Collections and Loss Mitigation - Sup - Member Care Collections

Job Title: Supervisor - Member Care Collections
Status: Exempt
Reports to: Manager - Collections
Department: Collections and Loss Mitigation
Job Code: 11528
Pay Range: $77,500.00 - $84,000.00 Annually
Location:

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

You are a dedicated and results-oriented leader with expertise in collections operations, member care, and team development. You excel at balancing financial risk mitigation with a member-first approach, using data-driven insights, effective coaching, and compliant collections strategies to achieve results. Known for your problem-solving skills, sound judgment, and ability to lead through complex situations, you foster a high-performing team focused on recovery, service excellence, and continuous improvement.

• Team Leadership
  * Lead and motivate a team of collectors to achieve departmental goals and objectives. Conduct regular performance evaluations and implement development plans for team members. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision, and core values.
  
  Responsible for disciplinary actions, training new employees, as well as ongoing training of established employees.
• Communication and Collaboration
  * Communicate with members to gather additional financial information and discuss delinquency resolution options. Collaborate with internal teams, including collections to share insights and coordinate resolution efforts.
• Collections and Digital Channel Management
  * Develop and implement comprehensive and effective collections strategies to minimize losses and maximize recovery while maintaining positive member relationships. Monitor and analyze collection performance metrics, while identifying areas for improvement and implementing solutions. Stay abreast of changes with FDCPA regulatory requirements to ensure the Credit Union remains compliant. Manage our new CCS Platform for emails and text messaging strategies.
• Financial Management
  * Oversee the development and execution of the financial aspects of the collections process. Conduct in-depth analysis of members’ financial situations, including income, expenses, and outstanding debts. Utilize financials and other relevant data to assess the member’s ability to meet financial obligations. Identify and evaluate delinquency risks based on financial analysis and historical payment behavior.
• Escalated Issues
  * Manage and resolve escalated member calls and complaints efficiently and professionally and provide effective solutions.
• Reporting and Analysis
  * Generate and analyze reports to assess the effectiveness of collection strategies. Provide regular updates to Member Care leadership on key performance indicators and areas of opportunity and improvement. Utilize data-driven insights to make informed decisions and adjustments to strategies.
• Loss Mitigation Intake
  * Oversee the intake process for Loss Mitigation requests while working closely with the Loss Mitigation Team to assess and mitigate potential financial losses.
• Training and Development
  * Develop and deliver training programs for collections staff to ensure they are well-equipped with the necessary skills and knowledge. Stay informed about changes in regulations and industry best practice and incorporate updates into job aids.
• Audits and Reviews
  * Conduct regular audits of collections processes and transactions. Perform reviews to ensure compliance with company policies and regulatory requirements.
• Perform other duties as assigned.

• Bachelor’s Degree in business, finance, or related field required
• Equivalent job experience within a…