Manager, Member Solutions (Collections / Recovery)

Job Description

Job Description

Position Description:

The primary purpose of this position is to translate strategy in to execution in our Member Solutions team, ensuring consistent performance, operational discipline and ensuring expected results.

Essential Functions:

• Lead, Manage, and Promote Accountability

• Guide, inspire, and align your team with Nutmeg’s vision by setting a clear direction, aligning resources, and fostering a culture of accountability and trust.
• Organize people (Right People, Right Seats), process, and resources to achieve measurable results. Track performance, facilitate team meetings, and address issues promptly to maintain traction towards goals.
• Own and deliver on roles, responsibilities, and measurable outcomes that support Nutmeg’s vision. Provide clarity and coaching to address performance issues timely. Employ data-driven standards whenever possible. Foster a culture where teammates take ownership of their contributions, report progress, and resolve issues collaboratively.

• Drive Portfolio Performance

• Monitor delinquency trends, roll rates, and cure rates across all product types.
• Drive results through targeted strategies by stage of delinquency and risk profile.
• Ensure appropriate use of member solutions such as payment plans, modifications, and workouts.
• Identify underperformance and implement action plans to improve outcomes.
• Balance member experience with risk mitigation and loss prevention.

• Operational Execution & Workflow Management

• Oversee workflow between collections and recovery functions to ensure clear separation of duties
• Ensure timely movement of accounts through delinquency stages, including repo, foreclosure, and charge-off pipelines
• Work Collection queue and manage workload distribution across team members to optimize efficiency and coverage
• Identify and resolve process bottlenecks impacting performance or member experience
• Ensure consistency in execution of departmental procedures and expectations

• Compliance & Risk Oversight

• Ensure team adherence to all applicable federal and state regulations and internal policies
• Monitor quality of member interactions, documentation, and account handling
• Oversee proper handling of high-risk account types including bankruptcy, SCRA, repossession, and deceased members.
• Escalate and address compliance risks in partnership with ERM colleagues and leadership.

• Team Development & Coaching

• Coach team members on effective member communication and resolution strategies
• Develop team capability in handling complex and sensitive member situations
• Support cross-training across collections and recovery functions to build depth
• Identify high-potential employees and support growth and succession planning.
• Reinforce consistency in service delivery and alignment with department expectations.

Responsibilities listed reflect general responsibilities of this position and are not to be construed as an exhaustive list of all duties. Other duties may be performed as needed.

Qualifications:

Experience, Education & Credentials:

• College degree in related field preferred, a high school diploma (or equivalent) is required
• Must have a minimum of six years in collections, sales, or a related financial service role, with at least four of those years being in a leadership capacity.
• Preference to candidates with experience working in a multi-state or federally regulated credit-union environment.
• Must have demonstrated experience in managing portfolios and working with complex account types.
• Should have experience with process optimization.

Knowledge, Skills & Abilities:

• Strong understanding in collections lifecycle management.
• Working knowledge of federal consumer regulations including: FDCPA, FCRA, TILA, RESPA, TCPA, UDAAP, SCRA
• Ability to analyze portfolio performance.
• Strong decision making skills.
• Ability to manage remote teams
• Ability to lead and hold teams accountable
• Technically savvy

Competencies :

• Communication – the ability to communicate clearly, effectively, and empathetically.
• Emotional Intelligence – understands and manages their emotions and is attuned to the emotions of others.
• Integrity and Ethics – must act with integrity, honesty, and ethical behavior.
• Decision Making – should be able to make informed and timely decisions based on information, analysis, and critical thinking.
• Adaptability – must be adaptable to navigate through uncertainty and complexity.
• Strategic Thinking – ability to think strategically, envisioning the long-term direction for their team or organization.
• Conflict Resolution – should be skilled in handling conflicts and differences of opinion within their teams or organization.
• Team Building – understand team dynamics, leverage individual strengths, and create a positive team culture.
• Results Orientation – should be focused on achieving results and driving performance.
• Accountability – take responsibility for their actions and outcomes.
• Continuous Learning – committed to their own development and the growth of their team.

Physical Demands:

• Must be able to lift up to 10 pounds.
• Requires standing and/or sitting for an extended period of time.

Mental & Emotional Requirements:

• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be capable of dealing calmly and professionally with numerous personalities and diverse perspectives both within and outside of the organization.
• Must be able to perform responsibilities with composure under the stress of deadlines and requirements for quality and timeliness.

• Must be capable of exercising high levels of discretion on both internal and external confidential matters