Director of Member Solutions & Recovery

Everwise Credit Union; South Bend (IN); On-site; USD 120,000 - 180,000; Full time

Job summary

Everwise Credit Union in Indiana seeks a Director, Member Solutions + Recovery to lead consumer and mortgage collections, loss mitigation, and recovery operations. You will design processes, ensure regulatory compliance, and align strategies with organizational goals.

You will manage a team, leverage data analytics, and collaborate with legal counsel to optimize outcomes while maintaining a member-focused, empathetic approach.

Qualifications

• Bachelor's degree in a related field or equivalent work experience.
• 8+ years of collections and recovery services experience.
• 5+ years in a leadership or management role.
• Knowledge of compliance and regulatory matters pertaining to consumer collections, mortgage collections, and foreclosure processes.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and collection management software.

Responsibilities

• Lead, manage, and oversee the daily operations and personnel of the Member Solutions, Loss Mitigation and Recovery Services Department.
• Provide coaching, mentoring, and development opportunities to personnel.
• Develop and implement strategies to improve efficiency and effectiveness in collections and recovery processes.
• Develop and implement loss mitigation strategies, including forbearance agreements and other solutions to assist members in financial distress.
• Oversee the collection of delinquent consumer and residential mortgage loan accounts, as well as overdrawn deposit accounts.
• Identify, implement, utilize, and manage collection and recovery tools including software, vendor partnerships, and third-party data.
• Evaluate and hire outside vendors to repair and market Everwise-owned foreclosure properties.
• Manage legal recovery processes, bankruptcy proceedings, repossessions, foreclosures, and asset disposal.
• Ensure compliance with secondary market servicing guidelines, investor requirements, and secondary market standards across all collections and loss mitigation operations.
• Ensure all collection and recovery activities comply with federal, state, and local laws and regulations.
• Develop and maintain policies and procedures to mitigate risk and ensure the protection of the credit union's assets.
• Collaborate with internal and external legal counsel as necessary to address complex recovery and collection issues.
• Evaluate accounts and identify the optimum course of action for Everwise.
• Monitor and analyze collection and recovery performance metrics, preparing regular reports for credit strategy committee and executive management.
• Utilize data and analytics to identify trends, develop forecasts, and make informed decisions to enhance collection and recovery efforts.
• Maintain a member-focused approach, ensuring that all interactions are conducted with empathy and respect.
• Develop and maintain strong relationships with members, providing assistance and guidance to help them navigate financial challenges.
• Assume additional responsibilities as necessary for the continued growth and advancement of the Credit Union

Skills

Leadership

Collections & Recovery knowledge

Regulatory compliance

Data analysis

Stakeholder collaboration

Empathy in member interactions

MS Office & collection software

Education

Bachelor's degree or equivalent

Master's degree preferred

Tools

Collection management software

Job description

Everwise Credit Union in Indiana seeks a Director, Member Solutions + Recovery to lead consumer and mortgage collections, loss mitigation, and recovery operations. You will design processes, ensure regulatory compliance, and align strategies with organizational goals.

You will manage a team, leverage data analytics, and collaborate with legal counsel to optimize outcomes while maintaining a member-focused, empathetic approach.