Member Care Admin - Mgr - Loss Mitigation and Payment Processing

Golden 1 Talent Acquisition Team•Sacramento, CA

9d•$113,500 - $120,000•Hybrid

About The Position

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values. You are a strategic and detail-oriented leader who transforms complex data and operational processes into accurate, actionable insights that guide executive decision-making and support the credit union's success. You empower teams to deliver exceptional reporting, operational support, and regulatory compliance while maintaining strong controls, performance standards, and service excellence. You thrive on balancing analytical expertise with people leadership, ensuring critical business information is reliable, timely, and aligned with organizational goals.

Requirements

Bachelor’s Degree in business, finance, or related field required
Equivalent job experience within a financial institution will also be considered
7+ years management experience in consumer loans, commercial loans, and default management with banks, savings and loans, credit unions or other finance companies, including detailed knowledge of the repossession and remarketing in California required.

Responsibilities

Lead and supervise the Data Solutions Analysts and the Supervisor of Member Care Support. Promote skill development, coach for improvement, inspire through actions, and ensure positive employee morale. Responsible for evaluations and disciplinary actions.
Oversee support functions for consumer and business loans, including processing payments, charge-offs, expulsions, bankruptcy payments, and other financial transactions. Ensure timely and accurate posting of all transactions.
Direct and oversee all areas within the Amnesty program, including creating and developing accurate reporting.
Manage and track all vendor invoices within the Member Care Department, ensuring timely payments and adherence to budget constraints.
Manage the processing of all notices required by state and federal law, ensuring compliance with credit union policy and timely, accurate delivery.
Set and monitor team performance goals, provide coaching and feedback, and implement strategies to improve efficiency and productivity.
Develop and maintain effective controls to ensure processes comply with regulatory guidelines and promptly address any deviations.
Oversee all correspondence within Member Care, ensuring accuracy and compliance with regulatory requirements. Conduct annual reviews and testing of all letters.
Collaborate with Member Care Managers to complete yearly Recovery Rate Forecasting.
Lead the Data Solution Analysts team to create reports assessing Member Care's effectiveness. Provide regular updates to Senior Leadership on key performance indicators and areas for improvement. Utilize data-driven insights to inform decisions and strategies. Automate reporting metrics and processes to enhance efficiency. Automate and digitize processes to streamline or eliminate labor-intensive tasks. Responsible for comprehensive board charge off, expulsion and reinstatement reports.
Act as a subject matter expert on the Debt Manager system, providing oversight, troubleshooting, reporting, and strategic decision-making.
Foster team building and camaraderie through events, regular meetings, and cross-functional collaboration. Implement feedback mechanisms to gauge satisfaction and identify improvement areas. Encourage one-on-one meetings for goal discussions and career development. Develop recognition programs and ensure effective communication channels for employee opinions and suggestions. Lead by example with active listening, empathy, and transparency.
Ensure department operations comply with policies, procedures, and regulatory guidelines. Update Data Solutions and Support Management Procedures annually to reflect new regulations and process changes. Clearly document all Data Solutions Analyst Reporting instructions.
Develop and deliver training programs for Data Solution Analysts and the Supervisor of Member Care Support. Stay updated on regulations and industry best practices, incorporating changes into training programs.
Identify, investigate, and respond to information requests from Senior Leadership, branches, and other internal departments.
Understand regulatory requirements and inherent risks, establish control activities to mitigate those risks in line with the Credit Union's risk appetite, and ensure operational integrity and compliance with applicable regulations.
Perform other duties as assigned.