Role

The Member Solutions Manager is responsible for a variety of duties relating to the administration and operation of the Member Solutions Department and the supervision of the department’s staff. Ensures collection policies and procedures and state and federal laws and regulations are adhered to. The Member Solutions Manager plays a vital role by ensuring that the assets of ValleyStar Credit Union are being properly protected. This position requires one to maintain and promote member confidence and good will.

Major Duties and Responsibilities

• Supervise and monitor the collection of all loans. Authorizes payment of invoices related to collection accounts.
• Establish and maintain effective employee relations.
• Establish and maintain effective collection procedures on those loan accounts that are late and potentially delinquent. Review all accounts that are to be written off as uncollectible and prepare reports for Director of Enterprise Fraud, VP Risk Management, CRO, and/or the Board of Directors.
• Regularly reviews changes within our footprint that may impact delinquency (layoff, furlough, shutdowns)
• Review the need to upgrade/implement new software, including managing the projects process to include research, recommendations, implementation, and thorough testing until completion.
• Responsible for managing vendor relationships.
• Continuously prepare and review procedures for changes of all tasks performed within the Member Solutions Department.
• Review and make recommendations for policies pertaining to the Member Solutions Department.
• Prepare and recommend an annual budget.
• Prepare and recommend an annual business plan to include strategic planning and goal setting.
• Develop relationships with attorneys, court representatives, and other vendors.
• Assist with the process to interview and hire staff. This includes training, coaching and holding employees accountable to individual and departmental growth.
• Review processes within the department and ensure contingency plans are in place.
• Ensure all collection policies and activity meets regulatory and compliance requirements and are properly documented.
• Manage the Collateral Protection program
• Manage the ODP (Courtesy Pay) program.
• Communicate and collaborate with other managers to ensure proper understanding of collections processes are performed in all areas.
• Completes monthly reports for Director of Enterprise Fraud, VP Risk Management, CRO, and the Board of Directors as well as quarterly reports for NCUA.
• Provide requested research and documentation/explanation for audits.
• Establish annual department goals.
• Manage escalated calls with irate members and make appropriate workout arrangements.
• Manage collection related items during merger acquisitions.
• Review accounts assigned to staff to ensure prompt, courteous and effective collection efforts are being achieved in accordance with board-approved policy and in compliance with all local, state and federal regulations.
• Authorize legal proceedings in conjunction with the Director of Enterprise Fraud. Review all billings from attorneys retained for collection work.
• Attend and participate in department staff meetings.
• Attend and participate in in-house or off-site training, seminars, workshops and conferences.
• Remain courteous and discreet in the performance of duties and keep all information concerning member accounts/loans in the strictest of confidence.
• Communicate regularly with the Director of Enterprise Fraud to keep him/her informed of the activity in the Member Solutions Department.
• Perform described duties in a professional manner of conduct and dress in accordance with the position.
• Be available for Saturday (and nights) work hours on an as-needed basis as directed by management .
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, The Patriot Act, and the Office of Foreign Assets Control.
• Perform other duties as assigned by the management.

Knowledge and Skills

Experience

A high-school diploma, a minimum of 5-years experience is highly preferred. . Proficiency in one or more software applications is required. Proven employee relations and interpersonal skills involving tact and persuasiveness must be used to reach an objective and to maintain goodwill. The ability to manage conflict resolution and make decisions for long term success for members and the credit union. Effective listening skills are essential. This position requires a self-motivated, self-confident professional who possesses a high energy level and strong managerial skills.

Education/ Certifications / Licenses

It requires a high degree of skill in written and verbal communication combined with a great deal of attention to detail and accuracy

Interpersonal Skills

Other Skills

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to members, potential members and other employees of the organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percentage.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

OTHER SKILLS AND ABILITIES:

Ability to operate, among other things, a multi-line telephone system with voice mail capability, fax machine, calculator, personal computer and copy machine.

Basic skills in Windows-based software programs including Word and Excel.

ADA Requirements

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position as required by applicable law.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel, among other things, objects, tools, PC keyboard or controls; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk and sit. The employee is occasionally required to stoop, kneel, and or crouch.

The employee will need to lift box[es] of receipt paper and other supplies that may weigh in excess of 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Working Conditions

Work is performed largely in a pleasant office environment with minimal chance for personal injury and moderate noise level. There may be occasions when the work environment is stressful. Work hours will normally be from Monday through Friday and may change depending upon our needs.

Mental and/or Emotional Requirements

The mental characteristics necessary to competently perform this job include, but are not limited to, the need to use instructing and negotiating abilities, and imagination; to frequently use basic and complex numeric calculations, memory, and reading and writing ability; to continuously be alert, precise, resourceful, use problem solving; concentration, creativity and good judgment for any specific duration.

ADA

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

At Will

The above statement reflects the general details considered necessary to describe the principal function of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in this job. Nothing in this document restricts management’s right to assign duties and responsibilities to this job at any time. This document should not in any way be considered an employment contract, or take away from, alter or modify your “At will” employment status.

EEO

ValleyStar Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.