VP Member Solutions

Heritage Family Credit Union • Rutland, VT

13h • Hybrid

About The Position

What We're Looking For: An experienced people-focused leader with a strong background in collections, risk management, and regulatory compliance. A clear communicator who can navigate sensitive situations with professionalism, discretion, and sound judgment. A strategic thinker who excels at coaching teams, improving processes, and using data to guide decisions. What You'll be doing: Leading the credit union’s collections and member solutions strategy with a balanced, member‑first approach. Overseeing delinquency management, performance metrics, reporting, and regulatory requirements. Strengthening cross‑department collaboration to enhance early‑intervention efforts, improve processes, and support members with fair, sustainable solutions. Why Join Us: Heritage Family Credit Union is a dynamic and member-centric organization committed to making a positive impact on the lives of our members. We believe in delivering not just financial services but fostering meaningful relationships that enhance the overall well-being of our members and communities. With a focus on education, integrity, and community, we strive to be the preferred financial partner for our community.

Requirements

• High school diploma or equivalent required; Bachelor’s degree in business or related field preferred.
• Minimum of 5 years of lending collection experience required.
• Minimum of 3- 5 years of supervisory or management experience required.
• Strong communication skills, including the ability to explain complex, difficult or sensitive topics clearly to members, staff, and executive leadership.
• Ability to de-escalate conversations.
• Demonstrated ability to maintain strict confidentiality and professional boundaries in a small, close-knit community, including handling sensitive member and employee information with discretion both inside and outside the workplace.
• Strong leadership and people management skills, with the ability to coach, develop, and hold leaders and frontline teams accountable in a performance-driven but empathetic environment.
• Deep understanding of collections strategy across all stages of delinquency, including early intervention, loss mitigation, charge-offs, and recoveries.
• Excellent judgment and decision-making skills, particularly in balancing member impact, regulatory requirements, and financial risk.
• Proven ability to interpret data, identify trends, and translate insights into clear action plans and business recommendations.
• Strong knowledge of consumer lending regulations impacting collections (including FDCPA, UDAAP, bankruptcy, and fair lending considerations).
• High level of emotional intelligence, with the ability to navigate difficult conversations with members and employees professionally and respectfully.
• Change leadership skills, including the ability to modernize processes, introduce new tools or workflows, and lead teams through transition.
• Ability to manage competing priorities, exercise discretion, and maintain confidentiality in sensitive matters.
• Comfort operating in a smaller, fast-moving credit union environment where leaders are expected to be hands-on and adaptable.
• Handle all information/documents in a confidential and secure manner.
• Be aware of surroundings when working with member files and when speaking with members, both in person and over the phone, when discussing or gathering personal and confidential information.
• Strong computer skills, and proficiency working with Microsoft Office products.
• Employees will ensure adherence to BSA (Bank Secrecy Act) and risk compliance standards in all job responsibilities, maintaining the organization's regulatory integrity and mitigating potential risks.

Nice To Haves

• Experience with financial institution software systems preferred.

Responsibilities

• Strategy & Leadership Develop and execute a comprehensive collections and member solutions strategy aligned with the credit union’s mission, risk appetite, and financial goals.
• Lead, coach, and develop a high-performing collections team, and ensure the department is prepared for organizational growth.
• Establish clear goals, performance metrics, and accountability across all stages of delinquency and recovery.
• Foster a culture that balances empathy for members with sound risk management and financial stewardship.
• Operations & Performance Oversee all collections activities, including early intervention, delinquency management, loss mitigation, charge-offs, and recoveries.
• Responsible for reviewing vendor contracts and services that impact the member solutions department.
• Present any recommendations for change to the Chief Lending Officer (CLO).
• Manage budget and delinquency goals, in partnership with the Chief Lending Officer (CLO).
• Manage monthly reporting for management and board.
• Monitor key performance indicators such as delinquency ratios, net charge-offs, recovery rates, roll rates, and member retention outcomes.
• Continuously evaluate workflows, staffing models, and technology to improve efficiency, consistency, and member experience.
• Ensure consistent application of policies and procedures across all collection activities.
• Member Experience & Solutions Champion a member-first approach to collections that emphasizes education, proactive outreach, and sustainable solutions.
• Ensure hardship programs, payment arrangements, and loan modifications are administered fairly and effectively.
• Partner with Member Experience and Lending teams to improve early identification of at-risk members and reduce delinquency.
• Address escalated member concerns and complaints related to collections with professionalism and care.
• Risk Management & Compliance Ensure full compliance with all applicable federal and state laws and regulations, including NCUA, Fair Debt Collection Practices (FDCPA), UDAAP, bankruptcy requirements.
• Partner closely with Compliance, Legal, and Risk teams to manage regulatory exams, audits, and corrective actions.
• Maintain strong internal controls and documentation to mitigate operational and compliance risk.
• Stay current on regulatory changes and industry best practices impacting collections and member solutions.
• Cross-Functional Partnership Build relationships with other departments as the team’s work coincides with other areas.
• Provide ongoing training and support to credit union employees, internally for cross-training and coverage and credit union wide as necessary to ensure compliance with investor regulations/guidelines and collection law.
• Collaborate with Lending, Finance, Risk, Compliance, and Technology teams to align strategies and share insights.
• Provide data-driven insights and recommendations to executive leadership related to portfolio performance and credit risk trends.
• Support enterprise initiatives related to financial wellness, loan performance, and operational excellence.
• Perform all other duties as assigned.

Benefits

• Paid time off in addition to paid federal holidays
• Medical, dental, and vision benefits to employees who regularly work 24+ hours a week
• 401k match
• Ongoing training opportunities
• 8 hours of volunteer time with an organization important to you
• Reimbursement each month for Gym membership (up to $25), hobby reimbursement (up to $25) and fresh local foods (up to $25 on a seasonal basis)

What This Job Offers

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