Member Care Admin - Mgr - Loss Mitigation and Payment Processing

Clear Destination Inc.; Sacramento, Northern (CA, KY); Hybrid; USD 114,000 - 120,000; Full time

Job summary

Golden 1 Credit Union is seeking a strategic and details-oriented leader for the role of Mgr - Loss Mitigation and Payment Processing. Hybrid work in Sacramento, CA, reporting to the VP of Member Care and Credit Bureau Reporting Oversight.

The role drives accurate, timely reporting, robust controls, and high-quality regulatory compliance across consumer and business loan processes. You will lead Data Solutions Analysts and support teams to deliver data-driven insights for executive decisions,

Qualifications

• Bachelor’s Degree in business, finance, or related field required.
• Equivalent job experience within a financial institution will also be considered.
• 7+ years management experience in consumer loans, commercial loans, and default management with banks, savings and loans, credit unions or other finance companies, including detailed knowledge of repossession and remarketing in California.

Responsibilities

• Lead and supervise the Data Solutions Analysts and the Supervisor of Member Care Support, with evaluations and disciplinary actions.
• Oversee support functions for consumer and business loans, including processing payments and other financial transactions.
• Direct and oversee Amnesty program reporting.
• Manage and track vendor invoices within the department, ensuring timely payments.
• Ensure compliance with state and federal notices and regulatory requirements.
• Set and monitor team performance goals and provide coaching.
• Develop and maintain effective controls to meet regulatory guidelines.
• Oversee all Member Care correspondence and testing of letters.
• Collaborate on yearly Recovery Rate Forecasting.
• Lead the Data Solutions Analysts to create reports for Senior Leadership and automate reporting processes.
• Act as SME on the Debt Manager system and provide oversight.
• Foster employee engagement and career development.
• Ensure department operations comply with policies and regulatory guidelines.
• Develop and deliver training programs for staff.
• Respond to information requests from Senior Leadership and internal departments.
• Understand regulatory requirements and mitigate inherent risks.

Skills

Team Leadership

Data Analysis

Regulatory Compliance

Education

Bachelor’s Degree in business/finance or related field

Job description

Job Title: Mgr - Loss Mitigation and Payment Processing

Status: Exempt

Reports to: VP - Member Care & Credit Bureau Reporting Oversight

Department: Member Care Admin

Job Code: 11879

Pay Range: $113,500 - $120,000

Location: Hybrid in Sacramento, CA

WHO WE ARE:

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE:

You are a strategic and detail-oriented leader who transforms complex data and operational processes into accurate, actionable insights that guide executive decision-making and support the credit union's success. You empower teams to deliver exceptional reporting, operational support, and regulatory compliance while maintaining strong controls, performance standards, and service excellence. You thrive on balancing analytical expertise with people leadership, ensuring critical business information is reliable, timely, and aligned with organizational goals.

WHAT YOU'LL DO:

• Team Leadership * Lead and supervise the Data Solutions Analysts and the Supervisor of Member Care Support. Promote skill development, coach for improvement, inspire through actions, and ensure positive employee morale. Responsible for evaluations and disciplinary actions.


• Support Oversight * Oversee support functions for consumer and business loans, including processing payments, charge-offs, expulsions, bankruptcy payments, and other financial transactions. Ensure timely and accurate posting of all transactions.


• Amnesty Program Management * Direct and oversee all areas within the Amnesty program, including creating and developing accurate reporting.


• Vendor Billing Management * Manage and track all vendor invoices within the Member Care Department, ensuring timely payments and adherence to budget constraints.


• Compliance Notices * Manage the processing of all notices required by state and federal law, ensuring compliance with credit union policy and timely, accurate delivery.


• Performance Management * Set and monitor team performance goals, provide coaching and feedback, and implement strategies to improve efficiency and productivity.


• Controls: * Develop and maintain effective controls to ensure processes comply with regulatory guidelines and promptly address any deviations.


• Member Care Letter Management: * Oversee all correspondence within Member Care, ensuring accuracy and compliance with regulatory requirements. Conduct annual reviews and testing of all letters.


• Recovery Rates Forecasting Annual Review: * Collaborate with Member Care Managers to complete yearly Recovery Rate Forecasting.


• Reporting, Analysis, and Automation: * Lead the Data Solution Analysts team to create reports assessing Member Care's effectiveness. Provide regular updates to Senior Leadership on key performance indicators and areas for improvement. Utilize data-driven insights to inform decisions and strategies. Automate reporting metrics and processes to enhance efficiency. Automate and digitize processes to streamline or eliminate labor-intensive tasks. Responsible for comprehensive board charge off, expulsion and reinstatement reports.


• Subject Matter Expert: * Act as a subject matter expert on the Debt Manager system, providing oversight, troubleshooting, reporting, and strategic decision-making.


• Employee Engagement: * Foster team building and camaraderie through events, regular meetings, and cross-functional collaboration. Implement feedback mechanisms to gauge satisfaction and identify improvement areas. Encourage one-on-one meetings for goal discussions and career development. Develop recognition programs and ensure effective communication channels for employee opinions and suggestions. Lead by example with active listening, empathy, and transparency.


• Policies and Procedures: * Ensure department operations comply with policies, procedures, and regulatory guidelines. Update Data Solutions and Support Management Procedures annually to reflect new regulations and process changes. Clearly document all Data Solutions Analyst Reporting instructions.


• Training and Development: * Develop and deliver training programs for Data Solution Analysts and the Supervisor of Member Care Support. Stay updated on regulations and industry best practices, incorporating changes into training programs.


• Information Requests: * Identify, investigate, and respond to information requests from Senior Leadership, branches, and other internal departments.


• Regulatory Compliance: * Understand regulatory requirements and inherent risks, establish control activities to mitigate those risks in line with the Credit Union's risk appetite, and ensure operational integrity and compliance with applicable regulations.


• Perform other duties as assigned.

QUALIFICATIONS AND PREFERENCES:

• Bachelor’s Degree in business, finance, or related field required


• Equivalent job experience within a financial institution will also be considered


• 7+ years management experience in consumer loans, commercial loans, and default management with banks, savings and loans, credit unions or other finance companies, including detailed knowledge of the repossession and remarketing in California required.

WHY JOIN US:

Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS:

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

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