Member Credit Solutions Manager (Collections)

Member Credit Solutions Manager (Collections) - Charlottesville, VA

At UVA Community Credit Union, we are dedicated to making a meaningful difference in the lives of our members and the communities we serve. Our mission, working together to strengthen the financial wellness of our members and local communities, guides everything we do. We foster an environment where every team member plays a vital role in building the financial wellness of those we serve. Our core values are Integrity, Service Excellence, Collaboration, and Gratitude. These values shape how we support our members, interact with one another, and drive the success of our shared purpose. If you're passionate about making a positive impact and want to be part of a purpose-driven organization, we invite you to explore a career with us.

The Member Credit Solutions Manager will ensure that we are incorporating and maintaining best in class practices in order to achieve the Credit Union's mission of assisting our members in strengthening their financial wellness. Additionally, the Member Credit Solutions Manager helps preserve credit union assets through the mitigation control of delinquent accounts (secured and unsecured), collecting and managing delinquent loan payments, negative share deposits, counseling with members, and/or recovering collateral or funds. The overall activity in the role is to support the reduction in the credit union's products and services delinquency and loan losses, improving financial recoveries through negotiation and collection activity best practices, while approaching these interactions with a mission-centric approach.

The candidate should bring experience in key collections disciplines, including bankruptcy, charge-off management, auto repossession processes, real estate and mortgage collections, and loss mitigation. A working understanding of the legal system as it relates to collections is preferred.

We are looking for someone who values member education and understands the importance of addressing the root cause of financial hardship, not simply the immediate issue. The right person will lead with integrity, value teamwork and collaboration, and be comfortable making sound, timely decisions in the best interest of both the member and the credit union.

This person should also be able to lead effectively through change, adapt well in a changing environment, and be comfortable using technology to support the work, though deep technical expertise is not required.

The ideal candidate will have prior credit union experience and a strong understanding of a member-focused collections philosophy. This role requires an individual who recognizes that financial wellness is central to the collections process and who can approach member delinquency with a mindset of education, support, and long-term resolution rather than a traditional collections-only approach.

A successful candidate will:

• Demonstrate a strong commitment to financial wellness and member-centered problem solving
• Understand the importance of addressing the root cause of a member's financial challenges, not just the immediate delinquency
• Operate with a high degree of integrity, sound judgment, and professionalism
• Value teamwork, collaboration, and partnership across departments
• Be comfortable making critical decisions in the best interest of both the member and the credit union
• Lead effectively through change and support teams during periods of transition
• Be comfortable using technology and systems to support operational effectiveness, while not requiring deep technical expertise

Duties and Responsibilities:

• Oversee day to day operations of the Member Credit Solutions team, providing coaching and a focus on development, ensuring the team has the needed support to carry out the mission of the Credit Union.
• Promote the financial education and financial wellness of our members throughout the collections process
• Contact Credit Union members who have delinquent accounts by phone and mail and take appropriate action to bring the account current. Ideally this involves collaboration with the member to help bring them current and avoid further collections activities for the wellbeing of both the member and the Credit Union. This position will serve as a level of escalation for the rest of the team.
• Analyze the financial situation of delinquent borrowers and, when other attempts to bring the loan current are unsuccessful, assist the Credit Union with preparing for foreclosure, repossession, or other activities.
• Assist where needed with the Credit Union's arrangements for collateral repossession, redemption, consignment, and liquidation, and the charge off of loans.
• Represent the Credit Union as needed at legal proceedings.

Requirements:

• Four to six years of collections and supervisory experience in a similar or related position is required
• Previous experience working within a call-center environment, working with 1st and 2nd residential mortgage loans, and handing E-Oscar disputes is preferred
• Experience promoting and supporting the financial wellness and financial education of members
• Previous experience in bankruptcy administration and case management, charge-off management and recovery strategies, the auto repossession process, real estate and mortgage collections, and loss mitigation practices.
• A strong working knowledge of the legal and regulatory environment related to collections is preferred.
• High School Diploma or GED required, an associate's degree is preferred
• Excellent oral and written communication skills, including the ability to influence and/or sell ideas or services to others
• Strong critical thinking and analytical skills
• Thrives in and maintains composure in a fast-paced environment

We offer an attractive suite of benefits to employees who work an average of 20 hours per week or more, including: Health, Dental, Vision, up to a 7% employer 401(k) contribution after the first year of employment. Employees are eligible for Life Insurance, Long-Term Disability, Health & Wellness Spending Account, Tuition Reimbursement, and Employee Loan Discounts. Employees accrue Paid Time Off starting with 18 days accrual at full time annually, and 13 company paid holidays. Employees are also eligible for Family Forming Leave, and Volunteer Time Off.

Equal Employment Opportunity has been, and will continue to be, a fundamental principle at the University of Virginia Community Credit Union, where employment is based upon personal capabilities and qualifications without regard to race, color, gender, gender identity, religion, sexual orientation, pregnancy, childbirth, or a medical condition related to pregnancy or childbirth, national origin, citizenship, disability, age, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.