AVP Member Solutions

Overview

The AVP of Member Solutions is responsible for the strategic oversight and operational management of the Credit Union’s Collections, Asset Recovery, and Real Estate Loss Mitigation functions. This leadership role ensures the effective resolution of delinquent accounts, repossessions, foreclosures, and recovery of charged-off assets while maintaining compliance with regulatory requirements and internal policies. The AVP will lead a team of professionals, manage third-party vendor relationships, and implement process improvements to enhance member experience and protect the Credit Union’s financial interests.

• Direct and manage all aspects of Collections, Recovery, and Real Estate Loss Mitigation operations.
• Develop and implement departmental strategies aligned with organizational goals.
• Monitor and evaluate the effectiveness of policies and procedures; recommend and implement improvements.

• Oversee delinquency management, charge-offs, repossessions, foreclosures, and legal recovery actions.
• Ensure that Collections, Recovery and Real Estate Loss Mitigation actions are thoroughly documented and complete, including required reports and records.
• Ensure delinquent loans are promptly addressed and resolved, with appropriate and timely legal actions initiated; delinquency/collection ratios meet management standards.
• Ensure properties are appropriately maintained and Credit Union assets are protected.
• Ensure delinquent and problem loans and accounts are closely monitored and reviewed.
• Maintain accurate records and reporting for all collection and recovery activities.
• Ensure compliance with federal, state, and local regulations, including FDCPA, UDAAP, and bankruptcy laws.

• Manage foreclosure prevention efforts, including loan modifications, forbearance, and short sales.
• Ensure properties are maintained and secured to preserve asset value.
• Coordinate with legal counsel and third-party vendors for property disposition.

• Lead, train, and mentor department staff to ensure high performance and professional growth.
• Conduct regular performance evaluations and implement corrective actions as needed.
• Foster a positive, member-focused culture within the team.

• Serve as the primary liaison for third-party collection agencies, legal firms, and asset recovery vendors.
• Monitor vendor performance and ensure adherence to service level agreements.

• Assist in resolving complex member account issues with professionalism and empathy.
• Collaborate with internal departments to ensure seamless service delivery and communication.
• Promote financial wellness and provide guidance to members facing financial hardship.

• Ensure all activities are conducted in accordance with Credit Union policies and applicable laws.
• Prepare and present reports on delinquency trends, recovery performance, and departmental metrics.
• Stay current with industry trends, regulatory changes, and best practices.

• Bachelor’s degree in Business Administration, Finance, Accounting, or a related field.
• Master’s degree or professional certifications (e.g., CUNA Collections & Bankruptcy School, CUCE) preferred.

• In-depth understanding of consumer and real estate lending, collections, and recovery practices.
• Knowledge of federal and state regulations related to collections, bankruptcy, and foreclosure.
• Familiarity with credit union operations and member service principles.

• Minimum of 7 years of progressive experience in collections, recovery, or loss mitigation.
• At least 3 years in a supervisory or management role within a financial institution.
• Proven experience managing vendor relationships and legal proceedings related to asset recovery.

• Proficiency in collections and loan servicing software (e.g., Symitar, Temenos, FIS, or similar).
• Strong analytical and problem-solving skills.
• Advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Ability to interpret financial data and prepare detailed reports.
• Familiarity with CRM and case management systems.

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

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