VP Financial Assistance & Loan Servicing

Redwood Credit Union • Napa, CA

7d

About The Position

Redwood Credit Union (RCU) is seeking a Vice President of Financial Assistance & Loan Servicing to strategically plan, direct, and monitor financial assistance and loan servicing activities. The role supports Members with post-funding loan needs across residential, consumer, commercial, and investor loan 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 team members who follow regulations and compliance requirements while treating Members with dignity and empathy. The role analyzes portfolio and Member data, feedback, performance, and economic conditions to make proactive recommendations.

As a member of RCU’s Leadership Team, the Vice President provides leadership and direction, communicates portfolio performance and operational trends to senior management, and represents RCU with partners, industry groups, and community organizations. The role is accountable for the strategy and performance of debt collection and loan servicing operations, including collections, repossessions, foreclosures, recoveries, remarketing, retention, DMV services, mortgage subservicing partners, indirect Guaranteed Asset Protection refunds, credit reporting, and related disputes. It also oversees audits, quality control, reporting, budgets, policy review, strategic planning, and annual business and budgeting processes for the departments.

The position requires substantial knowledge of lending operations, collections, loan servicing, and applicable laws and regulations, along with the ability to lead diverse operational teams, analyze risk and performance, plan and execute strategic objectives, and maintain effective relationships with internal and external stakeholders. 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. Travel is required 20% of the time. The stated base starting salary range is $193,318–$227,444 annually, commensurate with experience.

Requirements

• Ability to manage and develop multiple diverse operational units with competing demands and priorities.
• Highly proficient 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.
• Minimum of ten years of experience in lending operations and collections at a financial institution.
• Minimum of three years of progressive leadership experience.
• Ability to stand, bend, stoop, sit, walk, twist, and turn; lift up to 25 pounds; and use a computer keyboard and calculator.

Responsibilities

• Strategically plan, direct, and monitor financial assistance and loan servicing activities across RCU’s loan portfolios and DMV services.
• Direct strategies to serve delinquent Members while providing excellent Member experiences and minimizing loan-loss exposure through risk-based collection practices.
• Recruit, hire, develop, train, mentor, motivate, evaluate, and retain team members; manage performance, productivity, priorities, and accountability.
• Serve on the Leadership Team and provide leadership and direction for RCU; participate in leadership, all-team, strategic, and operational planning meetings.
• Communicate loan portfolio performance and trends, vendor service levels, collection operations, recoveries, productivity, service levels, procedures, policies, and strategies to senior management.
• Protect RCU’s financial interests through loan-loss mitigation and delinquency management for business, consumer, mortgage loans, and negative depository accounts.
• Ensure timely and accurate filing of UCCs, liens, and DMV title work.
• Set strategy and oversee collections, repossessions, foreclosures, recoveries, and remarketing in accordance with RCU policy, legal requirements, and NCUA guidelines.
• Set strategy and oversee loan servicing operations, including retention, DMV services, mortgage subservicing partners, indirect Guaranteed Asset Protection refunds, credit reporting, and related disputes.
• Identify problems, issues, and opportunities; assess alternatives; recommend strategic and tactical actions; and make decisions to reduce risk.
• Serve on or direct committees to support coordination and communication of policies, programs, and goals among lending services, other departments, and branches.
• Own relationships with assigned partners, including third-party agencies and partners such as Temenos and Dovenmuehle; participate in industry groups and advisory boards.
• Represent RCU at internal and external events, conferences, and community functions.
• Lead RCU’s loan servicing, financial assistance, collection, and loss-mitigation activities; ensure administration and compliance with applicable federal and state laws, servicing requirements, and bankruptcy codes and regulations.
• Provide exceptional service to external and internal Members and clients.
• Define priorities and key tasks, measure results, follow through on objectives, and ensure accountability and timely, quality completion of strategic objectives.
• Assess the competitiveness of programs, practices, and technology against comparable companies, industries, and markets while balancing RCU and Member needs.
• Listen and respond effectively to team members on lending-related issues; evaluate efficiency and monitor productivity with clear expectations, goals, inspection, and feedback.
• Delegate appropriate authorities, 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 credit-performance and risk analysis in collaboration with Lending partners across the loan lifecycle, including origination, servicing, credit risk, collections, and compliance.
• Review monthly loan activity and reports to maintain credit-quality standards and ensure problem loans are satisfactorily resolved.
• Establish measurement criteria, priorities, and resource assignments for key tasks and regularly follow through on results.
• Establish and monitor reporting systems to keep the Senior Leadership Team and Board of Directors informed of activities, risks, trends, and issues; prepare monthly status reports in a timely manner.
• Monitor, manage, and review departmental budgets.
• Assist in formulating plans and policies affecting RCU’s overall performance.
• Lead and develop annual business and budgeting processes for Financial Assistance and Loan Servicing in alignment 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, dental, and vision insurance, including mental health offerings.
• Employee performance incentive plan.
• Merit-based salary advancement based on performance.
• 401(k) program with employer match.
• Competitive paid time off accrual, 11 paid company holidays, and birthday off.
• Employee discounts on RCU collateral auto loans, recreational or boat loans, Visa and line-of-credit loans.
• Zero-interest employee loans for eligible immigration-related expenses, naturalization expenses, and garment, fitness, or home-office equipment.
• 100% financing for employee-purchased homes.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive