POSITION SUMMARY

The Member Solutions Manager reports to the Chief Credit Officer and is responsible for planning, organizing, and directing the activities of the Member Solutions department. Making final decisions regarding action on delinquent loans/accounts.

POSITION RESPONSIBILITIES

• Sets staff goals, monitors progress, and directs the workflow of the department to assure standards are met.
• Embraces Servant Leadership philosophy to manage and develop the Departmental Team.
• Responsible for performance evaluations and annual review of performance expectations for subordinate personnel.
• Proactively analyses monthly losses, identifying and projecting subsequent month's losses and delinquency ratios and numbers.
• Develops, maintains and presents delinquency trending reports to Senior Management.
• Assists with maintaining and monitoring TDR and Watchlist reports and participates in the quarterly update meetings.
• Participates in the quarterly CECL sub-committee meetings to provide insight on delinquency and loss trends.
• Monitors regulatory updates and ensures that compliant procedures and processes are in place and being followed. Actively takes advantage of training opportunities and resources to continually grow the knowledge base the Department.
• Facilitates monthly charge-off review meeting to discuss charge off and loss trends with management.
• Recommends strategies to address negative trends and isolation of impacting factors and/or risk factors which have been identified.
• Continually reviews policies, procedures and processes to drive efficiencies with the operations of the Department.
• Analyzes Risk Management trends and communicates results to management.
• Evaluates and provides timely responses to customer inquiries for loss mitigation relief, including payment modifications.
• Prepares and maintains required records and reports regarding loss mitigation loan servicing activities to remain in compliance with regulations and internal controls.
• Manages vendor relationships including, but not limited to, technology platform (Temenos), outside legal resources, Repossession and Foreclosure
• Oversees and completes all projects as assigned; keeps management apprised of all critical issues.
• Must comply with all company policies and procedures, applicable laws, and regulations.
• Additional duties as assigned.

EDUCATION AND EXPERIENCE

• Associate degree in related field required, Bachelor's degree in related field preferred.
• Two to five years of similar or related experience.
• A combination of education and experience will be considered.

KEY COMPETENCIES

• Demonstrated ability to lead strategically as well as use a hands-on approach to coaching team members.
• Strong leadership, relationship building and creative problem-solving skills.
• Ability to be adaptive and thrive in a fast-paced, changing environment.
• Superb work ethic, attention to detail, team oriented and commitment to excellence.
• Possess excellent oral and written communication skills.
• Proficiency working with Excel, Word, PowerPoint.
• Demonstrate business acumen to understand company goals and the impact of HR decisions.
• Excellent problem identification, analysis and issue resolution skills.
• Excellent teamwork skills and ability to work with employees at all levels.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Work Environment: Business office, the noise level in the work environment is usually quiet to moderate.
• Physical Requirements: Ability to sit or stand at a desk much of the workday; talk or hear; stand or walk occasionally. While performing the duties of this job, the team member is typically utilizing a computer, keyboard and phone. May occasionally reach with hands and arms; stoop, kneel, and crouch. The team member may occasionally lift and move up to 30 pounds.

The above information has been designed to indicate the general nature and level of work performed by persons within this job this job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all the duties, responsibilities, and qualifications required of persons assigned to this job. Additional duties may be required to perform the job effectively.

EQUAL OPPORTUNITY EMPLOYER

The Company does not discriminate, in accordance with applicable local, state and federal law, against any qualified employee or applicant for reasons of race, color, creed, religion, age, marital status, veteran's status, nation origin, ancestry, citizenship, physical or mental disability, sex, sexual orientation, arrest record, conviction record, membership in the national guard, state defense force or any other reserve component of the military forces of the United States or this State, use or nonuse of lawful products off the Company's premises during nonworking hours or other protected status as legally required, where the Company does business.