Member Solutions Supervisor

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. Seehttps://(Use the "Apply for this Job" box below). for a high-level overview of our benefits package and bonus offerings.

General Purpose of the Position

Under the direction of the Member Solutions Manager, directs and coordinatesdailyactivities of department personnel. Overseescollectionpersonnel and collection of delinquent accounts. Serves as back up to the Member Solutions Manager. Counsel’smembers whose difficult loan accounts (Consumer,Visaand Mortgage) are past due. Safeguards the assets of the credit union and arranges for liquidation of balances through payments, collection, loan modifications, workout loans, repossessions, bankruptcies, etc.

Determinesrisk exposure to the credit union and keeps management informed. Is responsible forthe guidance, training,coaching and direction of Member Solutionsstaff. Assists with reporting and compliance issues and administrative duties by performing the following essential duties. Representative must be knowledgeable in all areas of credit union operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES (including the following). May perform other duties as requested or assigned.

• Organizes collection workload according todaysdelinquent, risk and amount of delinquency and assigns accounts toemployeesfor collection. Determines work procedures, prepares work schedules, and expeditescollection workflow.
• Provides financial counselingtomembers in financial hardship, recommends workout loans, recommends repossession assignments or legal actions, andassistssubordinates with collection activities on difficult or problematic accounts according to Collection Policy and Guidelines. Keeps management informed of critical issues and risk exposure.
• Auditsdelinquent accounts considered to be uncollectible to ensure maximum efforts have been taken before assigningbad debtstatus to account. Reviews collection reports toascertainstatus of collections and balances outstanding and to evaluate effectiveness of current collection policies and procedures.
• Supervises and provides leadership to coordinate activities of staff and monitors staff progress, expectations and ensures that staff expectations are metregardingpolicies and procedures. Coaches appropriately to ensureoptimalperformance,holdsstaff meetings,recommend sand documentschanges to procedures and processes if needed.
• Resolves complaints, adjusts errors and answers questions and problems promptly. Provides excellent service bydemonstratingcourtesy and personal concern for members and co-workers'needs and follows-up to ensure those needs are met.
• Optimizescollections on accounts while balancing the goodwill of members with the overall business interests of the credit union.
• Oversees and monitors delinquent accounts that are assigned to collection agencies and/or attorneys for collection.
• Prepares and effectivelysubmitsrequired reports, attends meetings, assistsin budget preparation and adherence, and recommends cost/time savings measures for the department.
• Carries out supervisory responsibilities in accordance with the credit union's policies and applicable laws. Responsibilities include :
• interviewing, hiring, training, coaching, employees; planning, assigning, and directing work;

appraising performance of department personnel ; rewarding and disciplining employees;

• addressing complaints and resolving problems.
• Adheres to all Federal and State laws and regulations applicable to the credit union, including the Bank Secrecy Act, OFAC, FACT Act, and the US Bankruptcy Code, Fair Credit Reporting Act, and the Fair Debt Collection Practices Act.
• Responsible for compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Bank Secrecy Act (BSA) and the Anti Money Laundering Act, including monitoring forsuch illegal activity as it applies to this position.

Requirements

EDUCATION and/or EXPERIENCE

Bachelor’s degree (B.A.) from four-year college or university; or three to four years related supervisory and collection experience and/or training; or equivalent combination of education and experience.

OTHER

SKILLS and ABILITIES

Knowledge…