Manager, Member Solutions

At Landmark Credit Union, we succeed by putting people first - and that starts with you. Our culture of inclusion and collaboration enables us to support our members' financial wellbeing, positively impact the communities we serve, and help our associates grow their careers. Bring your authentic self to work as part of an organization where you'll feel valued for your unique qualities, are enabled to reach your full potential, and are recognized for your contributions to our success. We strive to ensure you feel empowered to grow and succeed, while also feeling valued and taken care of, as we all do our part to put people first. We invite you to learn more about this and other opportunities at Landmark Credit Union.

NATURE AND SCOPE
This position reports to the AVP, Member Solutions. Oversees the Member Solutions staff to ensure that members receive timely and professional service while maintaining the organization's net loss goals. Reports key metrics and business results to Senior Management. Develops new and enhances current procedures to ensure compliance and efficiency. Responsible for the hiring, training and performance management of the collection staff.

REQUIREMENTS
1. High school diploma or equivalent, and a minimum three years of collections experience in a first party collection environment. Supervisory experience preferred.
2. Experience working or managing in a call center environment that uses an auto-dialer.
3. Experience with the following types of consumer loan products: serviced mortgage, conventional mortgage, consumer loan, credit card, lease, real estate, and investor servicing.
4. Knowledge of the following collections processes: bankruptcy, deceased, loss mitigation, repossession, remarketing, recovery, credit bureau disputes, chex systems, litigation and REO.
5. Must have experience or be able to gain proficiency in all programs and systems used for this job, including collections systems and skip-tracing.
6. Excellent verbal and written communication skills, problem solving skills, organizational skills, and the ability to work independently.
7. Must develop a thorough understanding of company policies and procedures as they relate to this position. Must comply with all company policies and procedures and all job-related state and federal laws and regulations.
8. Must have experience in servicing Fannie Mae and Freddie Mac Mortgage Loans. Including reporting and loss mitigation.

PRINCIPAL ACCOUNTABILITIES
1. Manages member solutions staff including hiring, training, and performance management.
2. Works with the AVP's and VP of Member Solutions to set departmental staff goals in the areas of production, quality, and expected business results.
3. Monitors, assesses, and evaluates the member solutions staff with the use of various system reports and key performance metrics, and ensures all legal and regulatory guidelines are followed.
4. Meets with Management on a regular basis to report on business results concerning delinquency, charge-off, recovery, foreclosures, foreclosure sales, repossessions, repossession sales, and loss mitigation efforts.
5. Articulates business policies and procedures with Senior Managers, examiners, and others as requested.
6. Represents the Credit Union in court proceedings that may occur. This may include testifying in court and/or providing information to our Attorney(s) as needed.
7. Performs other duties as assigned.

EO/AA Employer; including veterans and individuals with disabilities.