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Golden 1 Credit Union · 2 months ago

Member Care Admin - VP - Member Care and Credit Bureau Reporting Oversight

8945 Cal Center Dr, Sacramento, CA 95826, USA

Full-time

Hybrid

Senior Level, Lead/Staff

$194K/yr - $245K/yr

10+ years exp

Golden 1 Credit Union is seeking a Vice President for Member Care and Credit Bureau Reporting Oversight. This role is responsible for overseeing all aspects of collections, including loss mitigation, credit bureau reporting, and managing a large team to ensure compliance and enhance member service during financial distress.

BankingFinanceFinancial Services

Responsibilities

Oversight of the entire department with up to 200 FTEs

Define and build buy-in for the business unit's strategic vision; implement solutions that deliver the strategy, including financial plan

Lead changes necessary to support firm growth strategy while ensuring Golden level member service and creating a scalable operation within current cost structure

Collaborate with senior management, peers, and partners across the credit union on enterprise and departmental initiatives to accomplish strategic goals and remain within low-mod risk appetite

Leverage data and analytics to solve problems and articulate operational strengths, weaknesses, and ongoing performance

Implement and publish KPIs, KRIs, OKRs with appropriate targets and thresholds (RYG) across people, process, technology, risk, and strategy

Oversee business unit planning, risk, governance, quality, reporting, project management, monitoring, and finance

Stay current on collections, member service delivery and technology trends across operations

Improve Performance Across People, Process, and Technology Through Four Key Objectives: Elevate to a High-Performing Team: Manage, develop, coach, and hold talent accountable. Own the Risk: Manage the risk of the end-to-end process within the mandate. Execute Flawless and Efficient Processes: Lead the process owners and managers within the operation. Cultivate Peer Relationships: Foster relationships internally and externally

Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations

Lead Member Care and credit bureau reporting teams consistent with state and federal compliance standards and Golden 1 policies and procedures

Monitor delinquency and charge off trends for all products and lead teams to develop effective collection strategies for all functional areas: collections, loss mitigation, third party collection agencies, bankruptcy, litigation, repossessions, foreclosures, loss mitigation and REO management

Understand Golden 1’s credit culture, underwriting, related lending policies, risk profile, portfolio and product concentration risks, including geographic, and industry, to understand delinquency and charge off trends

Develop effective multi-channel collections strategies that utilize autodialer, phone, text, email and outbound voice response unit. Develop ways to measure results

Ensure proper oversight and compliance for all vendors related to the collection process (PAR, collection agencies, attorneys etc.)

Foster a positive and engaging work environment for each team member by promoting skill development, coaching, inspiring others through your words and actions, ensuring positive employee morale throughout the credit union, and embracing our mission. Develop action plans, and activities to help improve employee satisfaction to target levels

Direct the preparation of all collections of summary reports for Senior Management and the monthly Board Meeting. Responsible for the accuracy and timely delivery of all reporting owned by the Member Care and Loan Servicing department

Qualification

Collections managementLoss mitigationCredit bureau reportingFinancial accountingAnalytical skillsProject managementLeadership skillsResource managementMicrosoft OfficeVerbal communicationWritten communication

Required

Bachelor's degree or strong subject matter experience with excellent people leadership skills

Minimum ten years of progressively responsible management or supervisory experience within a financial institution overseeing collections, loss mitigation and/or servicing for auto, unsecured and real estate secured products, including a minimum five years as a manager

Conversant with collection rules, regulations, and procedures

Excellent analytical and problem-solving abilities

Excellent verbal and written communications skills

Strong leadership, project and resource management, and Member Relationship skills

Experience with managing large groups

Sound knowledge of the methods and principles of business administration

Experience with financial accounting and departmental budgets

Ability to lead and manage multiple tasks concurrently and self-prioritize workload to meet deadlines as an individual and leader

Advanced knowledge of Microsoft Office programs such as Word, Excel, PowerPoint, and Outlook