Member Assistance Outreach Manager

ICCU•Chubbuck, ID

About The Position

Manages member outreach consisting of outbound calls, emails, text messages, or chats as received from members. Monitors and updates policies and procedures during process changes, regulation changes and incorporates new policies for real estate, consumer and deposit collections. Designs and implements employee incentive programs to motivate the outreach team. Understands, coaches and ensures compliance with laws and regulations including Fair Debt Collection Practices, GLBA, and NCUA are maintained. Creates and maintains a professional work environment geared towards performance and production. Supports and leads the team towards success. Duties and Responsibilities Monitors system controls for collection of past due loans, mortgages, credit cards, and overdrawn share accounts. Manages collection-related vendors and conducts performance and compliance audits. Manages and monitors performance of collection supervisors and their teams. Creates and manages certification for advanced specialty processes within Member Assistance. Oversees activities related to foreclosure prevention and foreclosure of ICCU and investor loans, ensuring compliance with investor guidelines and applicable laws. Promotes a positive and professional environment based on Idaho Central Credit Union’s core values. Reviews and approves recommendations for loss mitigation and advanced collection action. Reviews and approves charge-offs. Onboards, mentors, and trains new and existing team members to ensure consistent performance and professional growth. Provides ongoing feedback, coaching, and support to direct reports and team members, fostering a culture of continuous improvement and alignment with ICCU’s core values. Leads regular team meetings and one-on-one sessions to review goals, address challenges, and celebrate achievements. Responsible for assisting with, supporting, completing, and coaching duties and responsibilities of Member Assistance Officers. Analyzes delinquency reports and works loss/deficiency accounts. Corresponds with attorneys, collection agencies, courts, recovery agents, and law enforcement for lawsuits or criminal action. Manages and supports bankruptcies, foreclosures, fraud, probate claims, repossessions, etc. Analyze delinquency reports and work loss/deficiency accounts. Correspond with Attorneys, Collection Agencies, State and Federal Courts, Recovery Agents and Law Enforcement Agencies for the purpose of lawsuits or criminal action. Manages, and supports Bankruptcies, Foreclosures, Fraud, Probate Claims, Repossessions, etc.

Requirements

Bachelor's Degree in Business or related field required.
3 years’ management experience required with 2-3 years of experience in loss mitigation or risk management preferred.
Excellent communication and interviewing skills.
Proficient on computer, typing and input.
Ability to maintain the confidentiality of Credit Union and member records at all times.
Basic business math and English skills.
Proficient in fundamentals of collection, phone etiquette, letter writing, and credit report analysis, basic personal finance skills including, budgeting, risk analysis and loan to value calculations.
Must be goal focused, self-motivated and have good management/interpersonal skills.

Nice To Haves

2-3 years of experience in loss mitigation or risk management preferred.

Responsibilities

Manages member outreach consisting of outbound calls, emails, text messages, or chats as received from members.
Monitors and updates policies and procedures during process changes, regulation changes and incorporates new policies for real estate, consumer and deposit collections.
Designs and implements employee incentive programs to motivate the outreach team.
Understands, coaches and ensures compliance with laws and regulations including Fair Debt Collection Practices, GLBA, and NCUA are maintained.
Creates and maintains a professional work environment geared towards performance and production.
Supports and leads the team towards success.
Monitors system controls for collection of past due loans, mortgages, credit cards, and overdrawn share accounts.
Manages collection-related vendors and conducts performance and compliance audits.
Manages and monitors performance of collection supervisors and their teams.
Creates and manages certification for advanced specialty processes within Member Assistance.
Oversees activities related to foreclosure prevention and foreclosure of ICCU and investor loans, ensuring compliance with investor guidelines and applicable laws.
Promotes a positive and professional environment based on Idaho Central Credit Union’s core values.
Reviews and approves recommendations for loss mitigation and advanced collection action.
Reviews and approves charge-offs.
Onboards, mentors, and trains new and existing team members to ensure consistent performance and professional growth.
Provides ongoing feedback, coaching, and support to direct reports and team members, fostering a culture of continuous improvement and alignment with ICCU’s core values.
Leads regular team meetings and one-on-one sessions to review goals, address challenges, and celebrate achievements.
Responsible for assisting with, supporting, completing, and coaching duties and responsibilities of Member Assistance Officers.
Analyzes delinquency reports and works loss/deficiency accounts.
Corresponds with attorneys, collection agencies, courts, recovery agents, and law enforcement for lawsuits or criminal action.
Manages and supports bankruptcies, foreclosures, fraud, probate claims, repossessions, etc.
Analyze delinquency reports and work loss/deficiency accounts.
Correspond with Attorneys, Collection Agencies, State and Federal Courts, Recovery Agents and Law Enforcement Agencies for the purpose of lawsuits or criminal action.
Manages, and supports Bankruptcies, Foreclosures, Fraud, Probate Claims, Repossessions, etc.