Credit Union of Colorado

Denver, Colorado, United States

Member Solutions Manager (76278)

Posted over 1 month ago

Job Description

Job Details
Level
Management
Job Location
CENTRAL DENVER - Denver, CO
Remote Type
N/A
Position Type
Full Time
Education Level
4 Year Degree
Salary Range
$89,600.00 - $111,894.00 Salary/year
Travel Percentage
None
Job Shift
Day
Job Category
Banking
Description

General Purpose of the Position

Responsible for directing the operations, management, and staff development of the Member Solutions Department that includes professional collectors, loss mitigation specialists and other staff related to delinquent consumer and real estate loans, deceased member account processing, negative share account collections, returned deposit item collection, and insurance claims processing. Responsible for real estate loan collection, loss mitigation, foreclosure processing, and real estate owned management and disposition. Manages loan delinquency and charge offs, including analysis of portfolio trends and the factors influencing those trends. Provides strategic focus for the department, developing and implementing strategies that minimize credit losses and other risk exposures while supporting the goals of the credit union. Oversees reporting of delinquency, charge offs and bankruptcy to Board and Senior Management. Develops, reviews, and maintains clear and concise policies and procedures that ensure regulatory and legal compliance and mitigate risk for all department functions. Performs essential duties below personally or through subordinate staff. Representative must be knowledgeable in all areas of credit union operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Provides leadership to staff through effective objective setting, delegation, and communication and coaching. Directs manages, and coordinates activities of staff and monitors staff progress and expectations. Determines work procedures, prepares work schedules, and expedites workflow. Ensures conformance to policies and procedures. Ensures that staff is well trained, effective, and optimally used. Instructs personnel regarding policy, procedure, and program changes.
  • Optimizes collections on accounts while balancing the goodwill of members with the overall business interests of the credit union.
  • Reviews collection reports to ascertain status of collections and balances outstanding and to evaluate effectiveness of current collection policies and procedures. Revises procedures and policies when necessary to meet regulatory requirements and/or create greater efficiencies.
  • Responsible for real estate loan servicing including collection of delinquent accounts, loss mitigation, foreclosure, and real estate owned management and disposition.
  • Responsible for vehicle repossession processing and disposition.
  • Reviews and recommends real estate loan modifications, workout loans and reviews complex collection accounts with the Senior Vice President of Lending, using guidelines and documentation requirements in Loan Modification Policy.
  • Oversees collection of returned deposit items and directs collection of negative share accounts and reporting of these accounts to outside agencies.
  • Responsible for overseeing credit bureau reporting disputes and reporting in this area.
  • Assigns responsibility for investigation of fraud cases and possible legal action and collection for fraudulent checks and delinquent accounts.
  • Manages and oversees bankruptcy workload, including attending creditor meetings if required.
  • Assigns responsibility to staff for AD&D, disability insurance and deceased account member insurance claims. Ensures that insurance functions support member needs and are well coordinated with lending operations.
  • Manages deceased member account disposition.
  • Authorizes assignment of delinquent accounts to attorney or outside agency for collection, or foreclosure including testimony at court hearings on the behalf of the credit union.
  • Keeps Director of Member Solutions and Records informed of department issues, exposure to risk, and of any significant problems or opportunities.
  • Completes and submits required reports, records, and related documents. Attends meetings as required.
  • Assists Director of Member Solutions and Records in preparing department budget. Oversees expenses and department budget. Pursues cost-saving measures.
  • Resolves complaints, adjusts errors and answers questions and problems promptly.
  • Carries out supervisory responsibilities in accordance with the credit union's policies and applicable laws. Responsibilities include:
  • Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • Makes appropriate staff developmental and salary recommendations.
  • Ensure compliance to all applicable state and federal laws related to department functions including but not limited to the FACT Act, US Bankruptcy Code, Fair Credit Reporting Act, Fair Debt Collection Practices Act, RESPA, Reg Z, Reg B, SAFE Act, NCUA Regulations, and Fannie Mae Servicing Guide requirements.
  • Adheres to all Federal and State laws and regulations applicable to the credit union, including the Bank Secrecy Act, and OFAC.
  • Performs financial counseling (remedial, preventative and productive) and interviews members to provide resolution to financial conditions. Identifies the probability of payments, risk exposure and potential loss to the credit union. Assesses legal action including file preparation for foreclosure with attorney. Arranges for payments and enters information into collection notes according to Collection Policy and Guidelines.
  • Provides excellent service by demonstrating courtesy and personal concern for members and co-workers needs and follows-up to ensure those needs are met.
  • Responsible for compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Bank Secrecy Act (BSA) and the Anti Money Laundering Act, including monitoring for such illegal activity as it applies to this position.
Qualifications

Requirements

EDUCATION AND EXPERIENCE

Bachelors degree (B.A.) from four-year college or university or two to four years related experience and/or training; or equivalent combination of education and experience, plus three years related experience. Supervisory experience and leadership skills required.

OTHER SKILLS AND ABILITIES

Understanding of Credit Unions field of membership. Thorough knowledge of Credit Union services and products. Thorough and complete knowledge of Federal, State and County laws, rules and regulations affecting credit union activities. Knowledge and understanding of the U.S. Bankruptcy Code and knowledge of laws concerning credit extension and collection practices. Ability to utilize credit bureau information, file information and previous contact information. Knowledgeable in real estate value software, property assessments, and appraisals. Strong computer skills. Ability to evaluate different types of critical collection problems primarily with delinquent real estate loans and reacts with a high degree of judgment. Thorough and complete knowledge of credit union laws, rules and regulations. Ability to exercise judgment and discretion in applying and interpreting credit union policies and procedures. Demonstrated effective management and leadership skills to select, motivate, develop and supervise assigned personnel. Ability to establish and maintain effective working relationships with other administrative officials and the public. Ability to apply verbal and interpersonal skills that develop member confidence, respect and trust in Credit Union of Colorado and develop cooperative relationships with all levels of people throughout the organization.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is typically required to sit for long periods. The employee continually is required to talk or hear. The employee is occasionally required to stand, walk, stoop and reach with hands and arms. The employee will occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Limited travel required to visit CU locations as needed.

Core Competencies

MEMBER FOUCSED
Seeks and uses first-hand member information to improve products and services. Acts with the member in mind. Is never satisfied.

COOPERATION AND TEAMWORK
Can inspire and motivate entire units or organizations. Blends people into teams when needed and leverages individuals strengths. Willing to balance support for organizational initiatives over own department needs. Can be counted on to exceed goals successfully.

DECISION QUALITY
Conveys a sense of urgency for arriving at a decision, when appropriate. Has an opinion, takes a stand. Is able to build upon others ideas and facts to form a better decision.

PROBLEM SOLVING
Seeks opportunities for different and innovative approaches to addressing problems while prioritizing urgent issues. Brings issues to closure. Challenges and supports decisions of direct reports through coaching to the best outcome.

ACTION ORIENTED
Overcomes procrastination through execution. Places a top priority on getting results.

ADAPTABLE
Embraces and drives change. Assists others through transitioning to a new state. Is self-aware of areas of opportunity and strengths.

INNOVATION
Creates an environment that encourages innovative solutions or improvements and fosters experimentation for the benefit of the members. Recognizes and rewards those who take initiative with new approaches and act in a creative manner. Assesses, manages and takes calculated risks to achieve goals. Constantly looks for ways to improve products, processes and infrastructure of the organization to enhance employee and member benefit. Stays abreast of current and future trends both in and outside of industry to forecast and build future business vision including on-going evaluation of future directions and associated risks.

STRATEGIC AGILITY
Thinks/plans strategically. Understands the organizations vision, mission, and goals and can articulate to others. Defines/owns vision/purpose and aligns ideas to inspire others to follow. Looks to the future and adjusts strategic actions and goals based on anticipated future state.

LEADING COURAGEOUSLY THROUGH VISION AND VALUES
Makes decisions and acts in ways consistent with our core values; demonstrates the courage to do what is right despite personal risk or discomfort. Challenges others to make tough choices. Communicates a compelling and inspired vision or sense of core purpose and makes the vision sharable by everyone.


MARKET KNOWLEDGE & COMPETITIVE MINDSET
Knows the basics of the market and business context. Aware of local and national competitors. Understands the similarities and differences of our business model to other financial institutions. Brings forth ideas to keep our business competitive.


FISCAL RESPONSIBILITY
Fosters an environment that encourages fiscal responsibility. Maintains and applies a general understanding of financial management principles to ensure decisions are fiscally sound and responsible. Prepares and manages the budget for area of responsibility. Uses cost-benefit thinking to align priorities. Identifies cost effective approaches. Brings forward any financial concerns to the attention of Senior Management.

We are an Equal Opportunity Employer, Females/Minority/Veterans/Disabled/Sexual Orientation/Gender Identity/Religion/National Origin

17678785

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