Member Solutions Manager

ESSENTIAL FUNCTIONS

1. Supervise and monitor the collection of all loans, credit cards, share accounts, and handle complex and non-routine member issues.

1. Ensure that credit and collection policies, practices, and documentation meet federal and state regulations.

1. Assign, monitor and supervise the workload of the Member Solutions Specialists to ensure the smooth and efficient flow of work.  Ensure the courteous and considerate interface with members at all times. 

1. Establish and monitor effective control procedures for late and/or delinquent or potentially delinquent loans.  Determine when to charge to reserve.

1. Evaluate job performance of the Specialists to ensure quality of work and service to members and complete performance reviews within prescribed time frame.

1. Work with Consumer lending on troubled debt (TLM) or modify EFCU loans that are in distress. Find the best financial solution for the borrower and to mitigate risk to the credit union.  Responsible for monthly tracking of TLM's/Modification/Extensions.

1. Work with Commercial Lending for the review of business delinquencies and work any Commercial accounts over 30 days.

1. Work all delinquent mortgages over 30 days. Work with Midwest Mortgage to ensure compliance with Erie FCU policies and all collection regulations.

1. Provide a back-up to specialist when necessary for vacations or larger than normal queues to ensure all accounts are worked all month.

1. Manage and monitor E-Oscar and credit disputes.

1. Manage all bankruptcies for the credit Union. Ensure that policies and procedures reflect the bankruptcy laws.  Be the answer person for any bankruptcy questions. Handle all reaffirmations and proof of claims.

1. Communicate and monitor the requirements to staff in collections procedures to protect the credit union's interests and handle members courteously.  Train staff on alternative collection techniques to resolves issues positively.

1. Handle escalated delinquent accounts. Make decision when to take final action. Process foreclosures, court actions, referrals to attorney, and charging-off accounts.  

1. Coordinate other legal proceedings with attorney. 

1. Attend sheriff sales to protect credit unions' liens on real property.

1. Review all billings from third party vendors retained for collection work.

1. Review all accounts that are to be written off as uncollectable.

1. Act as the financial counselor for the credit union.  Meet with and provide financial counseling to all members.

1. Attend monthly Post Mortem meetings to monitor and revise loan policies and procedures.

1. Hold periodic staff meetings to discuss areas needing improvement, changes in procedures, new developments or services and to present general information.  Maintain a highly motivated and well-trained staff.

1. Recruit and select qualified staff, ensuring the department is adequately staffed. Promote staff development through bi-annual performance evaluations, goal setting, and training.

1. Coordinates with Mortgage & Business participation loan agencies and approves all collection activity.

1. Maintain current knowledge of all Credit Union policies and procedures, CFPB rules and NCUA regulations including compliance with federal laws and regulations as set forth by the NCUA and other regulatory agencies.

NOTE: The list of essential functions is not exhaustive.  It may be supplemented as necessary.

 

ADDITIONAL FUNCTIONS

1. Attend management meetings, conferences, seminars and training courses relating to areas of responsibility to remain compliant with new laws and regulations and promote growth and efficiency for the Credit Union.

1. Support & Participate in Credit Union sponsored activities.

1. Participate in community and business affairs as necessary to contribute to the overall image if the Credit Union.

1. Maintain certification as a Financial Counselor.

 

JOB SPECIFICATIONS

1. Professional, well-developed interpersonal skills necessary for supervising member solutions staff and interacting with members, outside vendors and senior management.

1. Requires knowledge of the Credit Union's policies, procedures, products and services.  Requires knowledge of laws and regulations governing collections.

1. Superior phone skills and negotiating skills required.

1. Requires judgment to apply broader aspects of established practices to situations, which go beyond clear, concise guidelines.

1. High school degree required; higher education preferred.

1. At least two years of experience in a loan servicing or collection department required.  Supervisory experience also required.

1. Intermediate working knowledge of PC applications (Office Suite). 

1. Intermediate mathematical skills required (concepts and calculations involving decimals, percentages, fractions, etc.)

 

PHYSICAL REQUIREMENTS

Sitting = 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