TRUE Community Credit Union · 19 hours ago
Member Solutions Manager
Jackson,MI,US
Full-time
Onsite
Entry, Mid Level
$74K/yr - $87K/yr
2+ years expTRUE Community Credit Union is dedicated to putting people first, seeking a relationship-driven professional for the role of Member Solutions Manager. This position involves leading a team to assist members with financial challenges, improving collection strategies, and collaborating with various departments to achieve organizational goals.
BankingCreditFinancial ServicesMicro Lending
Responsibilities
Model and reinforce effective de-escalation techniques, helping the team prevent and navigate challenging member interactions with professionalism and creativity
Evaluate employee performance to ensure high-quality service, adherence to policies, alignment with organizational goals, and consistent demonstration of core values
Assist in developing and monitoring the department budget, ensuring personnel, equipment, and supply expenses remain within approved limits
Establish goals and service-level expectations, prioritize account strategies, and monitor daily and monthly collection and member-contact performance metrics
Review incentive programs to confirm they achieve desired outcomes and remain adaptable to evolving internal and external business needs
Oversee and execute collection efforts on mortgages, home equity loans, and higher-risk delinquent accounts
Guide employees in processing bankruptcies, loan modifications, garnishments, and debt-protection claims
Lead the legal progression of delinquent accounts by ensuring accurate documentation and coordination with legal partners
Manage charged-off account recovery strategies, including internal collections, vendor placements, and settlement workflows
Prepare departmental reports, evaluate service effectiveness, monitor workflow accuracy and timeliness, and present findings to the VP of Risk Management
Share insights with lending teams regarding trends or issues identified through the collection process
Collaborate with departments, leaders, and organizational pillars to support and advance strategic objectives
Qualification
Required
High School Diploma or GED
2–4 years of similar or related experience
Prior leadership or supervisory experience
Strong interpersonal, verbal, and written communication skills
Ability to lead teams and handle sensitive member interactions
Intermediate mathematical skills
Proficiency in Microsoft Word, Excel, email/IM, Teams, and Zoom
Ability to work efficiently across multiple systems and tools
Preferred
Associate's degree
Experience in a credit union or financial services environment
Benefits
Benchmark-setting medical benefits; dental and vision benefits
401k AND employer-funded defined contribution pension plan
Generous time off, paid holidays, and paid time for your birthday, inclusion time to celebrate cultural and religious holidays that matter most to you, and volunteer time to stay rooted in the work outside of work that refills your well
Annual bonus reward program
Company-paid short-term disability, long-term disability, and employee life insurance
Tuition reimbursement
Gym membership reimbursement
Company
TRUE Community Credit Union
True Community Credit Union provides savings account, real estate loans, debit cards, micro-lending, and digital banking services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Janet Thompson
Executive Vice President, Chief Integration Officer
Heather Colonius
Chief Member Experience Officer
Recent News
Crain's Detroit Business
2024-02-18
Credit Union Times
2023-12-26
JTV Jackson
2023-12-26
Company data provided by crunchbase