The Director of Member Solutions is responsible for organizing, planning, directing, and managing all operations of the Member Solutions Department in the following areas: Debt Management / Loss Mitigation (Collections); Legal Intake-Outsourcing (Bankruptcy / Probate / Garnishment / Levy / Plaintiff and Defendant actions); Credit Reporting / Management; Asset Management (Repossession / Foreclosure); Insurance Enforcement; Military Relief Act a/k/a Service-members Civil Relief Act (SCRA) and applicable compliances such as UDAAP, FDCPA, TDCPA, ECOA and FCRA. Performs periodic evaluation of Department policies and procedures and modifies as needed. Ensures established policies, procedures, and legal requirements are followed. Coordinates internal and external stakeholder activities to promote adherences that support Credit Union objectives. Coach, instruct, and evaluate personnel. Ensures Credit Union services are delivered professionally and efficiently.

Position Responsibilities:

• Assists in the execution of operational strategic goals by ensuring Department functions are complementary and supportive.
• Assists in developing Department policies and procedures. Conducts periodic reviews of existing policies and procedures to ensure maximum efficiency and service delivery, which include liaising with internal and external stakeholders.
• Manages vendor/realtor relationships that re-markets repossessed collateral and Other Real Estate Owned (OREO) in a cost efficient manner and maximizes recoveries.
• Leverages technology to efficiently and effectively carry out collection efforts, manage collateral protection insurance (CPI), and respond to credit bureau disputes (Temenos, E-Oscar, CPI Platforms, Phone Dialers, texting, etc.)
• Collaborates with internal and external Department stakeholders to ensure critical support functions are identified, communicated and easily understood.
• Ensures appropriate metrics are in place to measure performance and progress towards organizational and departmental strategic goals.
• Oversees the development and implementation of cross-training initiatives in the furthering of organizational and departmental strategic goals.
• Ensures Department functions are completed in accordance with established Credit Union policies and procedures and applicable state and federal legal requirements.
• Directs and coordinates work processes to ensure available staffing resources are properly used in the course of achieving strategic Department and organizational initiatives.
• Provides assistance with complex and sensitive potential direct and indirect loss activities in adherence to rules of procedures in areas of document and information management, bankruptcy rules of procedures, credit reporting and HIPAA.
• Ensures applicable work-related hardware, software and facilities are maintained.
• Oversees submissions and approval of charge-offs, orders of repossessions and foreclosures, and various court actions. Makes recommendations for action.
• Ensures collateral in possession and other owned Credit Union assets are properly managed and dispositioned.
• Ensures debt management actions are thoroughly documented. Ensures accurate accounting for and collection of accounts that are charged off.
• Performs miscellaneous collections functions as required.
• Ensures applicable work-related and organizational confidentiality is maintained and monitored.
• Represents the Credit Union in contacts with members, in public venues, vendor negotiations, courts hearings, trade, state and federal governmental professionals.
• Ensures department related inquiries, questions, and concerns are courteously and professionally resolved. Ensures all communications are effective and efficient.
• Works with difficult or delinquent borrowers to reach suitable arrangements to restore accounts to amenable status. Utilizes effective human relations skills and persuasion to calm irate members and resolve negative situations. Discusses possible financial hardship modifications, informs members of potential default actions, and provides or suggests credit union offered financial.
• Works to ensure the Credit Union's professional reputation is maintained in peer business environments.
• Provides leadership to personnel through effective objective goal settings, delegation, and communication. Conducts staff meetings as required. Informs personnel of policy, procedural, and legal changes and discusses areas requiring improvements.
• Ensures personnel receive applicable training. Identifies training needs and develops and implements appropriate training programs. Conducts training sessions and cross-trains as appropriate.
• Conducts performance appraisals as required. Establishes strategic performance goals, formulates and implements corrective actions as needed.
• Assists and supports personnel as needed.
• Assists and informs branches and related departments as needed.
• Coordinates department work functions with department stakeholders.
• Keeps management informed of area operations and of any significant problems. Provides recommendations to improve department processes, effectiveness, and output integrity of the Department.
• Completes required reports, records, and other documentation as required.
• Attends and participates in meetings and committees as required.
• Ensures changes in legal requirements and government regulations are integrated into current practices.
• Stays informed of changes in asset and debt management practices and trends.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Bachelor’s degree or an equivalent combination of experience and training.
• 5+ years of similar of related experience.
• Must have collection experience on consumer, prime and subprime auto loan/lease, mortgage, and commercial portfolios.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of debt and asset management servicing and compliance (consumer and commercial); credit reporting and management; foreclosure rules and procedures, bankruptcy rules of procedures and post legal requirements; and legal rules of procedure in credit union initiated legal actions.
• Knowledge of garnishment and levy procedures (exempt / non-exempt attachments).
• Solid understanding of loan origination processes, loan life cycle, Credit Union lending programs, policies, and default enforcement clauses.
• Strong critical thinking and problem solving skills.
• Ability to work in stressful, high pressure situations.
• Solid analytical and math skills.
• Strong leadership, ethical, and supervisory abilities.
• Able to operate Collection software packages.

Our credit union team and members include people of all races, religions, cultures, physical abilities, sexual orientations, and gender identities and/or expressions. Together, we are the community we serve, and we believe that a community is strongest when there is diversity, equality, and inclusion.