AVP, Member Solutions

This position reports to the Vice President of 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 Member Solutions team. Is responsible for the execution of strategic initiatives, which includes people development and operational effectiveness.

1. Bachelor's degree and a minimum of five years first party collections experience with a minimum of two years people management experience. Equivalent combination of education and experience will be considered.

2. Demonstrated ability leading a large number of associates in achieving maximum business results.

3. Experience working in, or managing in a call center environment that uses an auto-dialer.

4. Advanced knowledge of consumer lending products and the lifecycle of servicing those products in both a pre and post charge-off environment.

5. Must have experience or ability to gain proficiency in all programs and systems used for this job, including collections systems, and core platforms.

6. Excellent verbal and written communication skills, problem solving skills, organizational skills and the ability to work independently.

7. Must have the ability to use independent judgment and discretion in various situations while maintaining a high degree of confidentiality.

8. Must develop a thorough understanding of company policies and procedures as they relate to this position. Must comply with all job related state and federal laws and regulations.

1. Manages a team of manager(s) and their respective member solutions associates, to include hiring, training, and performance management.

2. Works with the Vice President of Member Solutions to set department strategic initiatives, and staff goals in the areas of production, quality, and expected business results.

3. Monitors, assesses, and evaluates the collection staff with the use of various system reports and key performance metrics.

4. Meets with Senior Management on a regular basis to report on business results concerning delinquency, charge-off, recovery, foreclosures, foreclosure sales, repossessions, repossession sales, loss mitigation efforts, trends, and strategies.

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.