VP Financial Assistance & Loan Servicing

Redwood Credit Union•Napa, CA

7d•$193,318 - $227,444

About The Position

Redwood Credit Union (RCU) is seeking a Vice President of Financial Assistance & Loan Servicing to strategically plan, direct, and monitor its financial assistance and loan servicing activities. The role oversees post-funding loan services across residential, consumer, commercial, and investor portfolios, as well as DMV services. It directs strategies for serving delinquent Members, delivering excellent Member experiences, and minimizing loan-loss exposure through risk-based collection practices. The Vice President recruits, develops, and retains teams that comply with regulations while treating Members with dignity and empathy, and uses portfolio data, Member and team feedback, performance trends, and economic factors to develop analyses and recommendations. As a member of RCU’s Leadership Team, the Vice President leads loan servicing, collections, loss mitigation, recoveries, repossessions, foreclosures, and remarketing. The role protects RCU’s financial interests and reputation, oversees vendor and subservicing relationships, ensures compliance with applicable laws and regulations, and reports portfolio performance, risks, trends, and issues to senior leaders and the Board. It also oversees audits, quality control, budgets, staffing, annual planning, and operational efficiency. The ideal candidate has education and experience equivalent to a bachelor’s degree in business administration, finance, or a closely related field; at least ten years of lending operations and collections experience at a financial institution; and at least three years of progressive leadership experience. The position requires the ability to travel 20% of the time. The stated base salary starting range is $193,318–$227,444 annually, commensurate with experience. RCU describes a competitive total rewards package and lists medical, dental, vision, mental health offerings, an employee performance incentive plan, merit increases, a 401(k) with employer match, paid time off, paid holidays, a birthday off, and employee loan discounts and programs.

Requirements

Ability to manage and develop multiple diverse operational units with competing demands and priorities.
High proficiency in loan collections, loan servicing, and liquidation/work-out.
Thorough knowledge of financial institution lending and collection methods, practices, and services.
Thorough knowledge of loan servicing across all loan portfolios.
Thorough knowledge of modern management techniques and practices.
Current knowledge of laws, rules, and regulations relating to debt collections, bankruptcy, foreclosure, and loan servicing.
Knowledge of asset, liability, and credit dynamics in a lending environment.
Strong negotiation, persuasion, and public speaking skills.
Skill operating a personal computer and word-processing, spreadsheet, and presentation software, and using Intra/Internet access.
Strong analytical and critical-thinking skills.
Ability to use data to analyze problems and opportunities, evaluate alternatives, and develop effective approaches.
Ability to plan, implement, and evaluate achievement of strategic and business-plan goals, objectives, and work plans.
Ability to lead, motivate, and supervise team members.
Effective verbal and written communication skills.
Ability to establish and maintain effective working relationships with Board members, regulators, team members, attorneys, vendors, partners, and other parties.
Ability to travel 20% of the time.
Education and experience equivalent to a bachelor’s degree in business administration, finance, or a closely related field.
At least 10 years of lending operations and collections experience at a financial institution.
At least 3 years of progressive leadership experience.

Responsibilities

Review resource utilization and build and maintain a high-performing team through management, mentoring, training, guidance, and support.
Serve on the Leadership Team and provide leadership and direction for RCU.
Communicate with senior management about loan portfolio performance and trends, vendor service levels, collection operations, recoveries, productivity, service levels, procedures, policies, and strategies.
Protect RCU’s financial interests through loan-loss mitigation and delinquency management for business, consumer, mortgage, and negative depository accounts; ensure timely and accurate UCC, lien, and DMV title filings.
Direct the strategy and performance of debt collection operations, including collections, repossession, foreclosure, recovery, and remarketing, in accordance with RCU policies, legal requirements, and NCUA guidelines.
Direct loan servicing strategy and operations, including retention, DMV services, mortgage subservicing partners, the indirect Guaranteed Asset Protection refund process, credit reporting, and related disputes.
Identify problems, issues, and opportunities; evaluate alternatives; develop and recommend strategic and tactical approaches; and make decisions to reduce risk.
Participate in Leadership Team and All Team meetings, planning sessions, committees, industry groups, conferences, and community events, representing RCU as appropriate.
Own relationships with assigned partners, including third-party agencies and service providers such as Temenos and Dovenmuehle.
Recruit, select, train, motivate, coach, mentor, and evaluate reporting staff.
Lead RCU’s loan servicing, financial assistance, and collection and loss-mitigation activities.
Ensure knowledge, compliance, and administration of federal and state laws relating to loan servicing, collections, and bankruptcy.
Provide exceptional service to external and internal Members and clients.
Set priorities, assign tasks and resources, measure results, and follow through to ensure timely completion and accountability for strategic objectives.
Assess the competitiveness of programs, practices, and technology against comparable organizations and markets while balancing RCU and Member needs.
Maintain credibility throughout RCU by listening and resolving team members’ lending-related issues; evaluate efficiency and productivity through clear expectations, goals, inspection, and feedback.
Delegate appropriate authority, including annual review of the Financial Assistance Policy with the Board.
Oversee audits and quality-control reviews to ensure timely completion and sustainable, inspected processes.
Provide quantitative and qualitative analysis of credit performance and risk with Lending partners across the loan lifecycle, including origination, servicing, credit risk, collections, and compliance.
Review monthly loan activity and reports, maintain credit-quality standards, and ensure problem loans are satisfactorily resolved.
Establish reporting systems to inform the Senior Leadership Team and Board of relevant activities, risks, trends, and issues, including preparing monthly status reports.
Monitor and manage department budgets.
Help formulate plans and policies affecting RCU’s overall performance.
Lead annual business planning and budgeting for Financial Assistance and Loan Servicing, integrating the work with RCU’s long-term goals and objectives.
Develop and implement processes and procedures to support efficiency and appropriate staffing in the Financial Assistance and Loan Servicing departments.
Volunteer time and capital in community nonprofit groups, provide general training to RCU team members outside the Financial Assistance team, and participate in community events, volunteer boards, and associations.

Benefits

Competitive medical insurance
Dental insurance
Vision insurance
Mental health offerings
Employee performance incentive plan
Merit-based salary advancement
401(k) program with employer match
Competitive PTO accrual
11 paid company holidays
Birthday off
Discounts on RCU collateral auto loans, recreational or boat loans, Visa loans, and lines of credit
Zero-interest employee loans for immigration-related expenses, naturalization expenses, and garment, fitness, or home-office equipment
100% financing for employee-purchased homes