Member Solutions Manager

TRUE Community Credit Union • Jackson, MI

7d

About The Position

At TRUE Community Credit Union, we put people first - our members, our team, and our community. We're looking for a relationship-driven professional who thrives on helping businesses succeed. If you are passionate about delivering exceptional service and building strong partnerships, this role is for you. As a Member Solutions Manager You will lead and support a team dedicated to helping members navigate financial challenges with empathy and respect. You will design and manage strategies that improve collection effectiveness while protecting the Credit Union's assets, coaching your team in de‑escalation, problem‑solving, and delivering meaningful solutions. You will collaborate with leaders across the organization, monitor performance and compliance, and develop your team to achieve both individual and organizational goals.

Requirements

• High School Diploma or GED
• 2–4 years of similar or related experience
• Prior leadership or supervisory experience
• Strong interpersonal, verbal, and written communication skills
• Ability to lead teams and handle sensitive member interactions
• Intermediate mathematical skills
• Proficiency in Microsoft Word, Excel, email/IM, Teams, and Zoom
• Ability to work efficiently across multiple systems and tools

Nice To Haves

• Associate's degree
• Experience in a credit union or financial services environment

Responsibilities

• Model and reinforce effective de‑escalation techniques, helping the team prevent and navigate challenging member interactions with professionalism and creativity.
• Evaluate employee performance to ensure high‑quality service, adherence to policies, alignment with organizational goals, and consistent demonstration of core values.
• Assist in developing and monitoring the department budget, ensuring personnel, equipment, and supply expenses remain within approved limits.
• Establish goals and service‑level expectations, prioritize account strategies, and monitor daily and monthly collection and member‑contact performance metrics.
• Review incentive programs to confirm they achieve desired outcomes and remain adaptable to evolving internal and external business needs.
• Oversee and execute collection efforts on mortgages, home equity loans, and higher‑risk delinquent accounts.
• Guide employees in processing bankruptcies, loan modifications, garnishments, and debt‑protection claims.
• Lead the legal progression of delinquent accounts by ensuring accurate documentation and coordination with legal partners.
• Manage charged‑off account recovery strategies, including internal collections, vendor placements, and settlement workflows.
• Prepare departmental reports, evaluate service effectiveness, monitor workflow accuracy and timeliness, and present findings to the VP of Risk Management.
• Share insights with lending teams regarding trends or issues identified through the collection process.
• Collaborate with departments, leaders, and organizational pillars to support and advance strategic objectives.

Benefits

• Benchmark-setting medical benefits; dental and vision benefits
• 401k AND employer-funded defined contribution pension plan
• Generous time off, paid holidays, and paid time for your birthday, inclusion time to celebrate cultural and religious holidays that matter most to you, and volunteer time to stay rooted in the work outside of work that refills your well
• Annual bonus reward program
• Company-paid short-term disability, long-term disability, and employee life insurance
• Tuition reimbursement
• Gym membership reimbursement

What This Job Offers

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