Vice President, Collections

The Organization

Arrowhead Credit Union, one of California's fast-growing financial institutions, is a federally chartered not-for-profit financial cooperative. We strongly believe in the philosophy of "people helping people." With over $2.9B in assets, Arrowhead proudly serves more than 235,000 members across 20 branches.

Offering a full range of financial services, Arrowhead provides members with convenient access to their financial needs in one place, from checking and savings accounts to consumer loans, credit cards, and more.

Arrowhead Credit Union was founded in 1949, when a small group of San Bernardino County employees came together to support one other by providing small loans for their growing families. Today, the spirit of our humble beginnings lives on through our community outreach efforts and the ArrowHeart Foundation. Our 501(c)(3) organization champions hunger relief, educational equity, and support for the unhoused, among other initiatives.

To learn more about Arrowhead Credit Union and our service culture, visit our Careers page, and our ArrowHeart Foundation website.

The Role

The VP, Collections is responsible for leading and executing the strategy of the Collections and Loan Servicing departments, providing oversight of service delivery channels and creating processes to assist with preventing and mitigating Credit Union losses. This position ensures compliance with loan committee approvals, detection of deterioration in loan quality, and maintaining adherence to internal, state, federal, and local regulations.

Essential Functions and Responsibilities

• Personally, provides exceptional member service; uses Service Standards in every work-related interaction.
• Actively participates in meeting the goals of the department and the Credit Union.
• Work cooperatively with others as part of a formal or informal team to accomplish department and Credit Union goals.
• Provides excellent service by using a positive and professional tone to assist callers and team members accurately, thoroughly, and as efficiently as possible while maintaining consistent and friendly service.
• Uses organizational tools and techniques to complete tasks on time and successfully manage multiple competing priorities simultaneously.

Service

• Leads by example with a positive and professional tone and demeanor when assisting team members and direct reports.
• Ensures Collections and Loan Servicing management provides proper support and development opportunities to team members.
• Leads, mentors, and develops managers and leaders, building strength and succession within the department.
• Presents a consistent presence in various organization collaborative events and initiatives to support Arrowhead's service goals.
• Regularly collaborates with appropriate departments to ensure consumer and real estate lending practices are compliant.
• Models the practice of proactively managing member relationships to improve the probability of identifying and resolving issues.

Strategy

• In partnership with the SVP, Lending:

• Establishes and maintains credit risk and loan servicing frameworks, underwriting standards, and portfolio management practices.

• Defines key performance goals to render the best service and business outcomes.

• Prepares and presents credit quality, concentration, and portfolio performance reports to executive leadership and the Board of Directors.

• Identifies loans that require review, shares findings with executive leadership, and recommends future credit information needs.

• Reviews, analyzes, and makes recommendations regarding Collections and Loan Servicing strategies to enhance department performance and outcomes.

• Monitors and responds to trends in the Credit Union industry regarding collections, foreclosures, and repossessions.

• Creates and adapts collection recovery and loss-mitigation programs and strategies in response to the prevailing economic environment.

• Partners with lending, risk, compliance, and executive teams to support prudent loan growth and profitability, participating in meetings and committees as required.

• Implements a system of credit analysis and quality assurance for loans made as required by Board of Directors; assigns rating as needed in conjunction with loan loss reserve analysis.

• Establishes and maintains vendor contracts; assists in solving quality and operational issues.

• Prepares written analyses of loans, aggregate lending versus indebtedness for individual borrowers, complex loans, and weak loans.

• Recognizes and implements opportunities for greater efficiency, process automation, and technology adoption across collection functions.

• Manages Collections and Loan Servicing department budgeting and expenses.

Operations

• Oversees credit underwriting, loan review, and approval processes for consumer, mortgage, and commercial lending, as applicable.
• Oversees all loan servicing operations, including payment processing, loan maintenance, escrow administration, payoff processing, and account adjustments.
• Oversees business lending loss mitigation across unsecured, secured, and real estate exposures to minimize charge-offs and maximize recovery.
• Oversees the management of real estate loss mitigation activities; including workout, modification, short sale, foreclosure and disposition of secured real property.
• Reviews and approves real estate recommendations for short sale requests for real estate loans.
• Ensures compliance with approved practices in multi-state legal matters; engaging and directing legal counsel across jurisdictions as required.
• Executes decisions on settlement proposals from attorney and collection agencies; reviews attorney/legal status reports.
• Oversees the preparation of monthly and quarterly risk reports, ensuring accuracy before submission, including 5300, per product reporting, etc.
• Conducts routine reviews of department procedures and processes to ensure organizational strategic goals are achieved.
• Ensures department leaders have tools and resources to execute credit risk strategy, value-added change initiatives, training, and policy and procedure adherence.
• Performs supervisory duties: interviews applicants; plans, assigns, directs, and evaluates team member's work; measures performance against goals; reviews efficiency and completeness of tasks; conducts performance reviews, recommends salary increases, and develops higher levels of expertise in team members through coaching, mentoring, and training.

Development

• Exemplifies the attitude, aptitude, and ability to learn quickly and efficiently while showing assertiveness in personal development.
• Independently takes responsibility for learning and development by acquiring and refining of technical and professional skills needed in job-related areas.
• Provides feedback on department policies and processes to improve efficiency and service outcomes.
• Regular and predictable attendance and punctuality.
• Maintains a working knowledge of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Asset Controls (OFAC), and complies with all laws/regulations applicable to area(s) of responsibility. Completes all required and assigned training modules by established due dates.
• Maintains working knowledge of Credit Union policies and procedures.
• Completes all other duties as assigned by leadership as necessary to achieve the goals of the Credit Union and the department.

Benefits and Perks Include (not a complete list)

• Weekly pay
• 401K with safe harbor match, dollar for dollar of contributions up to 6%
• Paid time off for vacation, sick, company holidays, bereavement, and jury duty
• Company-provided life insurance at twice your annual salary
• Financial Education Programs
• DoorDash DashPass
• Medical including access to Teladoc, Acupuncture/Chiropractic, Assisted Reproductive Technology, Wellness Services, and access to Maven Clinic for women's and family healthcare
• Modern Health - emotional and mental health support
• Care.com backup caregiving benefit
• Team members are eligible to apply for assistance with educational programs and expenses through ArrowHeart's scholarship program

Compensation

This is a new role - anticipated range $160k-$244k, bonus eligible - compensation and final offers are based on a variety of job-related factors, including but not limited to experience, knowledge, skills, education, geographic location, market conditions, and internal equity.

We are proud to be an Equal Employment Opportunity employer. For more information, please visit www.arrowheadcu.org/equal-opportunity-company. Applicants requiring reasonable accommodation(s) during the application/interview process should notify the Human Resources Department at 909-379-6643.