MEMBER SOLUTIONS SUPERVISOR

Respect. Integrity. Ethics. Compassion. Humor.

At our Credit Union these five core values aren’t just words on a wall, they are our daily way of life. Our purpose is to build local loyalty, connect to community and make life easier for those we serve. To accomplish this, we hire team members who demonstrate a strong desire to serve others, who embrace change, who are eager to learn and who enjoy a good laugh.   

POSITION PURPOSE 

The Member Solutions Supervisor is part of the Leadership Team, responsible for supporting the Member Solutions Manager in leading and overseeing the Member Solutions team. This role focuses on ensuring the efficient and effective recovery of outstanding debts. The Member Solutions Supervisor will leverage a combination of leadership, communication, and problem-solving skills to ensure department goals are met while maintaining a positive member experience. The Member Solutions Supervisor will monitor team performance, provide coaching and development, and ensure compliance with company policies, regulations, and industry best practices. They will also collaborate with the Member Solutions manager and other departments to streamline processes and resolve complex or escalated accounts.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

 Supervision of Team Members and Daily Operations (30%)

• Supervises daily operations of the Member Solutions Team.
• Coaches and guides team members to ensure performance targets for delinquency, charge-off, and recovery are met.
• Monitors team metrics and individual performance, conducts regular reviews, and provides consistent feedback and support.
• Assists in implementing training and development programs to improve skill sets, productivity, and efficiencies. 

Account/Loan Resolutions (30%)

• Provides guidance and assists in the resolution of complex or escalated situations.
• Assists as needed with daily collection activities for accounts/loans.
• Handles repossessed property processes, including repair negotiations, auctions, consignment negotiations, and detailed record-keeping.
• Supports small claims, bankruptcies, and recovery efforts to meet established goals.
• Ensures all collection activities comply with internal guidelines, policies, and applicable regulations.

 Key Stakeholder Relations (20%)

• Maintains a member-first mindset by ensuring that collection activities are conducted professionally and empathetically.
• Fosters mutually beneficial relationships between the Member Solutions team and other internal teams.
• Develops and maintains community relationships to position the Credit Union as a responsible community member.

 Quality Control and Audit (10%)

• Performs regular audits of the Member Solutions team, ensuring adherence to guidelines and procedures.
• Reviews and analyzes reports to identify trends, track progress toward goals, and make data-driven decisions to improve team performance.

 Strategic Collaboration and Leadership (10%) 

• Supports and drives Flywheel initiatives and collaborates cross-functionally as a member of the Leadership Team.
• Performs other duties as assigned.

QUALIFICATIONS

• Thorough knowledge of collections practices and federal/state regulations.
• Thorough knowledge of Credit Union services and products.
• Excellent interpersonal, leadership and supervisory skills and demonstrated experience managing others.
• Effective verbal and written communication skills.
• Ability to use related computer software, Microsoft Office products and business equipment.
• Flexibility is necessary as an employee’s job responsibilities may change at any time during employment.
• Understanding the makeup of the credit union’s membership and their needs.
• Must have the ability to work Saturdays when needed, and occasional work outside of normal business hours.

EDUCATION/EXPERIENCE REQUIREMENTS

• High school graduate or GED required.
• 3-5 years’ financial institution experience with an emphasis on collections.
• 1-3 years’ experience in collections.
• 2 years’ experience as a supervisor or manager in a credit union, bank or other financial institution preferred.

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.

• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Physical Requirements: Frequent use of hands to manipulate/grasp objects, occasional bending and lifting from floor height, frequent forward reach, frequent lifting of 1 - 10 lbs., occasional lifting of up to 30 lbs.
• Frequently required to stand; walk and sit.