Manager - Member Care Governance

TITLE : MGR - MEMBER CARE GOVERNANCE

STATUS : EXEMPT

REPORTS TO : SR MGR - MEMBER CARE

DEPARTMENT : MEMBER CARE - ADMIN

JOB CODE : 11718

PAY RANGE : $111,800.00 - $115,000.00 ANNUALLY

G ENE R A L D ES C R IP T IO N :

The Member Care Governance Manager is responsible for overseeing a team engaged in member care governance management. This role is crucial in ensuring compliance with corporate initiatives and departmental processes in line with applicable laws and regulations. The Manager reviews self-assessments, identifies internal control gaps, and recommends improvements based on risk assessments. Additionally, the Manager oversees functions related to third-party vendors, including call quality monitoring and complaints tracking, and works with process owners to create and maintain effective business controls. The manger will also interact with internal and external auditors during audits or examinations.

TASKS , D U T I E S , F UNC T IO N S :

• Team Leadership : Lead and supervisor the Governance team. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through words and actions, ensuing positive employee morale throughout Golden 1, and embracing our mission, vision, and core values. Responsible for employee evaluations and disciplinary actions.
• Compliance and Risk Management : Oversee first-line monitoring activities and call monitoring for secured and unsecured loans to ensure compliance with regulations and company policies. Measure, monitor, and control risks associated with third-party vendors, including reputation, compliance, operational, strategic and investor risks. Support Servicing Operation Leadership during audits or examinations, acting as a liaison with auditors and examiners.
• Third Party Vendor Oversight : Implement, oversee, and manage the Third-Party Vendor Oversight Program, including annual certifications, performance scorecards, complaint monitoring, internet searches, transaction monitoring, monthly call monitoring, financial management, user controls and site visits.
• Policy Process Management : Manage open audit, compliance and complaints ensuring timely completion and closure. Communicate with vendors, departments, branches and Member Care team for error resolution and information exchange. Conduct annual reviews of policies, procedures, and disclosure statements and perform risk assessments. Ensure departmental policies and procedure are up to date
• Internal Controls and Testing : Identify process risks and develop, test, implement, and document business process controls to ensure regulatory compliance. Complete monthly call monitoring and first-line monitoring analyses for third-party vendors and our Member Care Team. Track and report monthly vendor complaints to the internal Compliance Department.
• System and Process Improvement : Validate, test, and implement system enhancements. Automate processes to streamline or eliminate labor-intensive tasks.
• Regulatory Knowledge : Maintain knowledge of state and federal laws and regulations related to credit union compliance and stay updated on software systems and credit union policies related to Member Care.
• Audit and Compliance Interaction : Respond to audits and reviews, develop action plans, and use the ERM tool to store controls, test results, and action plans. Develop reports to monitor vendor performance and identify potential issues.
• Consultative Support : Provide consultative advise to Servicing Operation Leadership for developing Department Compliance Programs. Ensure tasks are initiated and implemented according to policy changes.
• Reporting and Communication : Develop and manage reports for categorization, response / resolution, and root cause analysis. Review staff reports and work papers for completeness. Provide senior management with oversight of the Member Care Group, ensuring communication of key regulatory compliance accomplishments. Hold monthly forums to discuss vendor scorecards, regulatory changes and change management programs.
• Subject Matter Expert : Serve as a subject matter expert on all areas within Member Care and our collection system, Debt Manager, by possessing comprehensive knowledge of all processes and our collection system, enabling effective oversight, troubleshooting, reporting, and strategic decision-making.
• Employee Engagement : Incorporate activities that promote team building and camaraderie amongst team members. This could include organizing team-building events, arranging regular team meetings and facilitating cross-functional collaboration. Implement feedback mechanisms to gauge employee satisfaction and identify areas for improvement. Encourage regular one-on-one meetings between your direct reports to discuss goals, challenges, and career development opportunities. Develop and implement recognition and reward programs to acknowledge employee achievements and contribution. Ensure effective communications channels are in place for employees to voice their opinions, concerns, and suggestions. Lead by example and demonstrate behaviors that promote employee engagement, such as active listening, empathy, and transparency.
• Ensure timeliness and accuracy of all loan coding and FCRA codes for all products in Member Care.
• Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union's risk appetite, and ensure operational integrity and compliance with applicable regulations.
• Perform other duties as assigned.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE O F T H E S E T A S K S :

2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone, etc.

O R G A N I Z A TIONAL CONTACTS & R E L A T I O N S H I P S :

Q UA LIFICATIONS :

1. EDUCATION : A bachelor's degree in business, finance, or related field. Equivalent job experience within a financial institution will also be considered

2. EXPERIENCE : Progressive regulatory compliance or QC Experience within a financial institution, including 7 years management experience in consumer loans, commercial loans, and default management with banks, savings and loans, credit unions or other finance companies, including detailed knowledge of bankruptcy, legal, foreclosure, foreclosure remarketing in California, accounting, including charge-off and repossession and remarketing in California.

3. KNOWLEDGE / SKILLS : Strong leadership and presentation skills and a proven ability to manage and motivate a team. Proficiency with Excel, Word, PowerPoint, and Access is preferred. Excellent communication / negotiation skills and must be knowledgeable of relevant laws and regulations governing collections in the financial sector, including but not limited to, FDCPA, CFPA, FCRA, UDAAP, SCRA, RESPA, TCPA, Reg B, Reg Z, Bankruptcy and CFPB Mortgage Servicing Final Rules.

P H YS I CA L R EQ U I R E M E N T S :

1. Prolonged sitting throughout the workday with occasional mobility required.

2. Corrected vision within the normal range.

3. Hearing within normal range. A device to enhance hearing will be provided if needed.

4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

5. Unusually long work hours may be required to accomplish tasks.

6. Minimal local travel to attend court appearances by car or public conveyance.

L I C E N S E S / C E R T I F I CA T I O N S : None

T H I S JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

REV. 01 / 16 / 2025

Other details

Apply Now

Salary : $111,800 - $115,000