AVP, Member Solutions

VyStar Credit Union•Jacksonville, FL

4d•Onsite

About The Position

The incumbent in this position is responsible for all facets and management of Member Solutions Teams. The AVP, Member Solutions is responsible for setting strategic direction, providing support to the department leadership team and professional staff for its achievement and assuring that goals are met consistent with VyStar’s Mission, Vision, and Values. Identifies and spearheads the implementation of cross-functional strategic initiatives designed to position the organization for growth, greater scalability, and increased efficiency related to reducing delinquency and losses. The AVP, Member Solutions directs the managers, supervisors, and teams in achievement of exceptional member service, operational quality, and achievement of organizational goals. Oversees the various call center environments, pre-charge-off collections, and loss prevention efforts. Leads the department with a demonstrated high-level knowledge of business management, mergers & acquisitions, collections technology, advanced analytics, AI learning, robotic technology, regulations, functional expertise, and employee engagement focus. The AVP, Member Solutions ensures adherence to collections policies and procedures in conjunction with state/federal laws and regulations pertaining to Consumer, Commercial & Mortgage product lines. Therefore, the incumbent will need a vast knowledge of the following regulations and agencies, Consumer Financial Protection Bureau (CFPB), Equal Credit Opportunity Act (ECOA), Truth in Lending Act, Real Estate Settlement Procedures Act (RESPA), Federal Housing Adminstration (FHA), Veteran’s Affairs (VA), Fannie Mae (FNMA), Telephone Consumer Protection Act (TCPA), Servicemembers Civil Relief Act (SCRA), Fair Credit Reporting Act (FCRA), Fair Debt Collections Practice Act (FDCPA), Unfair Deceptive Abusive Acts and Practices (UDAAP) and State/Federal Bankruptcy Laws. Incumbent must understand how Artificial Intelligence (AI), machine-learning, Advanced Data Analytics, and Robotics Process Automation (RPA) can maximize efficiency, service, and lead to optimal employee and member experiences. Such results will be essential in evaluating staff, mergers & acquisitions, adherence to KPI’s and determine training opportunities where applicable.

Requirements

A minimum of five years of management experience of which 3 years in a debt collections environment is required.
Computer literacy is required.
Advanced proficiency in Microsoft Office products such as Excel, Power Point and Word is required.
The successful candidate for this job should have the ability to interact effectively with members, employees, and management, to ensure smooth workflow and provide efficient and consistent results.
A congenial attitude in dealing with people, and well-developed verbal and written communication skills are a must.

Nice To Haves

Experience in collections, call center or customer service environment with a financial institution is preferred.
Experience with developing other leaders is preferred.
Ability to define problems, aggregate facts and draw valid conclusions.
Strong ability to assess, automate, and simplify with little direction.
Knowledgeable in collections systems and applied technology with the ability to learn new systems.
Strong knowledge of all laws and regulations associated with consumer rights and collections.
First Data Resources (FDR)/Fiserv experience, preferred.
Spanish -speaking skills are highly preferred.

Responsibilities

Serve as a thought partner with VP Member Solutions & Loss Mitigation and SVP Loan Administration to develop and design collections strategy that aligns to overall corporate plan and goals.
Administration and development of Artificial Intelligence (AI), machine-learning, Advanced Data Analytics, and Robotics Process Automation (RPA) to increase collectability while reducing losses in alignment with Annual Operating Plan (AOP) requirements.
Works in conjunction with the Risk Compliance & Decision Support Analyst & VP, Member Solutions for setting the annual delinquency, and charge-off forecast and budget based on desired AOP projections.
Implements plans, programs and work processes and procedures necessary to achieve desired results; coordinates and integrates functions within the department and across the Credit Union.
Assess department processes, procedures, and practices to identify areas of increased efficiency and/or effectiveness.
Proposes and implements solutions through advanced analytics/ robotic automation to address gaps and increase the overall effectiveness of the department and achievement of departmental goals.
Leads and oversees the Member Solutions Department to ensure that loan loss and delinquency goals meet or exceed strategic planning goals, while maintaining risk level tolerances.
Assist in the development of internal controls that prevent future errors to mitigate identified risks.
Maintain thorough knowledge of regulatory requirements and VyStar’s lending policies associated with Consumer, Commercial and Mortgage products.
Responsible for strategic implementation to improve technology and drive business results.
Identify and recommends solutions to issues the company will and is facing due to the expansion through M&A
Ensure compliance with applicable regulations including but not limited to CFPB, FCRA, FCCPA, FDCPA, BSA, TCPA, and other collections/debt recovery related regulations and requirements.
Provides leadership and works with staff to develop and retain highly competent, member service-oriented staff through training and day-to-day management practices that support the Credit Union’s mission and strategic goals: ensures that the mangers, supervisors, and team members are well informed, and the continuity of the function is ensured by trained back up personnel for each area of focus.
Will present to Department Leadership monthly, collections strategy, loss prevention efforts performance including any areas of opportunity identified.
Ensures accuracy and timeliness of all Policy Committee reporting.
Consistent coordination and communication with VP Member Solutions & Loss Mitigation, SVP Loan Administration, and Chief Lending Officer regarding credit quality issues.
Maintains current information regarding credit union policies, procedures, service products, or loans and deposits related regulations as well as system updates to perform duties properly.
This may include taking courses in VyStar Learning Center or attending training classes that are provided by the other departments.
Attends training sessions that are hosted by other departments, in addition to other training related to our service products, policy changes, or procedure changes.
Demonstrates an ongoing comprehensive working knowledge of regulations governing the collections industry.
Ensures operational compliance in all areas and quickly communicates and actions a plan with all concerned parties with respect to non-compliance issues.
Promotes the Credit Union by participating in community involvement and special events.
All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work.
To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates.
The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.
Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job: Focus - Focus your full attention by carefully listening to and observing client or member.
Connect - Consistently be friendly and approachable. Demonstrate your care.
Understand - Listen empathetically and ask questions (70%/30% rule).
Counsel - Recommend solutions based on your member’s needs and objectives.
Advance - Ensure that member’s expectations were exceeded. Verify necessary follow-up actions.