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 ChexSystems.
• 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 ABILITY

• Analytical, 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 knowledge of laws and regulations related to collections and bankruptcy
• Ability to stay current on regulatory changes impacting Credit Union collection practices
• Excellent written and oral communication skills
• Strong attention to detail with a high level of accuracy
• Strong organizational, planning, and time management skills
• Ability to handle and maintain confidential information with discretion
• Self-motivated, proactive, and able to take initiative
• Proficiency in Microsoft Office, general computer programs, and general office equipment
• Ability to work independently with minimal day-to-day supervision
• Bi-lingual in Spanish is preferred

EDUCATION OR FORMAL TRAINING

Bachelor’s degree, or equivalent experience in a related field is required. 

Collections, consumer finance, and/or lending background required.

The ability to obtain Certified Financial Counselor status.

EXPERIENCE

Three to five years of experience in a financial institution, lending, or collections required.

One to three years of experience in management is preferred.

WORK ENVIRONMENT/PHYSICAL ACTIVITES

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderate.  Colorado Credit Union prefers for staff to be in a branch location at least three days a week, which is typically Monday, Wednesday, Friday, and hybrid work from home is an option for the other days of the week.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The employee will often be required to move around for a majority of the day.  The employee must occasionally lift and/or move up to 25 pounds. 

BENEFITS
This position is eligible for the following benefits:

• Medical/Dental/Vision Insurance
• Company Paid Life, Short-term Disability, and Long-term Disability Insurance
• Voluntary Life, Hospital Indemnity, Accident, and Critical Illness Insurance
• 401k Employer Contributions & Match
• Annual Profit Sharing funded into the 401k
• Tuition Reimbursement (Max $5,250.00/annually)
• Paid Time Off 
• Company Paid Holidays
• Work-Life Balance and Flexible Work Schedules
• Cross-Training and Career Development Opportunities
• Wellness Program 
• Employee Recognition Program
• Annual Bonus Based on Company Performance

Salary : $83,500 - $90,000