Hybrid AVP, Member Solutions presso Redstone Federal Credit Union

Under policy direction of the Vice President Consumer Lending, oversees plans, organization, integration, management and evaluation of the Credit Union’s Member Solutions Division, which includes the Collections and Member Solutions departments. Directs, analyzes and monitors all activities related to minimizing delinquency and net-loss to the Credit Union. Directs planning and implementation of strategic business plans that are aligned with the Credit Union's Vision, Mission, Strategies and desired results; ensures projects are designed and implemented efficiently and effectively; and directs departmental business continuity planning to minimize risk. Collaborates closely with executive leadership, technology and, across multiple business units, to meet all servicing and reporting requirements while delivering loss mitigation options to members which are efficient and meet all regulatory and secondary market requirements. Accountable for line-of-business strategy inclusive of loss mitigation options, timely response times, first and third-party collections, compliance and vendor management, including oversight of outside attorney used for collections.

Job Description

Essential Duties and Responsibilities

• Plans, organizes, evaluates and manages the work of the Member Solutions Division, which includes Collections and Member Solutions; utilizes resources effectively and implements plans, programs and work processes and procedures necessary to achieve designated results; coordinates and integrates functions within the division and across the Credit Union.

• Develops and implements business, operational and member service plans, budgets and procedures for areas of responsibility necessary to achieve Credit Union and departments desired results. Acts as a liaison with attorneys and third party vendors and carries out contract reviews.

• Provides leadership and works with supervisors and staff to develop and retain highly competent, member service oriented staff through training and day-to-day management practices that support the Credit Union’s mission and strategic goals.

• Establishes performance requirements and objectives for staff; monitors and evaluates their performance; provides coaching and development opportunities, and finds ways to recognize performance; addresses performance deficiencies and takes disciplinary action if warranted, in accordance with Credit Union’s policies and procedures.

• Recommends changes to the policies that govern the work done by the Division. Ensure that written procedures cover all areas of operation and support the policies. Exercises sound judgment in decision-making and recommendations under authority granted by policies.

• Conducts continual process improvement for areas of responsibility. Finds ways to improve and streamline the efficiency of division processes to provide the best service to our members. Streamlines loss mitigation processes and to determine appropriate workout products relevant to each need and offers choices to members facing financial hardship, where possible.

• Directs, analyzes and monitors all activities related to minimizing net-loss to the Credit Union, including, but not limited to; repayment plans, bankruptcies, repossessions, foreclosures, modifications and other programs to assist members while limiting regulatory risks to the Credit Union

• Negotiates settlement offers on charged off debt, makes short sale recommendations on real estate and is responsible for all possible insurance claims, including but not limited to repo expense, pre-skip, skip and secretion.

• Develops teamwork and collaborative relationships within the organization.

• Manages remote, hybrid and in-office staff, to include key performance indicator tracking and accountability.

• Maintains current knowledge of and ensures compliance with regulatory requirements and Credit Union policies and procedures; ensures that uniform operating procedures are developed based on the level of risk for all areas of responsibility.

• Promotes the Credit Union by participating in community involvement and special events.

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.

• Delivers friendly, caring service to internal and external members.

• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.

• Follow all physical and online security procedures and maintain strict confidentiality of all member information.

• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.

• Works scheduled hours and maintains punctuality.

• Performs other related duties as assigned or requested.

EDUCATION/EXPERIENCE

To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required. An equivalent combination of education and experience may be considered.

Education Requirements

4 Year / Bachelors Degree - Business or a related discipline - Required

Experience Requirement

5 Years - Progressively responsible consumer collections or lending experience, with an emphasis on loss mitigation and financial counseling - Required

3 Years - Experience in a management role. - Required

SKILLS/ABILITIES

• Ensure all internal and external customer service practices and processes are carried out and meet quality service standards and achieve member satisfaction.

• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop relevant solutions.

• Provide guidance in the resolution of complex problems utilizing advanced knowledge and experience within areas of responsibility.

• Plan, organize and direct the day-to-day and yearlong activities of the departments.

• Apply advanced level of knowledge and experience in collection and loss mitigation products and services to advise and assist department staff, members and branch staff with member solutions.

• Must be highly knowledgeable in all phases of collections and loss mitigation options to minimize delinquency and financial loss to the Credit Union.

• Lead and model RISE values, Code of Ethics and create experiences, which develop the Credit Union’s cultural beliefs through all interactions and conduct.

• Promote and foster excellent member service and teamwork throughout department.

• Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.

• Proficiently write understandable business documents, emails and other forms of communication.

• Understand and follow written and oral instructions.

• Proficiently use Credit Union and department computer software and systems.

• Set priorities and manage one’s own time effectively.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• Intermittent standing, sitting, walking, bending and climbing.

• Using hands repetitively to handle, feel or operate computers and other standard office equipment.

• Reaching with hands and arms.

• Intermittent lifting and carrying up to 25 pounds.

WORK ENVIRONMENT

An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion;

• Works in a general office environment.

Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.

We are proud to be a Drug-Free and Tobacco Free Workplace.

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