Member Solutions Manager

American Heritage Credit Union, a $5+ billion credit union, has an immediate opening for a Member Solutions (Collections) Manager.

This position will assist the VP of Asset Recovery with overseeing the day-to-day functions of the Asset Recovery staff and ensuring they are maximizing the collection and/or recovery of the credit union's and its subsidiaries' assets from delinquent and charged off accounts. Ensure Asset Recovery team performs all processes in an accurate and timely manner in accordance with established laws, regulations, and credit union procedures.

RESPONSIBILITIES INCLUDE:

• Assist the VP of Asset Recovery with overseeing and supervising the staff and functions of the Asset Recovery department, including monitoring the collection of all loans and products and handling non-routine matters that may arise.
• Maintain a highly motivated, well trained staff and evaluate job performance in a timely manner to ensure quality of work and service to members and staff; Establish and maintain effective employee relations; Meet with staff regularly to review goals and develop and implement effective methods for performing their job duties; Hire, review, schedule, train, and monitor the work of indirect reports; Actively encourage staff to participate in and support credit union activities.
• Oversee losses and recovery for pre- and post- charge off loans and work with staff and collection agencies for the recovery of charged off loans.
• Oversee all delinquent mortgages, foreclosures and loss mitigations, determine subsequent action steps, and make recommendations to VP when necessary.
• Manage the repossession of homes. Arrange the sale of repossessed collateral. Determine additional investment to be made in collateral.
• Oversee all delinquent vehicles, repossessions, liquidation, loss mitigations, force place insurance and all additional functions associated with vehicle delinquency. Determine subsequent action steps and make recommendations to VP when necessary.
• Ensure departmental compliance with credit union policies and procedures relating to all Asset Recovery activities to meet federal and state regulations.
• Train/coach new and existing department management and staff on the following: How to recognize and submit delinquent loans that may benefit from troubled debt restructuring (TDR) loan modification; The collections of all consumer products; How to analyze financial situations of delinquent borrowers; Execution of collateral repossessions when arrangements to bring loan current are unsuccessful.
• Train/coach new and existing department management on the following: High level administrative function with all collections systems currently in place; Processes and procedures for all department and consumer products; How to assign accounts to Member Solutions Representatives to perform follow-up duties; Approval of effective repayment and settlement terms/plans; Bankruptcy administration and documentation; Repossession of homes and vehicles; How to arrange sale of repossessed collateral; How to determine additional investments to be made in collateral; How to review and submit completed loan modifications to management for review and approval.
• Approve effective repayment and settlement terms/plans.
• Review loan accounts that are potentially delinquent and submit recommendations to management to charge them to the reserve with Board approval.
• Review accounts assigned to Member Solutions Representatives where action beyond routine collection procedures must be approved.
• Oversee and submit recommendations and prepare reports to management for review of loans that are to be written off as non-collectible.

QUALIFICATIONS:

• One to three years of similar or related experience.
• Work requires knowledge of Credit Union collection policies and procedures, loss mitigation process, and applicable collection laws and regulations.
• Requires FICEP (Financial Counseling Certification Program) certification. Must be Certified Credit Union Financial Counselor (CCUFC) and re-certified every three years thereafter.
• Proven ability to lead a high performing team to meet deadlines and competing priorities.
• Proven experience in utilizing an inbound/outbound dialer system.
• Intermediate knowledge of Microsoft Office suite (Outlook, Word, Excel).
• Considerable judgment is required. Must be able to analyze complicated factual situations, apply functional principles, and develop solutions.
• Proven ability to handle multiple tasks in a timely manner and stay focused on results in a fast-paced environment.
• Proven ability to work individually or in teams to complete projects and achieve results with limited/minimal supervision.
• Intermediate mathematical skills required (concepts and calculations involving decimals, percentages, fractions, etc.).

Our commitment to your success is enhanced by our competitive salary commensurate with experience and an extensive benefits package including paid time off, health benefits, 401(k) with a generous company match, and future growth opportunities within the company. We work to maintain the best possible professional and environmentally friendly atmosphere for our employees.

EOE M/F/D/V