VP of Member Solutions & Asset Protection

Reports To
:
Senior VP of Consumer and Mortgage Lending

Classification
:
Exempt

Vice President of Member Solutions and Asset Protection provides executive leadership, strategic direction, and operational oversight for functions focused on member support, delinquency management, and asset recovery. This role is accountable for developing and executing long‑term strategies that balance member‑focused solutions with strong governance, compliance, and asset quality outcomes. The Vice President leads high‑performing teams across Member Solutions and Asset Protection, fostering a culture of empathy, accountability, and financial well‑being while ensuring operational scalability, regulatory adherence, and consistent member experiences.

In close partnership with senior leadership and cross‑functional teams, this role drives innovation, process improvement, and technology enablement to enhance performance, support sustainable growth, and align with the credit union’s mission, values, and strategic priorities.

• 30% Provides executive leadership and sets the long‑term strategic direction for the Member Solutions and Asset Protection departments. Develops and executes a forward‑thinking operating model designed to scale with organizational growth, expanding loan portfolios, and evolving member needs. Identifies emerging industry trends, innovative servicing strategies, and digital capabilities that position the department for future readiness. Establishes and communicates a clear departmental vision aligned with the credit union’s enterprise strategic priorities and business plan objectives.
  
  Leads executive‑level collaboration with the SVP of Consumer and Mortgage Lending, Chief Lending Officer, and cross‑functional partners in lending, compliance, legal, finance, operations, and member experience.
• 25% Maintains comprehensive governance frameworks governing all Member Solutions and Asset Protection activities, ensuring consistent adherence to federal and state regulatory requirements, credit union policy, and applicable legal standards. Oversees legally sensitive operational areas including repossessions, foreclosures, bankruptcy administration, deceased member account administration, credit bureau reporting and dispute resolution, and charge‑off recovery processes. Leads audit readiness, policy governance, and control environment effectiveness.
  
  Ensures multi‑state regulatory compliance as the credit union’s service areas grow and expand. Monitors the regulatory landscape proactively, partnering with legal and compliance teams to anticipate and respond to emerging obligations.
• 15% Directs the continuous improvement of departmental operations through strategic process redesign, automation initiatives, and technology enablement. Champions the adoption of digital servicing capabilities and member self‑service solutions that improve engagement, reduce friction, and enhance the overall member experience. Leverages portfolio analytics and data intelligence to evaluate operational performance, identify emerging risk trends, and drive evidence‑based decisions. Ensures effective management reporting processes provide leadership with timely, accurate insight into departmental performance, delinquency trends, asset quality, and recovery outcomes.
  
  Manages the department’s operational budget with fiscal discipline.
• 10% Builds, develops, and retains a high‑performing team of managers and specialists capable of executing the department’s strategic and operational objectives ablishes clear accountability frameworks, performance metrics, and coaching cultures that drive excellence and continuous improvement. Leads succession planning and talent pipeline development within the department. Fosters an organizational culture grounded in empathy, member advocacy, accountability, and professional growth. Ensures high staff engagement and satisfaction through meaningful development opportunities, recognition, and inclusive leadership.
  
  Recruits and develops supervisory leaders who embody the credit union’s values and service philosophy.
• 10% Champions a member‑first philosophy throughout all…