Mgr, Consumer Solutions

Overview

In this role, you will help lead and drive the strategic vision and operational excellence of the collections function. You will be accountable for developing and executing comprehensive consumer solution strategies that minimize delinquency and loan loss, while ensuring strict adherence to all relevant state and federal regulations. This leadership role requires overseeing a diverse team of internal solution specialists and external vendors, fostering a high-performance culture, and collaborating with cross-functional partners to optimize member experience and operational efficiency. You will serve as a key escalation point for complex member issues and represent the organization in regulatory and legal forums as needed.

Responsibilities

• Develop and execute advanced consumer solutions strategies and programs aligned with organizational goals to effectively manage delinquency, loan loss, and regulatory compliance.
• Provide visionary leadership to the consumer solutions team, including direct management of supervisors and front-line team members and external vendors.
• Drive continuous improvement through data-driven analysis, including forecasting, staffing models, and the deployment of innovative consumer solutions methodologies and technologies.
• Establish and enforce rigorous performance management standards, including call quality monitoring, feedback, coaching, and targeted trainings designed to enhance team capabilities.
• Act as senior escalation resource for complex member disputes and investigations, partnering with legal, compliance, and member service teams to achieve timely and compliant resolutions.
• Oversee vendor relationships, ensuring contractual obligations are met and vendor activities align with the company's strategic objectives and regulatory requirements.
• Lead preparation and presentation of detailed performance reports and analytics for senior leadership, highlighting trends, risks, and opportunities for improvement.
• Represent the organization in regulatory audits as necessary, ensuring adherence to legal and compliance standards.

Qualifications

Target Base Pay

$88,488 - $110,607 / yr

Compensation at Patelco

Please note that the salary information is a general guideline only. Patelco Credit Union considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education / training, key skills, internal peer equity, as well as market and business considerations when extending an offer. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

We Offer

Physical Health :

Financial Health :

Emotional Health :

Personal Development :

Flexible work arrangements available for specific positions

Patelco Credit Union is an Equal Opportunity Employer including individuals with disabilities and protected veterans

IND123

We are committed to an inclusive and respectful workplace and welcome applicants from all backgrounds.

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