Director, Member Solutions + Recovery

Job Description:

Position Summary:

Director, Member Solutions + Recovery is responsible for organizing, planning, directing, and leading Everwise Credit Union’s consumer and residential mortgage collections, loss mitigation, and recovery processes. The incumbent will design, improve, and manage operational processes for collections, legal recovery, foreclosure, repossession, asset disposition, and assist in the resolution of difficult and complex member account situations. The Director, Member Solutions + Recovery is responsible for aligning collection and recovery strategy with organizational objectives, ensuring efficiency in procedures, consistency in decision making, and compliance with Everwise policies and regulatory and legislative guidelines.

Primary Responsibilities & Duties:

• 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, fostering a positive and productive work environment.

• 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

Knowledge/ Skills:

• Excellent leadership skills and the ability to coach, mentor, and manage teams.

• Thorough knowledge of consumer and real estate collections, servicing, foreclosure, bankruptcy procedures, secondary market, and legal requirements.

• Understanding of bank and/or credit union retail/lending policies, and default enforcement clauses.

• Organizational abilities to manage multiple projects and priorities.

• Interpersonal skills to work with internal and external stakeholders.

• Strong analytical skills, critical thinking, solid decision-making abilities coupled with sound judgment.

• High level of integrity, professionalism, and commitment to member service.

• Proficient in analyzing large datasets to identify trends, risks, and opportunities for improvement.

• Efficiently, effectively, and concisely communicate with members, peer leaders, executive management and outside counsel.

• Ability to read and evaluate regulatory and legislative language and understand how it affects collection policy and practices.

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and collection management software.

Minimum Requirements:

• 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 the consumer collections, mortgage collections, and foreclosure processes.

• Proven ability to develop and implement effective strategies to improve collection and recovery outcomes.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and collection management software.
• Master’s degree preferred

Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.