Bilingual-Member Advocate
On-siteTulsa, Oklahoma, United States
Job Summary
Contact members with delinquent accounts via phone, email, SMS, and approved channels to resolve past-due balances and establish repayment arrangements. Assess individual situations to identify solutions such as payment plans, due date changes, or hardship options within policy, documenting all communications accurately in the collections system. Escalate accounts requiring additional review or pre-repossession action according to established protocols while safeguarding confidential member information. Adhere strictly to FDCPA, FCRA, UDAAP, and NCUA regulations, promptly notifying supervisors of potential compliance or risk issues. Collaborate with peers and supervisors to improve processes, share best practices, and provide feedback on member trends impacting collection effectiveness.
Required Qualifications
- High School Diploma, or GED
- Reliable transportation
- 2 years of experience in a call center, financial services, sales, customer account management, or similar environment
- 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
- 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
- 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
- Must be able to perform job functions independently or with limited supervision
- 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 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
- Must be able to remain in a stationary position (e.g., sitting at a desk) for extended periods
Desired Qualifications
- At least 1 year of collections experience preferred
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