What are the responsibilities and job description for the Full-time Member Solutions Manager position at FivePoint Credit Union?
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. Ensure 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, develop and appraises personnel. Ensures services are delivered professionally, efficiently, and in accordance with credit union standards.
ESSENTIAL JOB DUTIES
Assumes responsibility for the development and implementation of Member Solutions Department collection policies, procedures, and planning.
Assumes responsibility for the effective and efficient administration and performance of collection functions.
Assumes responsibility for ensuring that professional business relationships are established and maintained with members, the community, and trade organizations.
Effectively supervises department personnel, ensuring optimal performance.
NON-ESSENTIAL JOB DUTIES
Assumes responsibility for establishing and maintaining effective communication and coordination with Credit Union personnel and management.
Assumes responsibility for related duties as required or assigned.
REQUIRED QUALIFICATIONS
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, 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.
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 skills 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.
Bachelor’s degree in Business Administration, Finance, Accounting Management, or related field.
Preferred Knowledge: None.Experience Preferred:
Credit Union experience preferred.
Experience leading collection teams within a financial institution environment.
Experience utilizing collection technologies, workflow automation tools, and portfolio management systems.
Experience developing collection strategies and managing delinquency portfolios.
Skills/Abilities:
Knowledge of Akuvo, Virtual Collector, VoApps, and related collection technology.
Knowledge of process improvement methodologies and workflow optimization.
Strong project management and change management skills.
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
REPETITIVE MOTIONS: Movements frequently and regularly required using the wrists, hands, and/or fingers.
AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.
AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
PHYSICAL STRENGTH: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)
WORKING CONDITIONS
No hazardous or significantly unpleasant conditions (such as in a typical office).