Member Care Admin - VP - Member Care and Credit Bureau Reporting Oversight

member care admin - vp - member care and credit bureau reporting oversight job description

posted friday, november 14, 2025 at 11:00 am

title: vp - member care and credit bureau reporting oversight

status: exempt

report to: evp – head of operations

department: member care admin

job code: 7501

pay scale: $ - $ annually

general description:

the vice president of collections is responsible for all aspects of collections (member care) which includes loss mitigation programs, third party collection agencies, bankruptcy, credit bureau reporting, litigation, repossessions, foreclosure and reo management. In addition, this role will oversee credit bureau reporting for the entire credit union, including consumer and business, member expulsion, third party oversight, board of directors reporting. This role will manage, mentor, and develop staff engaged in all aspects of functional responsibility in order to minimize net credit losses, service member needs, maximize member experience and increase employee engagement.

purpose statement:

assist golden 1 to achieve its goals related to financial strength and security by mitigating deposit and loan losses, while providing outstanding and compassionate service to our members during their time of financial distress.

tasks, duties, functions:

• oversight of the entire department with up to 200 ftes.
• define and build buy-in for the business unit's strategic vision; implement solutions that deliver the strategy, including financial plan.
• lead changes necessary to support firm growth strategy while ensuring golden level member service and creating a scalable operation within current cost structure.
• collaborate with senior management, peers, and partners across the credit union on enterprise and departmental initiatives to accomplish strategic goals and remain within low-mod risk appetite.
• leverage data and analytics to solve problems and articulate operational strengths, weaknesses, and ongoing performance.
• implement and publish kpis, kris, okrs with appropriate targets and thresholds (ryg) across people, process, technology, risk, and strategy.
• oversee business unit planning, risk, governance, quality, reporting, project management, monitoring, and finance.
• stay current on collections, member service delivery and technology trends across operations.
• improve performance across people, process, and technology through four key objectives:
  • elevate to a high-performing team: manage, develop, coach, and hold talent accountable.
  • own the risk: manage the risk of the end-to-end process within the mandate.
  • execute flawless and efficient processes: lead the process owners and managers within the operation.
  • cultivate peer relationships: foster relationships internally and externally.
• develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the credit union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.
• lead member care and credit bureau reporting teams consistent with state and federal compliance standards and golden 1 policies and procedures.
• monitor delinquency and charge off trends for all products and lead teams to develop effective collection strategies for all functional areas: collections, loss mitigation, third party collection agencies, bankruptcy, litigation, repossessions, foreclosures, loss mitigation and reo management.
• understand golden 1’s credit culture, underwriting, related lending policies, risk profile, portfolio and product concentration risks, including geographic, and industry, to understand delinquency and charge off trends.
• develop effective multi-channel collections strategies that utilize autodialer, phone, text, email and outbound voice response unit. Develop ways to measure results.
• ensure proper oversight and compliance for all vendors related to the collection process (par, collection agencies, attorneys etc.).
• foster a positive and engaging work environment for each team member by promoting skill development, coaching, inspiring others through your words and actions, ensuring…