VP of Member Solutions & Asset Protection

Rogue Credit Union • Medford, OR

6d • $156,585 - $195,732 • Hybrid

About The Position

The Vice President of Member Solutions and Asset Protection provides executive leadership, strategic direction, and operational oversight for functions focused on member support, delinquency management, and asset recovery. This role is accountable for developing and executing long-term strategies that balance member-focused solutions with strong governance, compliance, and asset quality outcomes. The Vice President leads high-performing teams across Member Solutions and Asset Protection, fostering a culture of empathy, accountability, and financial well-being while ensuring operational scalability, regulatory adherence, and consistent member experiences. In close partnership with senior leadership and cross-functional teams, this role drives innovation, process improvement, and technology enablement to enhance performance, support sustainable growth, and align with the credit union's mission, values, and strategic priorities.

Requirements

• Five years to eight years of similar or related experience.
• A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree).
• Work involves extensive personal contact with others at all levels of the organization and is frequently of a sensitive or confidential nature. Motivating, influencing, and developing others is central to this role. The ability to build trust, navigate complex stakeholder relationships, and communicate with clarity and empathy across internal and external audiences is essential.
• Executive-level experience directing and growing a Member Solutions or recovery function within the financial industry.
• Comprehensive understanding of federal and state regulatory requirements governing collections, asset recovery, bankruptcy, credit reporting, and related legal processes.
• Proven ability to develop and execute multi-year departmental strategies aligned with organizational priorities.
• Strong skills in data analysis, portfolio risk management, and performance metrics development.
• Demonstrated ability to lead technology enablement and process automation initiatives.
• Confident decision-making in ambiguous or evolving regulatory environments.
• Exceptional written and verbal communication skills with the ability to influence multiple audiences.
• Proficient in Microsoft Office Suite and experienced with lending, servicing, and decisioning systems

Responsibilities

• Provides executive leadership and sets the long-term strategic direction for the Member Solutions and Asset Protection departments. Develops and executes a forward-thinking operating model designed to scale with organizational growth, expanding loan portfolios, and evolving member needs. Identifies emerging industry trends, innovative servicing strategies, and digital capabilities that position the department for future readiness. Establishes and communicates a clear departmental vision aligned with the credit union's enterprise strategic priorities and business plan objectives. Leads executive-level collaboration with the SVP of Consumer and Mortgage Lending, Chief Lending Officer, and cross-functional partners in lending, compliance, legal, finance, operations, and member experience
• Maintains comprehensive governance frameworks governing all Member Solutions and Asset Protection activities, ensuring consistent adherence to federal and state regulatory requirements, credit union policy, and applicable legal standards. Oversees legally sensitive operational areas including repossessions, foreclosures, bankruptcy administration, deceased member account administration, credit bureau reporting and dispute resolution, and charge-off recovery processes. Leads audit readiness, policy governance, and control environment effectiveness. Ensures multi-state regulatory compliance as the credit union's service areas grow and expand. Monitors the regulatory landscape proactively, partnering with legal and compliance teams to anticipate and respond to emerging obligations.
• Directs the continuous improvement of departmental operations through strategic process redesign, automation initiatives, and technology enablement. Champions the adoption of digital servicing capabilities and member self-service solutions that improve engagement, reduce friction, and enhance the overall member experience. Leverages portfolio analytics and data intelligence to evaluate operational performance, identify emerging risk trends, and drive evidence-based decisions. Ensures effective management reporting processes provide leadership with timely, accurate insight into departmental performance, delinquency trends, asset quality, and recovery outcomes. Manages the department's operational budget with fiscal discipline.
• Builds, develops, and retains a high-performing team of managers and specialists capable of executing the department's strategic and operational objectives at scale. Establishes clear accountability frameworks, performance metrics, and coaching cultures that drive excellence and continuous improvement. Leads succession planning and talent pipeline development within the department. Fosters an organizational culture grounded in empathy, member advocacy, accountability, and professional growth. Ensures high staff engagement and satisfaction through meaningful development opportunities, recognition, and inclusive leadership. Recruits and develops supervisory leaders who embody the credit union's values and service philosophy.
• Champions a member-first philosophy throughout all departmental functions, ensuring that every member interaction, regardless of the nature of the financial challenge, reflects the credit union's commitment to compassion, respect, and solutions-oriented service. Directs the development and ongoing evaluation of payment assistance strategies, workout arrangements, and financial wellness resources that support members through periods of hardship while preserving long-term relationships and protecting the credit union's financial health. Serves as an executive advocate for members' financial well-being within the organization.
• Hires, trains, and manages a highly qualified team to meet the needs of the assigned areas. Establishes clear accountability measures and evaluates the performance of direct reports, fostering a coaching culture that encourages high achievement and continuous improvement among staff
• Ensures a high staff Net Promoter Score (NPS) by providing excellent working conditions, opportunities for training and development, and appropriate recognition and rewards for employee efforts. Also, completes other duties as assigned

What This Job Offers

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