MEMBER CARE MANAGER

JOB SUMMARY:

Manages the daily operations of the credit union's collection and recovery functions for consumer loan and deposit accounts. This role is responsible for minimizing delinquency, charge-offs, and losses while ensuring compliance with federal and state regulations, internal policies, and excellent service to our members. The position provides leadership by example, coaching, and development to the Member Care team by creating a collaborative environment that achieves goals.

Exercises discretion and independent judgment with respect to matters of significance.

Essential Functions

• Direct consistent, timely collection efforts for delinquent secured and unsecured loans, ensuring compliance with all applicable consumer collection laws and regulations while maintaining exceptional service to our members.
• Coach, develop, and train staff; assign work, set goals, monitor progress, and provide ongoing feedback to support employee performance and growth.
• Conduct performance reviews.
• Supervise daily collection operations, analyze delinquency trends and inventory to assign work and develop data-driven collection strategies.
• Manage collection technologies, including platforms, automated contact systems, and payment processors and third-party vendor relationships as needed.
• Review and recommend actions on high-risk accounts including repossession approvals, auction pricing, and repair decisions.
• Administer bankrupt accounts to ensure timely processing and legal collection practices.
• Leads, trains, motivates and directs Member Care personnel to ensure department achieves optimum productivity and seek to provide an acceptable level of internal and external member satisfaction.
• Prepare and analyze reports for senior management and/or the Board.
• Handle escalated member issues with a focus on timely, respectful, and solution-oriented resolution.
• Respond to audit finding related to the department's operation.
• Maintain positive relationships with other departments to foster healthy communication and seamless workflows to assist our members.
• All other duties as assigned.
• Understand and comply with all state and federal regulations and laws. Ensure compliance with all governing regulations especially the Bank Secrecy Act requirements. Bank Secrecy Act knowledge will be determined by the employee's position and responsibility.

Each employee of St. Louis Community will be held to and accountable for each of the areas outlined in our "ACT" plan listed below:

Accountable

• Reliable: ready to work at scheduled times
• DWYSYWD: do what you say you will do
• Responsible: perform job duties accurately, on time and within budget; don't pass the buck when something goes wrong
• Resourceful: run it like you own it (use CU resources wisely)
• Avoiding actions that warrant a write-up

Compliant

• Adhere to all Credit Union policies and procedures
• Having a strong attention to detail to avoid repeated errors and errors due to blatant negligence.

Teammate

• Supportive: help your co-workers succeed
• Cooperative: work together, not in isolation (together, everyone achieves more)
• Golden Rule: treat others the way you want to be treated
• Attitude: help create a friendly and positive atmosphere wherever you are
• Having no negative internal survey reports

Additional Responsibilities:

• Complete special projects and miscellaneous assignments or functions as required and/or assigned.

Qualifications:

• Five (5) years of experience in credit collections, including managing a consumer loan collections team preferably in a credit union environment
• High school or equivalent; related experience and/or training; or the equivalent combination of education and experience.
• Knowledge of laws, regulations, and procedures concerning collection activities and delinquency control for consumer loans.
• Ability to set priorities, monitor performance and coach staff to achieve established goals.
• Must be member-service oriented in attitude and performance.

Physical Requirements:
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to do data entry, stand/walk, bend/stoop/crouch, kneel/push/bend, talk and/or hear. The employee must occasionally lift and/or carry up to 20 pounds. The employee must occasionally drive from his or her home office to different branches.