Member Advocate 2 - Middle Stage

My Community Credit Union; Big Spring, Midland (TX, TX); On-site; USD 26,000 - 31,000; Full time

Job summary

My Community Credit Union in Big Spring, TX, seeks a Member Advocate II (Middle Stage) to help members navigate financial challenges, explain repayment options, and negotiate arrangements within authority. The role emphasizes empathy, professionalism, accurate documentation, and de-escalation of conversations while maintaining compliance.

Ideal candidate has 1–3 years in loan collections and strong communication and problem-solving skills.

Qualifications

• Strong communication, negotiation, and problem-solving skills.
• One to three years of experience in loan collections.
• Experience handling high-volume inbound/outbound calls.

Responsibilities

• Explain repayment options and assess financial hardship.
• Negotiate appropriate arrangements within established authority.
• Document accurately and maintain compliance in delinquency management.
• Support Level 1 Advocates with escalated situations and trends.

Skills

Empathy

Communication

Negotiation

Problem solving

Attention to detail

High-volume calling

Education

High school diploma or GED

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Member Advocate 2 - Middle Stage

Full Time Big Spring, Midland, TX, US 1 Attachments

Salary Range: $19.01 To $22.37 Hourly

Ideal Candidate:

You’ll love this role if you’re someone who enjoys helping members navigate financial challenges, communicating with empathy and confidence, and finding solutions that balance member needs with organizational goals. You take pride in professionalism, stay calm under pressure, and are motivated by meaningful outcomes.

• What Sets You Apart
• Service: Makes difficult conversations respectful, supportive, and member‑focused.
• Attention: Documents accurately, follows procedures closely, and pays attention to account details.
• Pride: Owns outcomes, follows through, and represents MCCU with professionalism.
• Value: Identifies solutions that support both the member and the credit union.
• Advocate: Supports teammates, escalates concerns appropriately, and speaks up to improve processes.
• What You Bring to the Role
• One to three years of experience in loan collections, preferably in a financial services environment
• Experience handling multiple stages of delinquency preferred
• High‑volume inbound/outbound call experience (collections, servicing, or member services)
• Graduation from an accredited senior high school or equivalent or GED
• Strong communication, negotiation, and problem‑solving skills
• Ability to manage sensitive conversations with professionalism, empathy, and discretion
• Strong analytical skills and attention to detail
• Ability to prioritize and manage a high volume of accounts efficiently

A Preview of What Joining Us as a Member Advocate II Looks Like

The Member Advocate II plays a critical role in managing mid‑stage and escalated delinquent accounts. This position works closely with members to explain repayment options, assess financial hardship, and negotiate appropriate arrangements within established authority levels. The role requires sound judgment, detailed documentation, and the ability to de‑escalate challenging conversations while maintaining compliance and professionalism.

Member Advocate IIs also support team success by assisting Level 1 Advocates with escalated situations, identifying trends impacting delinquency, and recommending process improvements that strengthen overall performance.

The Impact Behind This Role

• Support members through financial hardship with clear, respectful guidance.
• Protect credit union assets through effective collection and recovery efforts.
• Ensure accurate, detailed documentation on higher‑risk accounts.
• Improve consistency and quality in delinquency management.
• Strengthen team performance through collaboration and knowledge sharing.
• Identify trends that help inform underwriting and servicing improvements.

Please note: This posting is not intended to serve as a full job description and does not outline all essential duties, responsibilities, or requirements of the role. For complete detailed information about this position, please refer to the linked job description at the bottom of this posting.

MCCU is an equal opportunity employer.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.

A disabled individual requiring reasonable accommodation shall not be denied the opportunity due to a disability. Applicants requiring accommodations to the application and/or interview process should contact a representative of the Human Resource Department at [phone].

All employment offers with My Community Credit Union are contingent upon the candidate having successfully completed a criminal background and credit check. My Community Credit Union will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state, and federal law.