Member Solutions Supervisor

Pay Range: $68,000-$83,300 Remote Eligible: Hybrid We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings. General Purpose of the Position Under the direction of the Member Solutions Manager, directs and coordinates daily activities of department personnel. Oversees collection personnel and collection of delinquent accounts. Serves as back up to the Member Solutions Manager. Counsel’s members whose difficult loan accounts (Consumer, Visa and Mortgage) are past due. Safeguards the assets of the credit union and arranges for liquidation of balances through payments, collection, loan modifications, workout loans, repossessions, bankruptcies, etc. Determines risk exposure to the credit union and keeps management informed. Is responsible for the guidance, training, coaching and direction of Member Solutions staff. Assists with reporting and compliance issues and administrative duties by performing the following essential duties. Representative must be knowledgeable in all areas of credit union operations. ESSENTIAL DUTIES AND RESPONSIBILITIES (including the following). May perform other duties as requested or assigned. Organizes collection workload according to days delinquent, risk and amount of delinquency and assigns accounts to employees for collection. Determines work procedures, prepares work schedules, and expedites collection workflow. Provides financial counseling to members in financial hardship, recommends workout loans, recommends repossession assignments or legal actions, and assists subordinates with collection activities on difficult or problematic accounts according to Collection Policy and Guidelines. Keeps management informed of critical issues and risk exposure. Audits delinquent accounts considered to be uncollectible to ensure maximum efforts have been taken before assigning bad debt status to account. Reviews collection reports to ascertain status of collections and balances outstanding and to evaluate effectiveness of current collection policies and procedures. Supervises and provides leadership to coordinate activities of staff and monitors staff progress, expectations and ensures that staff expectations are met regarding policies and procedures. Coaches appropriately to ensure optimal performance, holds staff meetings, recommends and documents changes to procedures and processes if needed. Resolves complaints, adjusts errors and answers questions and problems promptly. Provides excellent service by demonstrating courtesy and personal concern for members and co-workers' needs and follows-up to ensure those needs are met. Optimizes collections on accounts while balancing the goodwill of members with the overall business interests of the credit union. Oversees and monitors delinquent accounts that are assigned to collection agencies and/or attorneys for collection. Prepares and effectively submits required reports, attends meetings, assists in budget preparation and adherence, and recommends cost/time savings measures for the department. Carries out supervisory responsibilities in accordance with the credit union's policies and applicable laws . Responsibilities include : interviewing, hiring, training, coaching, employees; planning, assigning, and directing work; appraising performance of department personnel ; rewarding and disciplining employees; addressing complaints and resolving problems. Adheres to all Federal and State laws and regulations applicable to the credit union, including the Bank Secrecy Act, OFAC, FACT Act, and the US Bankruptcy Code, Fair Credit Reporting Act, and the Fair Debt Collection Practices Act. Responsible for compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Bank Secrecy Act (BSA) and the Anti Money Laundering Act, including monitoring for such illegal activity as it applies to this po…