GENERAL SUMMARYThe Vice President of Member Solutions provides strategic leadership and oversight for all Member Solutions functions, ensuring effective and efficient collections and recovery operations, portfolio risk management, regulatory compliance, financial performance, and positive member outcomes. The Vice President leads and develops the Member Solutions team, establishes and monitors departmental goals and performance metrics, manages key business partner relationships, and oversees departmental resources, budgets, and administrative operations. Working closely with senior management, the Vice President develops and executes strategies that support the Credit Union's goals for delinquency management, loss reduction, portfolio performance, and long-term growth. The Vice President performs all responsibilities within the scope of their authority and expertise to deliver exceptional service and support to members, business partners, and employees while upholding the Credit Union's mission, vision, values, and commitment to excellence.
ESSENTIAL FUNCTIONS- Provide oversight and guidance to the Member Solutions Manager to ensure all collection and recovery activities are conducted in compliance with applicable federal and state laws, regulations, and Credit Union policies.
- Establish and maintain policies and procedures to ensure compliance with applicable NCUA, CFPB, federal, and state regulations.
- Establish and monitor controls for delinquent and at-risk loans to minimize losses and support portfolio performance.
- Establish and monitor delinquency and charge-off goals aligned with the Credit Union's strategic objectives.
- Develop, implement, and evaluate procedures that improve efficiency, productivity, and service quality while reducing delinquency and minimizing losses in support of the Credit Union's strategic goals.
- Maintain a thorough understanding of Credit Union policies and procedures and ensure compliance with applicable NCUA, CFPB, federal, and state laws and regulations.
- Maintain a well-trained and highly engaged team by providing leadership, coaching, and mentoring; establishing performance expectations; monitoring results; and supporting ongoing professional development.
- Recruit, hire, and retain qualified staff to ensure appropriate department staffing levels, while supporting employee development through performance evaluations, goal setting, training, and coaching.
- Prepare and provide financial reporting to senior management and the Board of Directors and support internal and external audit requirements.
- Prepare, manage, and monitor departmental budget in support of the Credit Union's strategic goals.
- Review and report charged-off accounts to the Board of Directors.
- Conduct monthly post-mortem meetings to review portfolio performance and identify improvements to loan policies and procedures.
- Manage relationships with key partners, including collateral insurance providers, legal counsel, and repossession agencies, to support effective risk management and asset recovery.
- Resolve and manage escalated member and partner concerns in a timely, professional, and effective manner.
- Hold consistent manager meetings to communicate updates, discuss operational changes, identify improvement opportunities, and address performance and service-related issues.
- Develop, implement, and oversee the Credit Union's Member Solutions Incentive Program to support departmental goals and performance objectives.
- Serve as the Credit Union's Financial Counselor Program Coordinator, overseeing program administration, operations, counselor certification, and program recruitment efforts.
- Serve as the Credit Union's VITA Coordinator, overseeing program administration, operations, grant management, and reporting.
NOTE: The list of essential functions is not exhaustive. It may be supplemented as necessary. ADDITIONAL FUNCTIONS- Attend relevant meetings, conferences, seminars, and training programs to ensure regulatory compliance, remain current on industry developments, and support the Credit Union's growth and operational effectiveness.
- Support and participate in Credit Union-sponsored events and activities.
- Participate in community and business activities to enhance the Credit Union's image and community presence.
- Maintain Financial Counselor certification and related continuing education requirements.
JOB SPECIFICATIONS- Demonstrated ability to exercise sound judgment and make informed decisions in complex situations requiring interpretation and application of established policies, practices, and regulations.
- Comprehensive knowledge of Credit Union policies, products, services, and regulatory requirements, including federal and state laws related to collections and recovery.
- Minimum of five years of experience in loan servicing or collections, with prior supervisory experience required.
- Demonstrates the highest standards of ethics, integrity, and professionalism, fostering trust, credibility, and a positive reputation for the Credit Union.
- Exceptional communication, negotiation, and relationship management skills, with the ability to effectively influence outcomes and resolve complex issues.
- Strong interpersonal and communication skills, with the ability to effectively supervise staff and interact professionally with members, vendors, and senior management.
- Strong quantitative and analytical skills, including the ability to perform and interpret calculations involving decimals, percentages, fractions, ratios, and other financial metrics.
- Ability to analyze and interpret financial statements.
- Bachelor's degree in Business Administration, Finance, or a related field, or an equivalent combination of education and relevant work experience.
- Intermediate proficiency in Microsoft Office Suite applications.
PHYSICAL REQUIREMENTSSitting = Continuous Crawling = Occasional
Standing = Frequent Climbing = Occasional
Walking = Frequent Balancing = Occasional
Driving an automobile = Occasional Reaching Overhead = Occasional
Lifting/Carrying = Occasional Reaching Forward = Occasional
Amount of Weight = 15-25 lbs. Kneeling = Occasional
Squatting = Occasional Push/Pull = Occasional
Bending = Occasional Twisting = Occasional
