VP Member Solutions (Collections)

Community First Credit Union • Neenah, WI

12d

About The Position

Community First Credit Union is seeking a mission-driven leader to serve as our next Vice President of Member Solutions . This role leads the strategy and team responsible for supporting member-owners experiencing financial hardship—with a focus on empathetic solutions, strong portfolio performance, and operational excellence. If you’re a collaborative credit union professional who believes in the power of people helping people, this is an opportunity to make meaningful impact while contributing to the long-term financial health of our 160,000+ member-owners. As our Vice President of Member Solutions, you will: Lead a member-centered approach to repayment solutions that preserve dignity and strengthen long-term financial wellbeing Develop and execute strategies to reduce delinquency, enhance recoveries, and minimize losses across the portfolio Optimize systems, workflows, automation, and analytics within the Member Solutions environment Recruit, coach, and inspire a high-performing team grounded in our cultural beliefs Ensure full compliance with federal and state collection regulations Partner closely with Lending, Finance, Risk, and senior leadership to align goals and decision-making Oversee relationships with legal partners, external agencies, and vendor providers Provide data-driven insights and reporting to leadership and the Board An ideal candidate will have a combination of: Bachelor’s degree required; MBA preferred 8+ years of progressive leadership in collections/member solutions within a credit union or financial services environment An equivalent combination of education and experience will always be considered Proven ability to drive recovery performance and strengthen portfolio quality Expertise in collections regulations and credit union operational environments High proficiency with collections systems, automation tools, portfolio analytics, and member communication technology Exceptional leadership, communication, and relationship-building skills Ability to navigate complex member situations with empathy and sound judgment Why Community First? At Community First Credit Union, we are built on a simple but powerful idea: People helping people. Our member-owners are at the heart of every decision we make, and we believe that financial challenges should be met with understanding, creativity, and partnership—not judgment. Here, you won’t find a typical collections environment focused on transactions and pressure. Instead, you’ll lead a team that meets people where they are, helps them navigate difficult moments, and supports their journey back to financial wellbeing. If you’re inspired by purpose, energized by collaboration, and committed to doing what’s right for member-owners and the community, you’ll feel at home with us.

Requirements

• Bachelor’s degree required; MBA preferred
• 8+ years of progressive leadership in collections/member solutions within a credit union or financial services environment
• An equivalent combination of education and experience will always be considered
• Proven ability to drive recovery performance and strengthen portfolio quality
• Expertise in collections regulations and credit union operational environments
• High proficiency with collections systems, automation tools, portfolio analytics, and member communication technology
• Exceptional leadership, communication, and relationship-building skills
• Ability to navigate complex member situations with empathy and sound judgment

Responsibilities

• Lead a member-centered approach to repayment solutions that preserve dignity and strengthen long-term financial wellbeing
• Develop and execute strategies to reduce delinquency, enhance recoveries, and minimize losses across the portfolio
• Optimize systems, workflows, automation, and analytics within the Member Solutions environment
• Recruit, coach, and inspire a high-performing team grounded in our cultural beliefs
• Ensure full compliance with federal and state collection regulations
• Partner closely with Lending, Finance, Risk, and senior leadership to align goals and decision-making
• Oversee relationships with legal partners, external agencies, and vendor providers
• Provide data-driven insights and reporting to leadership and the Board

What This Job Offers

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