Member Resolutions Manager bei Cornerstone CFCU

Position Summary:

The Member Resolutions Manager will help to develop and implement best practices and efficiencies in all collections operations (and lending, if needed) related to processes and procedures while being a proactive leader and team player. The position has the strong ability to collaborate and establish positive working relationships across the organization and will also oversee the daily operations/risk management of the Member Resolutions Team.

This position requires the ability to work during the branch hours of operation, including Fridays and some Saturdays with additional time as required to fulfill responsibilities. Additionally, this position is required to represent the Credit Union in the community at events and volunteer functions when possible.

Essential Duties and Responsibilities:

• Manages the team of collectors to recover delinquent loans due to the Credit Union while being empathetic to the member financial difficulty. 
• Develops debt recovery strategies, minimizing losses and improving upon collection processes.
• Oversee the assistance of struggling members facing foreclosure/repossession by analyzing their financial situations and offering customized solutions such as loan modifications, forbearance, deferment or repayment plans while mitigating any potential loss to the credit union. 
• Evaluate hardship applications to determine eligibility for solutions. 
• Ensure all documentation of member interactions and financial data are properly maintained. 
• Ensures all collection activities adhere to state and federal laws, regulations, and credit union policies.
• Works in collaboration with other departments to coordinate efforts to achieve resolutions for the member. 
• Supervises, trains, and mentors the collections team to ensure effectiveness and compliance.
• Track and analyze collection date and key performance indicators to identify trends, risks, and opportunities for improvement.
• Prepare and present detailed reports for senior management.
• Ensure all systems operate smoothly and align with our quality standards.
• Maximize the efficiency of all collections process and procedures.
• Monitor daily operations and address potential issues when they arise.
• Assist with project management and implementation for the Credit Union
• Conduct various assessments and audits to ensure department procedures are achieving accurate and desired results. Implement clean-up procedures and corresponding changes when necessary and as appropriate.
• Supports audit providing all requested information in a timely manner.
• Assist with intermittent problems that may arise from system outages to document mapping to product issues.
• Assist with new product development and implementation.
• Ensure the highest standards for member satisfaction through the timely resolution of member service issues, complaints, and problems.
• Work toward optimizing the Member Experience. 
• May have underwriting authority.  Additional duties may include credit analysis and additional oversight of loan processing and credit administration. 
• Act as liaison between appraisers and Commercial Lending.
• May be responsible for overseeing the fair lending compliance program.

Knowledge, Skills and Abilities:

• Possess thorough knowledge of Credit Union Lending and Collections Policies, Procedures and Products. 
• Experience in training and motivating a team and must understand the requirements of regulatory bodies and know the proper administrative, documentation, and servicing procedures.
• Deep understanding of how a credit union functions, and the value it brings to its member’s and community.  This includes understanding of what a Cooperative is, as that is the business models of all credit unions.
• Ability to communicate effectively both orally and in writing and generate grammatically correct written reports, letters, memorandums, etc.
• Excellent interpersonal communication skills and be able to establish working relationships and interact effectively with a wide range of individuals, members, and vendors.
• Solid organizational, management and team-building skills.
• Demonstrated ability negotiating complex agreements to achieve the best outcome for the organization.
• Experienced in engaging, collaborating, and building trust amongst internal, external, and prospective members. 
• Maintain strict confidentiality and professionalism when dealing with sensitive credit union issues.
• Ability to work closely with a variety of personalities and maintain calm under pressure.
• Discreet, able to handle confidential and proprietary information appropriately. High level of integrity.
• Self-motivated, confident and ability to multitask effectively.
• Ability to problem solve and provide solutions to staff and members.
• Be neat, punctual, and professional in appearance and demeanor.
• Always represent the best interests of the Credit Union in words and actions. 
• Embrace and promote a positive workplace culture and to lead by example. 
• Complete all required training.  

Confidentiality:

Employees are required to maintain the confidentiality of all sensitive Cornerstone CFCU, member, employee, and proprietary information both during and after their employment. If an employee has a question about the confidentiality of a particular matter, they should consult with their Manager/Supervisor or Human Resources. Any violation of this rule may subject the employee to disciplinary action, up to and including termination of employment.

Qualifications:

• Associates degree or higher preferred with understanding of accounting. 
• 2-5 years of financial services experience.  Credit Union or Bank preferred.
• 3+ years of operations management experience.
• 3+ years of collections experience required preferably with a credit union or banking institution. 
• Should possess intermediate skills in Microsoft Office, including word, excel and power point. 
• Knowledge of Microsoft Office, including word, excel and PowerPoint.
• Bondable upon initial employment and continue to be bondable throughout term of employment. 

Physical Requirements:

The functions of the position usually performed sitting but may require some amount of time standing. Some amount of stooping, kneeling, bending, crouching, lifting, walking, carrying and other movements may be required. Tasks involving working on a computer keyboard, typewriter, calculator, cutting, labeling, and taping involve extensive wrist and hand movements. All individuals are required to be able to perform these movements without significant risk of injury to themselves or others.

EOE Race/Sex/Vet/Disability

Cornerstone CFCU is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is 

the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Cornerstone CFCU is committed to diversity, and values the ways in which we are different.