Member Solutions Manager

Member Solutions Manager

The incumbent will be accountable for the overall leadership, performance, and compliance of the credit unions collections operations, overseeing a team of supervisors and a dedicated commercial collections team. This position is responsible for developing and executing strategic plans to minimize delinquency and loan losses across consumer loans, credit cards, commercial and negative share portfolios. The incumbent ensures that all collections' efforts align with regulatory requirements internal policies, and the credit union's mission statement.

A key responsibility of this role is to manage through supervisors by providing clear direction, setting measurable goals, and holding team leaders accountable for their individual team performance. The Member Solutions Manager actively monitors KPI's, delinquency trends, charge-offs, and recovery rates, using this data to guide decisions, reallocate resources, and recommend operational changes. In addition to overseeing daily operations, the incumbent plays a critical role in managing complex or escalated commercial accounts, guiding the commercial team in resolving high-risk exposures.

The incumbent ensures consistent application of policies, effective use of technology, and adherence to best practices across all teams. This includes process improvement initiatives, and quality assurance training to drive efficiency and service excellence. The incumbent will work closely with the AVP and VP to align collection strategies with overall business objectives, and report performance outcomes. The incumbent is accountable for fostering a culture of accountability, integrity, and performance.

This position is responsible for protecting the credit unions financial assets while preserving member relationships and enhancing long-term financial wellness while meeting or exceeding goals set through AOP (Annual Operating Plan). The Member Solutions Manager has knowledge of collections policies and procedures in conjunction with state/federal laws and regulations pertaining to Consumer and Commercial product lines, therefore the incumbent will need a vast knowledge of the following regulations and agencies, Consumer Financial Protection Bureau (CFPB), Equal Credit Opportunity Act (ECOA), Truth in Lending Act, Telephone Consumer Protection Act (TCPA), Service members Civil Relief Act (SCRA), Fair Credit Reporting Act (FCRA), Fair Debt Collections Practice Act (FDCPA), Unfair Deceptive Abusive Acts and Practices (UDAAP) and State/Federal Bankruptcy Laws.

Essential Job Functions

• The incumbent will be responsible to lead, train and supervise the Member Solutions Supervisors, ensuring goals and performance standards are met.
• Ensure compliance with applicable regulations including but not limited to CFPB, FCRA, FCCPA, FDCPA, BSA, TCPA, and other collection/loss mitigation/recovery related regulations and requirements.
• Monitor Collection activities of all delinquent accounts including consumer loans, commercial loans, and credit cards to ensure compliance with all state and federal laws, regulations and Credit Union policies.
• Develop and implement long-term strategic plans to reduce delinquency and losses, write-offs, charge offs and loan losses across all loan types.
• Works in conjunction with the Risk Compliance & Decision Support Analyst, AVP, Member Solutions and VP, Member Solutions & Loss Mitigation as a part of the Semi-Annual Metrics Review based on desired AOP projections.
• Align department goals with the credit unions overall financial and risk objectives.
• Monitor reporting and trends in delinquencies to take timely and appropriate action.
• Conduct regular performance reviews and 1:1's with all direct reports, identifying all development opportunities.
• Ensure a consistent member-focused collections philosophy is practiced across all teams.
• Monitor and address risks or inconsistencies in how collections processes are applied by different teams.
• Lead regular department meetings and strategy sessions to align teams and resolve operational issues.
• Use data insights to reallocate resources, adjust strategies, or coach as needed.
• Handle escalated or sensitive member issues that require executive-level intervention.
• Oversee the development and implementation of onboarding and continuing education programs for the department.
• Provide coaching tools and resources to enhance the department's performance.
• Evaluate and recommend enhancements to technology, tools and workflows.
• Make staffing recommendations based on volume trends and performance data.
• Foster a culture of innovation, accountability and continuous improvement within the department.
• Maintains current information regarding credit union policies, procedures, service products, or loans and deposits related regulations as well as system updates to perform duties properly. This may include taking courses in VyStar Learning Center or attending training classes that are provided by the other departments.
• All employees and…