Vice President of Member Solutions (Collections)

This position is limited remote, working 3 days per week in any WCCU branch location with space.

In order to be considered for this position, you MUST apply on Paylocity at the following link: https://recruiting.paylocity.com/recruiting/jobs/All/b9944418-e383-4000-853f-3d5b60a36394/Westby-Coop-Credit-Union.

The Vice President of Member Solutions is responsible for protecting the assets of the Credit Union through effective collection techniques, monitoring delinquent consumer, mortgage, commercial accounts and developing a strong team. Oversee the day-to-day collection operations for Collections/Member Solutions, including but not limited to; Real Estate, Charge-off, Bankruptcy, Repossession, Remarketing, and all other delinquent loan activities.

Principal Duties and Responsibilities:

• Reviews and analyzes the delinquency portfolio by identifying deteriorating credit, developing a plan, evaluating the documentation, and making recommendations to reduce charge-offs and delinquencies.
• Takes appropriate action to bring account back to current; confirms accuracy of late payment notices and ensures they are mailed in a timely manner; maintains accurate member records including all Member Solutions activities; processes and maintains accurate records on repossessed property; files all claims on estates and bankruptcies; prepares reaffirmation agreements and attends meetings of the creditor; completes and files judgments, garnishments, and other similar paperwork; completes all paperwork for referral to outside agencies (e.g. attorneys, collection agencies, recovery services); and assures accounts assigned are being worked accurately and handled properly.
• Responsible to ensure the credit union is compliant with all applicable regulatory, legal requirements and fair collection practices. Responsible for the training and development of staff for understanding of and compliance with regulations.
• Develops Early-to-Late-Stage department performance analyses and reporting methodologies.
• Review, tracking and audit disposition of repossessed and foreclosed collateral.
• Keeps management informed of Member Solutions progress by overseeing and managing accurate reports for the Member Solutions department, including Allowance for Loan Loss, Delinquency Profile, Repossessed/Foreclosed Collateral, Charged-Off Trends and others.
• Responsible for the creation and periodic updating of policies and procedures relating to commercial risk, collection actions, non-accruals, and temporary debt restructures (TDRs) consistent with regulatory requirements and industry best practices. This includes the establishment of Portfolio Management loss mitigation strategies.
• Analyzes financial situation of delinquent borrower and reviews reasons for default.
• Oversee and manage the charge-off process by making sure that all file maintenance is completed as required, credit reporting is accurate, and reports are submitted to Senior Management and the Board.
• Work with Member Solutions team to field escalated calls from difficult member situations. Use proper de-escalation techniques to calm the situation and get to a resolution. Working with members with a helpful, mindful attitude or an approach of we are here to help find a resolution.
• Train team members to adhere to credit union policies and procedures to reduce possibility of legal exposure.
• Owns process improvement and implementation strategies, along with cost efficiencies and ROI analyses on proposed quality improvements.
• Responsible for negotiating and administering loss mitigation solutions for members experiencing financial difficulties to include, but not limited to, use of loan modification, refinances, and extensions according to credit union policies/procedures/practices.
• Reviews and uses independent discretion, within granted authority, to approve repossession requests, collateral inspection and preservation actions, settlement proposals, and reasonable actions and costs associated with the standard aspects of processing defaults or foreclosures.
• Authority to approve deferments, re-ages, repossession, legal actions and settlements when needed.
• Responsible for working with and directing legal counsel in cases of bankruptcy, foreclosure, repossession, receivership.
• Establishes individual Member Solution staff productivity goals and conducts quality call reviews providing appropriate feedback and coaching to develop staff and improve performance.
• Other job-related duties as may be necessary to carry out the responsibilities of this position.

Managerial Responsibilities:

• Supervises and coordinates activities of employees engaged in the credit union’s member solutions functions.
• Utilize Integrity Coaching to provide consistent coaching, development, and performance review. Also provide continuous feedback and reinforcement of policies and procedures.
• Travel to branch locations to work with staff for training purposes as well as following procedures & remaining compliant with regulatory updates.
• Plans, prepares, and schedules staff, according to budgets and workloads to maintain proper staffing & ensure smooth daily operations.
• Maintains a highly motivated, well-trained staff and establishes effective employee relations.
• In cooperation with your leader (and in consultation with Human Resources), take responsibility for hiring, training, coaching, and discharging of staff.
• Welcomes new staff members to the department.
• Develop & maintain a budget.
• Ensures each staff member receives proper orientation, training, coaching and cross-training to ensure quality service.
• Communicates with other departments and management to resolve problems and expedite work.
• Interprets and communicates work procedures and company policies to staff.
• Resolves complaints and answers questions of others regarding services and procedures.
• Develops & maintains constructive and cooperative working relationships with others.
• Reviews and checks work of staff for accuracy and content. Provides additional training where needed.
• Makes recommendations to management concerning staff and improvement of procedures.
• Requisitions supplies as needed for the department.
• Assists staff in handling complex situations.
• Schedules and facilitates regular staff meetings.
• Ensures that the appearance of the department is neat, organized, and in accordance with Credit Union policy.
• Ensures that all confidential records in the work area are properly secured each day.

Work Relationships and Scope: Reports directly to the Chief Lending Officer. Will have regular contact with management, members and employees of the lending department. Will also work with staff members from various other departments of the credit union.

Performance Dimensions:

• Must maintain the integrity of confidential business information and follow all guidelines on confidentiality.
• Provide outstanding services to co-workers & members.
• Possess the ability to attend to numerous details with frequent interruptions under the stress of maintaining courteous, effective, and timely relations with a variety of individuals and personalities.
• Promotes quality, accuracy, timeliness, reliability, and thoroughness of work performed.
• Is punctual, flexible, reliable, and demonstrates a friendly and helpful attitude.
• Possess ability to gain the trust and respect of members, management, and employees. Also maintains a positive, professional, team-oriented working relationship with staff and outside vendors.
• Enhance job growth through continuing education, as required or necessary.

Knowledge, Skills and Abilities Required:

Education/Experience:

• Bachelor’s degree preferred or equivalent experience.
• Three to five years of experience in a financial organization in a supervisory role required.
• Prior successful sales and service experience required. Ability to remain calm under pressure when dealing with upset members.

Skills and Abilities:

• Ability to work accurately with figures and ability to perform detailed work.
• Excellent organizational and time management skills.
• Ability to handle multiple tasks and operate under tight deadlines.
• Excellent communication skills and proven effectiveness when working with members and staff. Must work in a courteous, respectful, and efficient manner.
• Ability to remain calm and tactful when addressing sensitive situations with employees and members.
• Skillful listening, comprehension, and speaking ability to quickly decipher the needs of others and relate the pertinent information requested.
• Ability to work with a wide range of personalities in a courteous, effective, and efficient manner.
• Ability to attend to numerous details, with frequent interruptions, under the stress of maintaining courteous, accurate and timely relations with a variety of individuals.
• Knowledge and ability to apply current financial service industry standards, laws, and regulations.
• Ability to present ideas, report facts and other information clearly and concisely.
• Proficient knowledge of the Microsoft Suite (Outlook, Word, Excel, PowerPoint).
• Proficient operation of a variety of general office equipment such as a computer, software applications, typewriter, copier, calculator, telephone, copy machine, fax machine and other similar devices or programs related to the position.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Work Location: In person