Member Solutions Support Supervisor

At Blue, we discover pathways to realize your possibilities! Our Member Solutions Support Supervisor position requires a thorough understanding of financial institution operations and the role of Collections, Bankruptcies, Foreclosures, Repossessions and Credit Disputes within the CU, as well as all pertinent policies and regulations. Serves as the direct supervisor for Collections support staff, especially in the absence of the Director of Member Solutions. Administers, processes and records all Bankruptcy and Foreclosure cases for the Credit Union. Represents Blue FCU in legal hearings related to collections and recoveries and originates legal actions as required. Assists with escalated member calls and emails received by the department on a daily basis. May also be asked to handle calls from other areas of the department. Determines loan and account corrections and actions; including but not limited to crediting and/or debiting GLs and loans, bankrupt accounts, altering/updating account information, refunding/assessing fees, charging off delinquent share accounts and loan accounts, restricting funds, and working employee accounts. Makes mortgage loan modification recommendations on severely delinquent loans.

Major Duties and Responsibilities

• Directly supervises the Specialist support staff. Involved in hiring, training, preparing work schedules and monitoring performance. Tracks and monitors employee’s progress towards goals and standards. Conducts performance reviews and provides coaching on a regular basis. Recommends employee promotions and corrective discipline.
• Represents Blue FCU in court actions in cooperation with counsel for all Bankrupt and Collection legal actions. Assists and supports legal counsel in document preparation as well as accounts payable associated with actions (payments for process servers, court fees, etc.). Responsible for Bankrupt Account management recording, and legal filings.
• Makes loan and account corrections as needed from both internal and external channels. Researches and rectifies misapplied payments as presented through both internal and external channels. Interacts with third party vendors, reviews and approves invoices, and continuously identifies and implements process improvements.
• Backup as needed with approving and processing loan alterations including but not limited to approving payment deferments up to 60 days, repossession assignments, ACH and due date changes, fee refunds, phone payments, etc. Assists the Director of Member Solutions as needed with preparing internal reports for the department, daily and weekly delinquency updates, repossession tracking, preparing monthly charge-off reports for the Board as well as final processing.
• Develops and maintains a working knowledge of the credit union’s Member Solutions policies and procedures in addition to relevant government rules and regulations. Backup as needed as the liaison with the Call Center, handling Member Service tasks associated with Collections Pulse tickets, such as ACH origin/correction, payment coupon orders, repossession reinstatements, etc. Handles escalated calls from all internal and external channels.
• Supervises and assists the Specialists in responding to all electronic and written member issues, credit disputes and resolves all credit reporting issues that arise from other CU business (e- Branch and frontline issues, inbound calls and Pulse tickets, and other internal origins), and processing deceased accounts with loans. Supervises and assists with reviewing, approving, or amending credit counseling agencies proposals. Researches and approves settlement offers from third party agencies.
• Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Knowledge and Skills

Experience

Three years to five years of similar or related experience, including preparatory experience.

Education/Certifications/Licenses

A high school degree or equivalent, some college preferred. Paralegal experience also preferred.

Interpersonal Skills

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.

Other Skills

Solid knowledge of Fair Debt Collection Practices Act, Telephone Consumer Protection Act, Bankruptcy and Foreclosure procedures and legal recourse regarding collection processes. Knowledge of Title and Mortgage processing.

FULL TIME POSITION

Starting Range: $54,673.16 - $61,181.87

Full Range: $52,069.68 - $78,104.52

ADA Requirements

Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. Must be able to travel to represent Blue Federal Credit Union at court hearings as required. Travel may be within Wyoming and Colorado.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

For more information about being a Blue employee please check out these links for a glimpse at the culture and opportunities we strive to provide for our employees:

Employee Benefits

Culture BluePrint

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At Blue Federal Credit Union, we don’t just accept difference – we celebrate it! We are committed to providing an inclusive and welcoming environment for all our staff and members. Blue FCU is proud to be an equal opportunity workplace. We will consider applicants for this position without regard to any category protected by applicable federal, state or local law, including but not limited to race, color, religion, sex (including pregnancy), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors. All employment decisions are made based on qualifications, merit, and business need.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.