Member Solutions Manager

GENERAL PURPOSE The Member Solutions department oversees and maintains processes critical in mitigating losses to the organization as they relate to loans. The Member Solutions Manager is responsible for leading and actively participating in the Credit Union’s collections and recovery operations. This role functions as a hands-on, working manager who supervises the collections team while personally managing complex, high-risk, or sensitive accounts.

The Member Solutions Manager ensures regulatory compliance, protects Credit Union assets, and balances effective recovery with a respectful, member-centric approach.

ESSENTIAL DUTIES AND RESPONSIBILITIES Uphold CCU's core values:
Be the Advocate, Embrace Curiosity, and Be Compassionate.

Works closely with the CFO to enhance the collection process.

Assisting the team and members with payment assistance programs.

Supervise and direct daily collections operations, including workload prioritization.

Hire, train, coach, develop, and evaluate Member Solutions staff.

Maintains delinquency control and follow-up program for loan and share accounts that are late, delinquent, and potentially delinquent or charged off.

Establish and adhere to expectations for compliance, professionalism, and thoughtful member connections.

Build organizational dashboards to create visibility into KPIs and results; allocate resources to meet delinquency management and recovery goals accordingly.

Draft, maintain, and recommend updates to collections policies and procedures.

Supervises and maintains collection related processes including but not limited to:

Collection calls and follow-up Bankruptcy (Chapters 7, 11, and 13) and appropriate measures to protect the credit union

Right-to-cure (RTC) notices and replevins

Garnishments and levies

Deferment and interest-only payment assistance

Tow/impound notifications

Repossessions and foreclosures

Attorney invoices

Identify delinquency, charge-off, and underwriting trends and communicate risks.

Personally manage escalated, complex, or high-risk accounts.

Negotiate payment plans such as payment arrangements, settlements, and extensions.

Determine recovery actions when satisfactory arrangements cannot be reached.

Review accounts for ancillary product refunds, insurance claims, and skip claims.

Serve as primary liaison with attorneys, repossession agents, and collection agencies.

Represent the Credit Union in legal proceedings or professional meetings as required.

Collaborate cross-functionally with Lending, Risk, Accounting, Compliance, and Member Services, to identify, analyze, and resolve collection-related issues, trends, and process gaps.

Resolve member complaints and escalations related to collections.

Maintains accurate records of all collections, communication, and activity.

Coordinate liquidation of repossessed collateral through the credit union or approved third parties.

Review collection activity reports from attorneys and third-party collection agencies.

Provide informed, empathetic, professional, and accurate service and support to all members and employees.

Ensure compliance with state and federal regulations such as the Fair Debt Collection Practices Act (FDCPA) and Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) law, and the Colorado amended regulations such as the CFDCPA; ensure collection activity is always within Credit Union policy and all relevant regulations.

Handle negative account processes including communication, charge offs, fee reversals, and submission of required loss and status reporting Chex Systems.

Participates in credit union business development and community relations activities.

Adhere to all service standards as outlined in the credit union’s policies and procedures.

All other duties as assigned.

KNOWLEDGE, SKILL AND ABILITYAnalytical, critical thinking, and problem-solving abilities in combination with effective interpersonal relationship skills

Demonstrated ability to supervise, manage, and effectively lead a department with a strong working knowledge of applicable laws and regulatory requirements, especially those related to collections and bankruptcy

Professional, approachable, and ethical leadership style

Thorough…