Member Solutions Supervisor

Credit Union of Colorado; Denver (CO); Hybrid; USD 68,000 - 83,000; Full time

Benefits offered by this job

Bonus incentives

Competitive benefits package

Job summary

Credit Union of Colorado is seeking a Collections Supervisor to lead the delinquency management team and coordinate daily operations for collection of past-due accounts. You will guide staff, ensure compliant practices, and liaise with agencies and attorneys as needed.

The role requires a Bachelor's degree or equivalent and proven supervisory/collection experience, with strong knowledge of relevant laws and excellent service orientation. Hybrid work and a competitive benefits package are offered.

Qualifications

• Bachelor’s degree or equivalent with supervisory/collection experience.
• Knowledge of collection procedures and related laws and regulations.
• Ability to advise members in financial hardship and coordinate workouts.

Responsibilities

• Organizes collection workload by days delinquent, risk and amount of delinquency and assigns accounts to staff for collection.
• Provides financial counseling to members in financial hardship and recommends workout loans or repossession actions as needed.
• Audits delinquent accounts to ensure maximum efforts are taken before bad debt is recorded.
• Supervises staff, coordinates activities, and conducts coaching to improve performance and policy adherence.
• Resolves complaints promptly, delivers courteous service, and follows up to ensure member needs are met.
• Oversees collection agencies/attorneys and monitors external collections.

Skills

Supervisory experience

Collection knowledge

Financial counseling

Customer service

Education

Bachelor’s degree or equivalent

Job description

Remote Eligible: Hybrid

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

General Purpose of the Position

Under the direction of the Member Solutions Manager, directs and coordinates daily activities of department personnel. Oversees collection personnel and collection of delinquent accounts. Serves as back up to the Member Solutions Manager. Counsel’s members whose difficult loan accounts (Consumer, Visa and Mortgage) are past due. Safeguards the assets of the credit union and arranges for liquidation of balances through payments, collection, loan modifications, workout loans, repossessions, bankruptcies, etc.

Pay Range

$68,000-$83,300

Remote Eligible: Hybrid

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

General Purpose of the Position

Under the direction of the Member Solutions Manager, directs and coordinates daily activities of department personnel. Oversees collection personnel and collection of delinquent accounts. Serves as back up to the Member Solutions Manager. Counsel’s members whose difficult loan accounts (Consumer, Visa and Mortgage) are past due. Safeguards the assets of the credit union and arranges for liquidation of balances through payments, collection, loan modifications, workout loans, repossessions, bankruptcies, etc.

Determines risk exposure to the credit union and keeps management informed. Is responsible for the guidance, training, coaching and direction of Member Solutions staff. Assists with reporting and compliance issues and administrative duties by performing the following essential duties. Representative must be knowledgeable in all areas of credit union operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

(including the following). May perform other duties as requested or assigned.

• Organizes collection workload according to days delinquent, risk and amount of delinquency and assigns accounts to employees for collection. Determines work procedures, prepares work schedules, and expedites collection workflow.
• Provides financial counseling to members in financial hardship, recommends workout loans, recommends repossession assignments or legal actions, and assists subordinates with collection activities on difficult or problematic accounts according to Collection Policy and Guidelines. Keeps management informed of critical issues and risk exposure.
• Audits delinquent accounts considered to be uncollectible to ensure maximum efforts have been taken before assigning bad debt status to account. Reviews collection reports to ascertain status of collections and balances outstanding and to evaluate effectiveness of current collection policies and procedures.
• Supervises and provides leadership to coordinate activities of staff and monitors staff progress, expectations and ensures that staff expectations are met regarding policies and procedures. Coaches appropriately to ensure optimal performance, holds staff meetings, recommends and documents changes to procedures and processes if needed.
• Resolves complaints, adjusts errors and answers questions and problems promptly. Provides excellent service by demonstrating courtesy and personal concern for members and co-workers' needs and follows-up to ensure those needs are met.
• Optimizes collections on accounts while balancing the goodwill of members with the overall business interests of the credit union.
• Oversees and monitors delinquent accounts that are assigned to collection agencies and/or attorneys for collection.
• Prepares and effectively submits required reports, attends meetings, assists in budget preparation and adherence, and recommends cost/time savings measures for the department.
• Carries out supervisory responsibilities in accordance with the credit union's policies and applicable laws. Responsibilities include:
• interviewing, hiring, training, coaching, employees; planning, assigning, and directing work;

appraising performance of department personnel; rewarding and disciplining employees; addressing complaints and resolving problems.

• Adheres to all Federal and State laws and regulations applicable to the credit union, including the Bank Secrecy Act, OFAC, FACT Act, and the US Bankruptcy Code, Fair Credit Reporting Act, and the Fair Debt Collection Practices Act.
• Responsible for compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Bank Secrecy Act (BSA) and the Anti Money Laundering Act, including monitoring for such illegal activity as it applies to this position.

EDUCATION and/or EXPERIENCE

Bachelor’s degree (B.A.) from four-year college or university; or three to four years related supervisory and collection experience and/or training; or equivalent combination of education and experience.

OTHER SKILLS and ABILITIES

Knowledge of collection procedures and related laws and regulations. Ability to evaluate different types of critical collection problems and react with a high degree of judgment. Understanding of the U.S. Bankruptcy Code and knowledge of laws concerning credit extension and collection practices. Understanding of Credit Union loan products and policies. Familiar with default and enforcement clauses. Familiar with deposit programs, account ownership, and casualty insurance.

Demonstrated effective supervisory and leadership skills to select, motivate and develop assigned personnel. Ability to establish and maintain effective working relationships with other administrative officials and the public. Ability to apply oral and interpersonal skills that develop member confidence, respect and trust in Credit Union of Colorado and develop cooperative relationships with all levels of people throughout the organization. Ability to exercise judgment and discretion in applying and interpreting credit union policies and procedures. Ability to utilize credit bureau information, file information and previous contact information.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is typically required to sit for long periods. The employee continually is required to talk or hear. The employee is occasionally required to stand, walk, stoop and reach with hands and arms. The employee will occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Limited travel required to visit CU locations as needed.

Core Competencies

Every position at Credit Union of Colorado is grounded in our organizational Values and Core Competencies. These skills and behaviors guide how we work, collaborate, and deliver results. Click here to view our Values and Core Competencies on Atlas.

Credit Union of Colorado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws.

Please note applicants can redact any information that identifies their age, birth date, or dates of schooling on either their resume or any additional materials provided.