Member Care Advocate (Collections)

Trax Credit Union; Tampa (FL); On-site; USD 32,000 - 48,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Life Insurance

401(k) Plan

Free Checking

Job summary

Trax Credit Union in Tampa seeks a collections specialist to contact delinquent accounts and recover charged-off balances through skilled negotiation and active listening.

You will document member interactions, perform skip tracing, and coordinate with branches. The role requires teamwork, independence, and attention to regulatory requirements.

Qualifications

• Minimum of two years of collections or call center experience, preferably in a financial institution.
• Knowledge of computers and experience using Word and Excel.
• Experience working independently as well as in a team setting.
• High school diploma or equivalent.

Responsibilities

• Develop action plans to bring delinquent accounts current and recover charged-off balances.
• Document member interactions and follow-up plans.
• Skip trace using available tools.
• Support branch personnel, members, and other departments through inbound calls.
• Perform clerical duties including obtaining and updating insurance documents.
• Research pay history to resolve misapplied payments or wrong due dates.
• Perform collection duties in compliance with regulatory requirements and policies.

Skills

Negotiation

Communication

Teamwork

Independent work

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Job description

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.

Description

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.

Key Responsibilities

• Manage inbound and outbound calls to develop effective action plans for bringing delinquent accounts current and recovering charged-off balances through skilled negotiation, active listening, open-ended questioning, and appropriate accountability of contract holders
• Maintain accurate and concise documentation of member interaction, including plans for follow up and resolution of delinquency
• Skip trace using all available tools
• Provide support to branch personnel, members, and other departments through inbound calls, demonstrating a strong sense of ownership and collaboration
• Perform clerical duties including obtaining and updating insurance documents and providing additional departmental support as needed
• Research pay history to resolve misapplied payments or wrong due date
• Perform collection duties in compliance with all regulatory requirements and internal credit union /department policies and procedures

Requirements

• Minimum of two years of collections or call center experience, preferably in a financial institution
• Knowledge of computers and experience using word and excel
• Experience working independently as well as in a team setting
• High school diploma or equivalent

Why Trax Credit Union

Benefits

At Trax, we invest in our employees so they can deliver their best every day. We are proud to offer the following benefits:

• 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 don’t just manage finances—we help people move forward. If you are passionate about making a difference, leading with integrity, and creating meaningful impact in your community, we encourage you to apply.