Director, Member Solutions + Recovery

Everwise Credit Union•South Bend, IN

12d

About The Position

The Director, Member Solutions + Recovery organizes, plans, directs, and leads Everwise Credit Union’s consumer and residential mortgage collections, loss mitigation, and recovery processes. The role designs, improves, and manages operations for collections, legal recovery, foreclosure, repossession, and asset disposition, and assists with resolving difficult and complex member account situations. The Director aligns collection and recovery strategies with organizational objectives while promoting efficient procedures, consistent decisions, and compliance with Everwise policies and applicable regulatory and legislative guidelines. The Director leads the Member Solutions, Loss Mitigation and Recovery Services Department, including its daily operations and personnel. The role develops collection and loss mitigation strategies, oversees delinquent loan and overdrawn deposit account collections, manages legal recovery and asset disposition activities, and uses performance data to improve results. The Director also supports members experiencing financial challenges with empathy and respect, maintains relationships with members and stakeholders, and reports performance to the credit strategy committee and executive management.

Requirements

Bachelor’s degree in a related field or equivalent work experience.
At least 8 years of collections and recovery services experience.
At least 5 years in a leadership or management role.
Knowledge of compliance and regulatory matters pertaining to consumer collections, mortgage collections, and foreclosure processes.
Proven ability to develop and implement effective strategies to improve collection and recovery outcomes.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and collection management software.
Excellent leadership skills and ability to coach, mentor, and manage teams.
Thorough knowledge of consumer and real estate collections, servicing, foreclosure, bankruptcy procedures, secondary market, and legal requirements.
Understanding of bank and/or credit union retail/lending policies and default enforcement clauses.
Organizational ability to manage multiple projects and priorities.
Interpersonal skills to work with internal and external stakeholders.
Strong analytical skills, critical thinking, sound decision-making, and judgment.
High integrity and professionalism, with a commitment to member service.
Ability to analyze large datasets to identify trends, risks, and opportunities for improvement.
Ability to communicate efficiently, effectively, and concisely with members, peer leaders, executive management, and outside counsel.
Ability to read and evaluate regulatory and legislative language and understand its effects on collection policy and practices.

Nice To Haves

Master’s degree preferred.

Responsibilities

Lead, manage, and oversee the daily operations and personnel of the Member Solutions, Loss Mitigation and Recovery Services Department.
Coach, mentor, and develop personnel while fostering a positive and productive work environment.
Develop and implement strategies to improve the efficiency and effectiveness of collections and recovery processes.
Develop and implement loss mitigation strategies, including forbearance agreements and other solutions for members in financial distress.
Oversee collection of delinquent consumer and residential mortgage loan accounts and overdrawn deposit accounts.
Identify, implement, use, and manage collection and recovery tools, including software, vendor partnerships, and third-party data.
Evaluate and hire outside vendors to repair and market Everwise-owned foreclosure properties.
Manage legal recovery processes, bankruptcy proceedings, repossessions, foreclosures, and asset disposal.
Ensure collections and loss mitigation operations comply with secondary market servicing guidelines, investor requirements, and secondary market standards.
Ensure collection and recovery activities comply with federal, state, and local laws and regulations.
Develop and maintain policies and procedures to mitigate risk and protect the credit union’s assets.
Collaborate with internal and external legal counsel on complex recovery and collection issues.
Evaluate accounts and identify the optimum course of action for Everwise.
Monitor and analyze collection and recovery performance metrics, and prepare regular reports for the credit strategy committee and executive management.
Use data and analytics to identify trends, develop forecasts, and inform decisions that enhance collection and recovery efforts.
Ensure member interactions are conducted with empathy and respect, and provide members assistance and guidance through financial challenges.
Assume additional responsibilities as necessary for the continued growth and advancement of the Credit Union.