Member Solutions Manager

Job Description

Job Description

Description:

The Member Solutions Manager will partner with a team of collectors to ensure effective and timely review and resolution of past due consumer ,mortgage, commercial, collateralized and personal loan accounts, while protecting the credit union’s assets, financial interest and reputation. Take a proactive approach to identify effective solutions on past due accounts that benefit both the borrower and the credit union… Maintain an effective delinquency control and follow-up program for all loans that are delinquent, potentially delinquent, or charged-off. To protect the assets of the Credit Union and the credit reputation of the member, when possible.

§ Maintain an efficient and highly effective collection process.

§ Responsible for production and results of the collections staff, including monitoring of all past due accounts to include reporting via multiple software systems such as Excel and other reporting software.

§ Manage the collections efforts of the outsourced collections vendor.

§ Ensuring all consumer account collection activity, including collateral repossession, mortgage foreclosure, liquidation, and subsequent charge-off process meet credit union, state and federal lending regulations.

§ Manages all aspects of departmental staffing, to include hiring, training, coaching, counseling, performance evaluation, and if necessary, termination.

§ In conjunction with the Chief Operating Officer and Chief Financial Officer sets departmental goals and establishes performance minimums. Monitors production of all personnel by tracking goals on a monthly basis.

§ Responsible for policy and procedures updates as necessary.

§ Responsible for managing all third party vendor relationships related to collections, including JMFA and its Privilege Manager program related to negative balances, the credit union’s repossession and remarketing vendor for automobiles, collections attorneys, CPI (forced place insurance), and filing claims with our default insurance company after repossessed units are sold.

§ Monitor closely with third party vendor to ensure that all collection efforts are carried out in accordance with established policies and procedures.

§ Submit requests for extensions and modifications for approval.

§ Monitor and track payment history for loans that have been extended or modified.

§ For advanced cases of delinquency, determine delinquency causes and establish proper corrective action in a timely and efficient manner.

§ Establish/maintain interdepartmental relationships to ensure proper account maintenance and resolution.

§ Prepares monthly watch list of loans and recommends reserve allocations for the ALLL.

§ Ensures all loan and negative share/share draft letters and notices are generated daily and mailed out.

§ Ensures all past due accounts are worked regularly and followed up in a timely manner.

§ Update and log activity on accounts through delinquent loan recovery system.

§ Represent the Credit Union in any court actions instituted by the Credit Union attorneys on delinquent loans, as directed.

§ Submit regular status reports to the Chief Operating and Chief Financial Officers

§ Ensures delinquent and charged-off accounts are properly reported to collection agencies.

§ Prepare charge-off reports, end of month reports and collection agency reports

§ File bankruptcy claims and follow -up with attorneys on legal action

§ Ensures credit disputes are input into EOscar system.

§ Process payments from bankruptcy trustees and from Collections vendor

§ Maintain accurate records of all required logs/reports

§ Properly protect member information and fully abide by all governing rules/regulations

§ GPS : Installation, tracking and termination in timely manner

§ CPI : Skip tracing filing and payment received in timely manner, Insurance issues resolution

§ JMFA Reporting, Compliance letters, managing the program with training schedules

§ AUD/ACDV disputes responding

§ Process Charge off in system, Credit card

§ Process negative charge of fin system, JMFA and Chex systems

§ Updating chex system when charge off pd off

§ Attorney follow up on garnishment and other issues

§ Open lending claims filing and follow up

§ Notices for repo, sale and deficiency balance, 2nd deficiency as well

§ Cross collateralized letters

§ Provide Pay off letters

§ Release lien in VINtek

§ Pd Off Loan in Open lending

§ Research members accounts if decease, Provide accurate information

§ New cases with Synergent

§ All other duties as assigned by Supervisors.

EDUCATION : Bachelor’s degree or related equivalent in experience

SKILLS:

• Three-five years experience managing a Collections Department.
• Accounting experience preferred
• Computer skills, Microsoft Word and Excel.
• Pleasant and neat appearance.
• Organization and time management skills; ability to meet deadlines
• Ability to work independently without direct supervision
• Ability to maintain professional demeanor in high pressure situations
• Strong knowledge of collections and lending procedures, practices and lending qualifications associated with the loan processing and underwriting profession.
• Must be familiar with mortgage and consumer collections, repossession, and credit reporting laws and requirements.
• Must possess the ability to remain calm, patient, objective, and professional when presented with difficult situations.
• Must be able to work in a time sensitive environment, making sound decisions, communicating these decision to members as well as internal staff.
• Excellent communication and organizational skills.