Director, Member Solutions + Recovery

Everwise Credit Union•South Bend, IN

11d

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, while assisting with difficult and complex member account situations. The Director aligns collection and recovery strategy with organizational objectives, promotes efficient procedures and consistent decisions, and ensures compliance with Everwise policies and applicable regulatory and legislative guidelines. The position leads the Member Solutions, Loss Mitigation and Recovery Services Department, develops staff, and manages department operations. It oversees delinquent consumer and residential mortgage loans and overdrawn deposit accounts, develops loss mitigation strategies, manages vendors and recovery tools, and oversees legal recovery, bankruptcy, repossession, foreclosure, and asset-disposal processes. The Director also monitors performance, uses data and analytics to guide decisions, prepares reports for committee and executive management, and maintains a member-focused approach when helping members navigate financial challenges.

Requirements

Bachelor’s degree in a related field or equivalent work experience.
8+ years of collections and recovery services experience.
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, decision-making abilities, and sound judgment.
High level of integrity, professionalism, and commitment to member service.
Proficiency in analyzing 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, 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 experiencing 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 compliance with secondary market servicing guidelines, investor requirements, and secondary market standards across collections and loss mitigation operations.
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 improve collection and recovery efforts.
Maintain a member-focused approach and ensure interactions are conducted with empathy and respect.
Develop and maintain strong member relationships, providing assistance and guidance to help members navigate financial challenges.
Assume additional responsibilities as necessary for the continued growth and advancement of the Credit Union.