Member Solutions Manager

Campus Federal Credit Union; Baton Rouge (LA); On-site; USD 70,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Long-term disability insurance

Dependent coverage (optional)

Paid time off

Job summary

Campus Federal Credit Union seeks an experienced Member Solutions Manager to lead collections and member solutions operations, improving service during challenging financial situations.

You will partner with leadership to develop collection strategies, minimize losses, ensure compliance, and guide a high-performing team delivering exceptional member service.

Qualifications

• Bachelor’s degree supported by substantial collections or call center experience.
• Experience leading teams and supporting employee development.
• Strong understanding of collections operations and loss mitigation.
• Knowledge of regulatory requirements and best practices.
• Ability to analyze trends and implement process improvements.
• Excellent communication and relationship-building skills.

Responsibilities

• Develop and implement strategies to minimize losses across consumer, mortgage, business loan, and deposits.
• Design, administer, and improve collection policies and processes.
• Lead and develop Member Solutions staff to meet performance goals.
• Provide oversight for daily collection activities and member solutions functions.
• Coordinate training and support branch staff on collection practices.
• Liaise with legal partners on collection matters.
• Assist in managing REO properties through liquidation or sale.
• Monitor delinquency trends and support loss mitigation and charge-off reviews.
• Ensure compliance with federal/state regulations and internal policies.
• Identify opportunities to improve efficiency and service levels.

Skills

Leadership

Collections operations

Regulatory compliance

Data analysis

Communication

Team coaching

Education

Bachelor's degree + 4 years collections experience, or 8 years experience in collections/call center operations

Job description

At Campus Federal, our mission is to enhance the lives of our members and the communities we serve. We're seeking an experienced and service-driven Member Solutions Manager to help lead our collections and member solutions operations while supporting members through challenging financial situations.

In this role, you'll partner with leadership to develop effective collection strategies, minimize portfolio losses, ensure regulatory compliance, and lead a high-performing team dedicated to delivering exceptional member service. The ideal candidate combines strong operational expertise, leadership skills, and a commitment to helping members achieve financial success.

Responsibilities Include:

• Assist in developing and implementing strategies that minimize losses across consumer, mortgage, business loan, and deposit account portfolios.
• Support the design, administration, and continuous improvement of collection policies, procedures, and processes.
• Lead, coach, and develop Member Solutions team members to achieve performance goals and provide outstanding member service.
• Provide operational oversight and support for daily collection activities and member solutions functions.
• Partner with branch personnel and other departments to provide guidance on collection practices, procedures, and member assistance programs.
• Coordinate training initiatives and support the ongoing development of collection and branch staff.
• Serve as a liaison with legal partners on collection-related matters.
• Assist in managing repossessed assets and real estate owned (REO) properties through liquidation or sale.
• Monitor delinquency trends, recommend loss mitigation strategies, and support charge-off review processes.
• Ensure collection activities comply with applicable federal and state regulations, as well as organizational policies.
• Identify opportunities to improve operational efficiency, service levels, and overall effectiveness within the Member Solutions department.
• Review reports, analyze portfolio performance, and support informed decision-making through data and insights.
• Approve and process hardship and disaster-related extension requests while balancing member needs and organizational objectives.

Job Requirements:

• Bachelor's degree and four years of relevant collections experience, or eight years of experience in collections and call center operations.
• Experience leading teams and supporting employee development.
• Strong understanding of collections operations, delinquency management, and loss mitigation strategies.
• Knowledge of applicable regulatory requirements and collection best practices.
• Ability to analyze trends, identify solutions, and implement process improvements.
• Excellent communication, coaching, and relationship-building skills.
• General understanding of indirect lending.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

Why Campus Federal?

At Campus Federal, you'll join a team committed to service excellence, professional growth, and making a positive difference in the lives of our members. We value dependability, respect, continuous improvement, professionalism, and delivering excellence in every experience.

• 100% employer-paid health, dental, and long-term disability insurance for employees
• optional dependent coverage
• generous paid time off to support work-life balance.