and hours of work are Monday through Thursdays 8:00 a.m. to 5:00 p.m. with rotating Fridays 8 a.m. to 6 p.m. May be required to work extended hours and weekend as job duties demand. This position is on-site and does not permit telecommuting.

Why Trax Credit Union

At Trax Credit Union, we are dedicated to building a workplace where employees feel valued, supported, and empowered to succeed. We believe that when we invest in our people, they are better able to serve our members and communities. We are proud to offer:

• 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 do more than manage finances – we help move people forward. If you are passionate about making a difference, leading with integrity, and creating a meaningful impact in your community, we encourage you to apply.