Member Solutions Manager

Must be available to work Monday - Friday 8:00am - 5:00pm and occasional Saturdays, as needed.

Responsible for organizing, planning, directing, and controlling all collection operations related to delinquency prevention, member account resolution, performance, and portfolio management. Oversees collection functions including the control of loan and credit accounts that are current, potentially delinquent, delinquent, or nearly charge‑off status. Assists in the resolution of difficult and complex member account situations through payment arrangements, modifications, extensions, and other loss prevention strategies.

Performs periodic evaluation of collection policies, procedures, workflows, technologies, and staff effectiveness and modifies them as needed. Ensures established policies and procedures, regulatory requirements, and internal controls are followed. Coordinates collection activities to support credit union objectives while maintaining a positive member experience. Trains, directs, coaches, develops, and appraises personnel. Ensures services are delivered professionally, efficiently, and in accordance with credit union standards.

• Assume responsibility for the development and implementation of Member Solutions Department collection policies, procedures, and planning.
• Assume responsibility for the effective and efficient administration and performance of collection functions.
• Assume responsibility for ensuring that professional business relationships are established and maintained with members, the community, and trade organizations.

• Assume responsibility for establishing and maintaining effective communication and coordination with Credit Union personnel and management.
• Assume responsibility for related duties as required or assigned.

Education / Certification: Equivalent to a two‑year college degree or completion of a specialized course of study at a business or trade school.

Required Knowledge:

• Thorough knowledge of consumer collections, delinquency management, account resolution strategies, and collection regulations.
• Working knowledge of credit union lending programs, policies, and default management practices.
• Knowledge of collection technology, workflow management systems, and productivity measurement tools.
• Understanding of regulatory requirements impacting collection operations.

Experience

Required:

• Five to seven years of progressive financial institution collection experience.
• Three to five years of supervisory or management experience.
• Experience managing delinquency portfolios and collection operations.
• Experience developing, coaching, and evaluating employees.

Skills / Abilities:

• Excellent communication and public relations skills.
• Strong leadership and supervisory abilities.
• Strong analytical and problem‑solving skills.
• Ability to effectively manage multiple priorities and deadlines.
• Ability to make sound business decisions using available information and established guidelines.
• Ability to operate business systems and software applications.
• Ability to identify operational inefficiencies and implement process improvements.
• Ability to analyze portfolio performance and develop corrective action plans when necessary.
• Strong decision‑making and organizational skills.
• Ability to coach, mentor, motivate, and develop staff.
• Ability to establish and maintain effective working relationships with employees, management, members, vendors, attorneys, trustees, and regulatory personnel.
• Ability to maintain confidentiality and exercise sound judgment in handling sensitive matters.
• Ability to communicate effectively both verbally and in writing.
• Ability to work independently and make decisions within established authority limits.

Education / Certification: Bachelor’s degree in Business Administration, Finance, Accounting Management, or related field.

Preferred Knowledge: None.

Experience Preferred:

• Credit Union experience.
• Experience leading collection teams within a financial institution environment.
• Experience utilizing collection technologies, workflow automation tools, and portfolio management systems.
• Experience developing…