Member Solutions Manager; Collections Manager

MEMBER SOLUTIONS MANAGER (COLLECTIONS MANAGER)

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The Member Solutions Manager is a pivotal asset in the Credit Union's risk management and collection endeavors. Through exemplary leadership, the Manager guides a team of Collection Specialists, ensuring a seamless collections process and collaborating with leadership to establish best practices. Additionally, the Manager spearheads the development and endorsement of advanced Member Solutions and recovery processes, effectively minimizing organizational losses by reducing delinquency levels and write-offs, while simultaneously increasing recoveries.

It is the Manager's responsibility to oversee Member Solutions in conjunction with the Sr. Member Solutions Manager to drive process enhancements, efficiencies to elevate both member satisfaction and the credit union's loss prevention strategies.

• Develop and execute strategies to improve collections efforts and team performance
• Design and implement collection, outsourcing, and servicing strategies
• Manage collections processes, third‑party collections, and outside vendors
• Analyze billing and collections data to identify trends and areas for improvement
• Lead, mentor, train, and evaluate a collections team
• Ensure compliance with debt collection laws and regulations
• Stay updated on industry best practices and new technology

• Recruit, train, and coach Servicing & Collection Specialists as the department grows.
• Manage & mentor team members, provide support, and hold them accountable for success.
• Develop & implement appropriate incentive programs to influence/change behavior.
• Conduct regular meetings and performance reviews to assess team performance and provide feedback.

• Monitor and improve Servicing and Collection Specialist performance from both a compliance and profitability standpoint.
• Develop and implement KPIs and metrics to track team performance and drive results.
• Develop and implement Quality Assurance program.
• Manage and liaise with outside collection agencies, and attorneys.

• Support IVR operational configuration & maintenance.
• Support Telephony operational configuration & maintenance.
• Support CRM operational configurations & maintenance.
• Interact with technology service providers on business requirements, participate in user acceptance testing, and facilitate change management.

• Work collaboratively with accounting, sales, and underwriting departments to achieve servicing & collection goals.
• Work with key business partners to develop updated department policies and procedures, as well as department performance metrics.
• Directly handle a caseload of servicing & collection accounts including outreach, negotiation, monitoring and escalating collection efforts, as needed.
• Responsible for managing risks specific to related job functions with an expectation to make and support risk‑informed decisions and remain diligent in identifying emerging risks that could jeopardize the success of the Credit Union.
• Any other duties as assigned.

• Engage in continuous learning and professional development opportunities to improve collections expertise.
• Provide leadership to team members through practical goal setting, training, coaching, and communication.
• Standardize processes and procedures to ensure consistent collections practices across regions or business units.
• Ensure team members are well trained and effectively utilized to achieve optimal results.
• Monitor the effectiveness of the collections team's work and provide ongoing feedback and support.
• Work closely with the internal audit team to ensure adherence to set policies regarding debt recovery.
• Investigate and resolve customer complaints related to collections activities. Create reports summarizing collections activities and progress towards goals.
• Monitor payment trends and adjust collection tactics accordingly.
• Use customer feedback to identify areas for improving the payment process.
• Develop KPIs to track the performance of individual collectors.
• Implement preventative measures to reduce future delinquencies.
• Id…