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POSITION TITLE: Member Solutions Manager

DEPARTMENT: Collections

REPORTS TO: Chief Lending Officer

POSITION SUMMARY

The Member Solutions Manager is responsible for overseeing the daily operations of the Member Solutions (Collections) department, ensuring effective and efficient management of all consumer, credit cards, real estate, and charged-off accounts that are late, delinquent, or at risk. This position plays a critical role in maintaining the credit union's asset quality and minimizing losses, while upholding a member-focused approach to resolving financial challenges.

The Member Solutions Manager leads a team of specialists in evaluating delinquent accounts, developing repayment strategies, and assisting members in overcoming financial difficulties. This role requires strong leadership, strategic thinking, and in-depth knowledge of lending, collections, bankruptcy, and recovery processes. The manager also ensures compliance with all internal policies and external regulatory requirements, while driving continuous improvement in department performance and member experience.

EDUCATION AND/OR EXPERIENCE

High school diploma or the equivalent. Minimum 3-year experience working in a collection experience preferred. Working knowledge of the State and Federal laws, regulations, and procedures as they relate to bankruptcy, repossession, small claims, and collection agencies. Supervisory experience preferred.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of collection concepts and practices. Knowledge of Credit Union products, services, policies, and procedures. Must have a member-centric mindset and ability to communicate clearly, both verbally and in writing. Must possess good telephone, typing, calculator, communication, and organizational skills. Knowledge of the fundamentals of lending and loan collection concepts and practices. Basic understanding of compliance and regulatory requirements related to the legal aspects of collection, bankruptcy, and repossession. Possess analytical, problem-solving, and decision-making skills. Proficient in Windows, Microsoft Office Suite, and various digital platforms. Must be bondable.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Delinquent Account Resolution

• Establishes and maintains effective collection procedures on those loan accounts that are late, potential delinquents, delinquents, and written-off loans.
• Responsible for the accurate accounting and collection of accounts charged to the reserve, the accounting of the other assets general ledger.
• Serves as Credit Union’s representative dealing with the Credit Union’s attorney, Small Claims Court, auto repossessions, collection agencies, and bankruptcy courts as required.
• Ensures department bankruptcy filings and responses to filings not managed by Credit Union attorney are being completed accordingly.
• Execute the proper procedure to repossess collateral and secure delinquent loans. Should ensure the upkeep of all repossessed or foreclosed collateral while in the Credit Union’s possession and will make recommendations on disposition of collateral in the best interest of the Credit Union.
• Responsible for the accurate maintenance of all records required to support and document delinquency control.
• Prepares monthly delinquency reports, periodically reviews, and evaluates collection procedures and policies and makes recommendations to the Chief Lending Officer.
• Trains, directs, and monitors the performance of all personnel within the department.
• Execute the proper procedure for Writ of Garnishments to the Credit Union.
• Collection of all credit union accounts.
• Always maintain a professional and positive attitude to set an example for employees and other supervisors.
• Reviews all consumer credit counseling and settlement offers.

1. Risk and Compliance Management

• Maintain log for 1099 IRS reporting and ensure 1099 reporting is submitted.
• Required to follow policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), OFAC and the USA Patriot Act, Customer Identification Program (CIP), and Customer Due Diligence (CDD). Understands that failure to comply with these requirements may be subject to strong disciplinary action, up to and including termination by the credit union, as well as civil and criminal penalties.
• File and record all judgments consisting of a tickler filing system.
• Record judgments as needed.

Perform other duties as assigned by Management.

SUPERVISORY RESPONSIBILITIES

Directly supervises the Members Solutions Specialist I, II, & III.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to sit, stand, walk, and use hands to operate a standard computer. Exerts up to approximately 30 lbs. of force occasionally. Possible vigorous work; likely to be standing, walking, and sitting throughout daily activities of greeting members and assisting them with basic cash services and/or other duties. Reasonable accommodation may be made to enable people with disabilities to perform essential functions, see HR (Human Resources).

INTERNAL / EXTERNAL RELATIONSHIPS

Has contact with members, collection agencies and bureaus, auto auction employees, Credit Union attorney and other outside sources relating to collection.

HOURS

The hours of this job are standard and related to the needs of the membership and business flow. General hours are 8:00 – 5:00 Monday through Friday, although hours may change based on department needs.

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The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected status.