Member Solutions Advisor (Remote – Spanish Required)

Description Help members overcome financial challenges with compassion and integrity. Join First Alliance Credit Union as a Remote Bilingual (Spanish) Member Solutions Advisor—a people-first collections role focused on resolving delinquency, supporting members, and protecting their financial well-being.

Empathetic. Persistent. Purpose-Driven. The Heart of Our Collections Team. At First Alliance Credit Union, we believe that every member deserves understanding and support, especially when life gets tough. Our Member Solutions Advisors combine financial know-how with genuine compassion to help members overcome challenges and get back on track. This role is part of our Member Solutions (Collections) team, where you’ll work to resolve delinquent accounts through proactive communication, education, and care. You’ll protect both the member’s financial health and the credit union’s integrity all while living our mission of Financial Well-Being for All. This position is remote, but connection matters to us. You’ll travel to Minnesota for a two-week onboarding and training, with travel, lodging, and meals covered. You’ll also join us once a year in February for our all-staff training day/week, a celebration of learning, collaboration, and culture.

What You’ll Do Connect with Members: Reach out to members with delinquent or negative accounts to understand their situation and find solutions that work — from payment plans to hardship assistance. Manage Accounts: Review, monitor, and document all account activities to ensure timely and accurate follow-up. Educate & Empower: Help members understand their financial options and build skills to prevent future challenges. Collaborate: Partner with teammates on skip tracing, repossessions, and loss-mitigation efforts — always with a people-first approach. Stay Compliant: Ensure all communications and actions meet legal, regulatory, and policy requirements. Who You Are Fluent in Spanish and English, with the ability to build trust and communicate with empathy. Skilled at handling difficult conversations with professionalism and tact. Organized, detail-oriented, and persistent — you don’t give up easily. A self-starter who thrives in a remote work environment but values teamwork and accountability. Pay & Benefits Starting pay: $20.78/hour (based on experience) Language proficiency incentive: Additional pay available for certified Spanish fluency. (must pass certification testing) Comprehensive benefits: 401(k) with match, health, dental, vision, HSA, PTO, life insurance, employee discounts, and more. Why You’ll Love Working Here At First Alliance Credit Union, we’re not your typical financial institution, we’re a community of people who care. You’ll join a team that approaches collections not as confrontation, but as collaboration. We believe in helping people rebuild, not just recover. If you’re ready to bring heart, integrity, and resilience to a role that truly makes a difference, apply today and help us change what collections can mean.

Requirements What You’ll Bring Education: High school diploma or GED required; additional coursework or certifications in finance or communications a plus. Experience: 3–5 years in a financial institution, with at least 1 year directly in collections, member solutions, or account recovery. Bilingual fluency in Spanish and English: essential for supporting our diverse membership. Strong communication skills: you can balance empathy with accountability and build trust in tough conversations. Problem-solving mindset: you think creatively to help members find real solutions. Attention to detail: organized, accurate, and reliable with account documentation and follow-up. Tech-savvy: confident using computers, online systems, and common software tools. Team-oriented: works well independently and collaboratively in a remote environment. How You Show Up You believe in showing up, listening, and providing possibilities — the heart of our mission. You bring Passion, Presence, and Persistence to every interaction. You stay calm under pressure and welcome feedback as a way to grow. You see change as opportunity, both for yourself and for the members you serve. You look for ways to make a difference beyond your daily tasks, sharing ideas, stepping up, and supporting your team. How Success Is Measured You deliver excellent member experiences with compassion and integrity. You make sound, timely decisions that protect both members and the credit union. You follow policies and procedures with care and consistency. You communicate clearly — in person, on the phone, and in writing. Your work is accurate, compliant, and completed on time. You contribute to the credit union’s overall mission and success.