Member Solutions Manager

Community First Credit Union | Wisconsin • Neenah, WI

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About The Position

The Member Solutions Manager leads CFCU’s collections function, protecting the credit union’s assets while providing fair, respectful, and solutions-oriented service to members experiencing financial difficulty. The role provides leadership, direction, coaching, and oversight to Member Solutions Specialists and manages the resolution of seriously delinquent consumer and real estate accounts, including payment arrangements, workouts, legal action, repossession, foreclosure, and bankruptcy.

The position combines people leadership with deep collections expertise. It works closely with the VP of Member Solutions, teams across the credit union, and third-party providers and vendors to maintain compliance with federal and state regulations and protect members and the organization.

The manager leads and develops the team, monitors collection trends and results, and prepares management reports for the VP of Member Solutions. The role oversees seriously delinquent consumer loans, mortgages, credit cards, and other at-risk accounts; serves as an escalation point for complex, sensitive, or high-risk situations; and manages repossession and OREO activity through disposition and closing. It also maintains advanced knowledge of applicable collections laws and regulations and partners with debt management programs, debt settlement companies, providers, and legal resources to evaluate proposed arrangements.

Requirements

• High school diploma or equivalent required.
• Prior supervisory or management experience, including demonstrated responsibility for leading, coaching, and developing employees.
• Significant experience with complex collections involving bankruptcy, repossession, foreclosure, litigation, credit reporting, and/or troubled real estate accounts.
• Strong financial analysis and problem-solving skills, including the ability to evaluate alternatives and determine strategies that best protect CFCU’s assets.
• Excellent negotiation, conflict resolution, listening, verbal, and written communication skills.
• Ability to communicate professionally with members, attorneys, trustees, courts, vendors, real estate professionals, and other third parties.
• Strong organizational skills and exceptional attention to detail.

Nice To Haves

• Bachelor’s degree in business, finance, accounting, paralegal studies, or a related field preferred; equivalent combinations of education and experience will be considered.
• Five or more years of progressive experience in collections, lending, credit administration, financial services, bankruptcy, repossession, foreclosure, legal collections, or a related field preferred.
• Credit union, community banking, or other financial institution experience strongly preferred.

Responsibilities

• Lead, manage, coach, and develop the Collections/Member Solutions Specialist team to achieve departmental goals and foster a collaborative, professional, and member-focused culture.
• Monitor collection trends, identify emerging risks and opportunities, and prepare and communicate management reports on trends, risks, and results to the VP of Member Solutions.
• Oversee collection activity for seriously delinquent consumer loans, mortgages, credit cards, and other at-risk accounts, determining next steps such as payment arrangements, workouts, legal action, or charge-off.
• Serve as a resource for complex, sensitive, or high-risk collection situations, including mortgages, and escalate significant credit, legal, or compliance risks to leadership.
• Manage all phases of repossession and OREO properties, from authorization and recovery through disposition, remarketing, and final closing.
• Maintain advanced knowledge of federal and Wisconsin collections laws and regulations and ensure departmental practices comply with the Fair Debt Collection Practices Act, Fair Credit Reporting Act, and other applicable requirements.
• Work with debt management programs, debt settlement companies, third-party providers, and legal resources to evaluate and recommend proposed arrangements.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED