Job Description

We recognize that in order to meet the needs of our communities, we must represent our communities. Our success relies on creating a culture where we have diverse perspectives and a true sense of belonging. This is a journey, and we pledge to do more than simply check the box.

When you join the Meritrust team, your benefits will include:

Comprehensive medical insurance plan that has HRA, HSA, and FSA options Dental and vision insurance Generous paid-time-off Up to 11 paid holidays 401(k) plan with a 5% match Wellness program Tuition assistance Employee loan discount Employee Assistance Program (EAP) Life and disability coverage

Job Summary

The Member Solutions Manager is responsible for assisting with the administrative and supervisory responsibilities of the Member Solutions Team. This role ensures that established policies and procedures are followed, coordinates and facilitates workflow, oversees account resolution functions, and resolves issues with delinquent accounts. The supervisor ensures members are served promptly and professionally, handles difficult member situations, trains and supervises personnel, and recommends actions to protect the assets of the credit union.

ESSENTIAL FUNCTIONS:

Monitor work quality, efficiency, and productivity of staff, providing suggestions for improved service delivery and implementing strategies. Ensure collections functions comply with established Credit Union policies, procedures, and legal requirements. Direct, coordinate, and oversee work within the department. Assist in the strategic development of department policies and procedures, maintaining effective performance tracking. Motivate the team to ensure optimum performance. Provide leadership through effective objective setting, delegation, and communication; conduct staff meetings and inform personnel of policy, procedural, and legal changes. Ensure thorough documentation of collections actions and accurate accounting for delinquent or negative accounts. Monitor vendor performance to ensure quality and member satisfaction. Stay abreast of regulatory changes impacting collections and new technological enhancements. Maintain department schedules to ensure proper staffing levels. Recommend and approve accounts for repossession, settlement, and legal action. Approve short sales on vehicle-secured loans to assist members in avoiding repossession. Handle call escalations, presenting a positive credit union image and working toward win-win resolutions. Approve Member Solutions curing11 tool requests and future payment arrangements. Use knowledge of Credit Union loan policies, procedures, and documentation, along with Bankruptcy Law, to establish the validity of bankruptcy proceedings. Act as a resource for the department, offering guidance and training. Train newly hired and existing team members on systems, procedures, and efficiencies. Identify department anomalies and bring them to management's attention. Ensure inquiries related to delinquent loan accounts via email, mail, telephone, text, or in person are responded to timely and professionally. Assist branch and internal departments with member relations, overrides, and general questions. Work directly with IT on upgrades and system issues of vendor platforms. Work with difficult or delinquent members to reach suitable arrangements to restore accounts to current status. Ensure personnel are well-trained, effective, and optimally used; identify training needs and develop appropriate training programs. Ensure supply and equipment needs are met. Complete required reports, records, and other documentation; complete special projects as assigned. Answer requests, questions, and problems courteously and professionally. Keep management informed of area activities and significant problems. Handle interviewing, hiring, performance improvement, and terminations according to credit union policies. Provide effective leadership in the administration of the Special Accounts Department. Follow the Right of Offset clause on delinquent loans with funds from members' or co-signers' share or loan accounts. Comply with all federal, state, and organizational policies, procedures, and processes, including BSA, Patriot Act, OFAC, FDCP, SCRA, UDAAP, and robbery procedures. Model Credit Union culture and maintain a positive work environment. Maintain confidentiality in all Credit Union and member matters. Assist in any related area as directed by Department Management or chain-of-command.

EDUCATION/CERTIFICATION:

High School diploma or equivalent required. Additional business education is helpful.

REQUIRED KNOWLEDGE:

In-depth knowledge of lending, contracts, depository accounts, loan collection concepts, and practices. Thorough knowledge of legal aspects of collection, bankruptcy, and repossession. Thorough knowledge of the Fair Debt Collection Act and the Fair Credit Reporting Act. Knowledge of regulations and compliance as they apply to collections.

EXPERIENCE REQUIRED:

8 or more years of high-volume collections experience. Minimum of 5 years of supervisory experience with at least 5 employees.

HARD/TECHNICAL SKILLS/ABILITIES:

Strong attention to detail and goal-oriented. Commitment to excellent member service. Excellent written and verbal communication abilities. Ability to prioritize and manage multiple responsibilities. Proficiency in using computers, multiple programs simultaneously, and multiple line phones. Ability to perform math calculations, interpret financial data, and conduct budget analysis. Ability to work with minimal supervision. Strong team-building and leadership skills. High level of technology skills for analysis and reporting. Basic knowledge of configurations of the collection platform and ability to work directly with IT on upgrades and system issues. Strong analytical skills and ability to utilize data analytics for decision-making. Excellent communication and interpersonal skills. Ability to develop and implement operational strategies and process improvements. Knowledge of risk management and compliance auditing.

WORKING CONDITIONS

Standard office conditions Low to moderate noise * Limited lifting up to 10 lbs.