Director of Payment Solutions

Are you a compassionate, people-centered leader who can pair empathy with sound financial judgment? We're looking for a Director of Payment Solutions to lead our collections function with dignity, respect, and accountability-guiding a talented team and developing thoughtful strategies that strengthen our credit union while helping members navigate challenging financial circumstances.

Make an Impact

In this highly visible leadership role, you'll oversee collections for the credit union's full loan portfolio, improve processes, manage risk, and ensure members are treated with dignity and understanding. You'll model active listening, clear communication, and respectful decision-making while helping members identify responsible, sustainable solutions. You'll also serve as a trusted partner to executive leadership, turning portfolio trends and regulatory requirements into practical, effective action.

What You'll Do

• Lead, coach, train, and motivate the collections team with compassion and empathy, creating a culture of trust, respect, accountability, and growth.
• Oversee collection activity across the credit union's entire loan portfolio.
• Develop and improve collection strategies, policies, and procedures that support strong financial performance while treating members with dignity and pursuing sustainable solutions whenever possible.
• Listen actively and communicate clearly with members to resolve inquiries and disputes, establish realistic payment plans, and negotiate settlements that balance empathy with responsible financial stewardship.
• Analyze reports and portfolio trends, recommend strategies, and maintain accurate records and system updates.
• Ensure compliance with applicable laws, regulations, credit reporting requirements, and internal procedures.
• Maintain balanced collection-related general ledgers and investigate account, payroll deduction, loan application, and credit bureau discrepancies.
• Represent the credit union professionally during repossessions, court appearances, branch visits, and other job-related travel.
• Champion the credit union's mission, vision, and core values through compassionate leadership, exceptional member service, collaboration, and teamwork.

What You Bring

• A high school diploma and at least five years of relevant banking, credit union, or financial-services experience.
• Strong knowledge of collections, lending operations, financial products and services, and the regulatory environment, including the Bank Secrecy Act and related requirements.
• Demonstrated ability to lead through empathy, build trust, coach respectfully, make timely decisions, and bring teams together through shared problem-solving.
• Excellent verbal, written, interpersonal, and report-writing skills, including active listening, respectful coaching, and compassionate communication with members and employees.
• Strong analytical judgment, organization, time management, and the ability to manage multiple priorities and deadlines.
• Proficiency with Microsoft products and the ability to learn and use credit union systems effectively.
• Compassion, accountability, adaptability, and sound judgment, with the ability to consider individual circumstances while upholding credit union policy and responsibilities.

You'll Thrive Here If You...

Bring equal parts empathy and accountability to your work. You listen before acting, communicate difficult information with clarity and care, and recognize the individual circumstances behind each account. You enjoy developing people, solving complex problems, and creating clear processes that help a team succeed-all while preserving the dignity of members and employees.

Work Environment & Schedule

This role is primarily performed in a professional office environment and may include travel to branches, court appearances, repossessions, and other locations using a personal or credit union-provided vehicle. The position requires the ability to sit, stand, walk, use a computer, communicate effectively, and occasionally lift or move up to 10 pounds. Schedule flexibility is required based on business and operational needs.