Job Description

SUMMARY:  Travis Credit Union’s (TCU) Member Solutions Management is responsible for leading and directing payment recovery activities and mitigating losses across the consumer loan, mortgage loan, and credit card portfolios with the overarching goal of retaining positive member relationships. The management team ensures that the credit union is in compliance with all applicable federal and state laws, and investor and regulatory guidelines. This team engages with both internal and external members, along with Travis Credit Union (TCU) leadership to provide support for the organization’s mission.    

PROFILE:

• Oversees and directs the daily operation of the department, while fostering collaboration and developing plans to consistently add value to the organization.
• Is responsible for department organizational planning, along with operational design and implementation for all aspects of Collections and Loss Mitigation.
• Fosters a positive and engaging work environment through management use of TCU’s Talent Management tools to foster and develop employees, such as performance reviews, rewards and recognition, performance plan development, behavioral trend analyses, root cause assessments and career path planning.
• Develops Early-to-Late-Stage department performance analyses and reporting methodologies.
• Owns process improvement and implementation strategies, along with cost efficiencies and ROI analyses on proposed quality improvements.
• Maintains current and strategic regulatory knowledge ensuring departmental compliance and employee development. Regulatory coverage is State, Federal, Industry, Investor, and TCU Internal requirements.
• Reviews and uses independent discretion, within granted authority, to approve repossession requests, collateral inspection and preservation actions, settlement proposals, and reasonable actions and costs associated with the standard aspects of processing defaults or foreclosures.
• Conducts onsite reviews of credit agencies to ensure appropriate practices and lawful procedures are being followed.
• Monitors daily activity and performance of outsourced collections partners.
• Researches and responds to member issues, complaints and escalated calls.
• Acts within assigned authority to grant exceptions and/or waive fees, and approve operational expenses as appropriate.
• Establishes individual Member Solution staff productivity goals and conducts quality call reviews providing appropriate feedback and coaching to develop staff and improve performance.
• Oversees internal reporting, including regulatory, quality assurance, productivity and accounting.

SKILLS:

• Ability to provide leadership, support, motivation and professional development to department staff.
• Demonstrated ability in project management, process efficiency, systems management and excellent employee relations.
• Comprehensive knowledge of Fair Debt Collections Practices Act and advanced collection techniques for all types of loans, including but not limited to initiation of small claims/legal action.
• Ability to facilitate consensus and develop positive working relationships throughout the organization.
• Ability to work in a fast-paced, team-oriented environment and complete assigned tasks within allotted timeframes.
• Strong analytical skills required to proactively research and resolve problems.
• Ability to self-direct and use independent judgment to make decisions.
• Ability to know when to escalate issues to senior management.
• Strong professional verbal and written communication skills.

Understands the requirements of the Bank Secrecy Act and ensures compliance through monitoring and reporting of member activity as appropriate. REPORTING AND EXPERIENCE:

• Reports directly to the VP, Consumer Lending.
• Direct supervisory responsibilities for the Assistant Manager, Member Solutions.
• Overall supervisory responsibilities for all department staff.
• Bachelor’s degree or equivalent professional experience.
• Minimum of 4 years collection and loss mitigation experience.
• Minimum of 4 years in a leadership role.

Company Description

Why TCU? We recently made Forbes Top 10 CU list in CA and have been named the Air Force Credit Union of the Year. Why else? We are an EMPLOYER OF CHOICE! We have AWESOME employees! We believe in promoting from within whenever possible and developing our staff. We are passionate about helping people and believe in our mission, "We are dedicated to building lifelong relationships with our members to help them achieve their financial goals." It's quite simple. Travis Credit Union is a great place to work! Headquartered in Vacaville, California, Travis Credit Union is a not-for-profit, cooperative financial institution serving those who live or work in Solano, Yolo, Sacramento, Placer, San Joaquin, Stanislaus, Napa, Contra Costa, Alameda, Sonoma, Colusa, and Merced Counties. Currently, Travis Credit Union is the 13th largest credit union in California, with over 200,000 members and over 3 billion in assets. TCU members can access their accounts at 24 convenient branch locations, at 35,000 free CO-OP Network® ATMs, through secure, easy-to-use Online Banking, our mobile app for Apple® iPhone® or by telephone using our Call-24 Phone Banking. As one of the leading financial institutions in Solano, Contra Costa, Yolo, Napa, and Merced Counties, Travis Credit Union's strength lies in its faithful commitment to its members; its solid, secure history; and its long-standing track record of dedicated service. BENEFITS We offer medical, dental, vision, life insurance, FSA, vacation/sick/holiday pay, matching 401(k) with 100% vested immediately, educational assistance and annual bonus for all regular full-time employees. Plus a few fun perks like our gym, ping pong table, and a rest and relaxation room that are available at Corporate Headquarters. To view a more detailed job description, learn more about TCU and apply, visit: https://jobs.jobvite.com/travis-credit-union TCU is a drug-free workplace. Pre-employment screening is required. Visit www.traviscu.org for a full list of our current openings EOE/Individual with Disability/Veteran Status