Member Solutions Manager

Seattle Credit Union is dedicated to helping our members achieve financial prosperity by providing education and banking services that meet their personal goals. We are Inclusive, Inventive and Invested. We are Seattle Credit Union - we build strong and trusting relationships in service of our Mission. Seattle Credit Union is proud to be intentional in recruiting, hiring, and promoting a workplace that is inclusive.

JOB TITLE : Member Solutions Manager

Department : Member Solutions

FLSA Status : Exempt

WHY JOIN US?

Seattle Credit Union is proud to be an employer committed to the growth and prosperity of its employees, members, and the community. We work in a culture where voices are amplified to drive meaningful change and generate non-stop impact. We offer a comprehensive total rewards package, such as employee-paid medical benefits, 401k matching, and generous time off, such as for volunteering and even to celebrate your birthday! We provide opportunities for employees to learn and grow while fostering an inclusive work culture, and we have a tremendously diverse workforce that drives our ability to innovate and maintain excellence.

We are an Equal Opportunity / Affirmative Action Employer that celebrates our collective differences and encourages all to apply, including those with different backgrounds, disability, ages, ethnicities, races, religions, gender identities, sexual orientations, national origins, or veteran status' protected by applicable federal, state, or local law.

ABOUT THE ROLE :

We are looking for a Member Solutions Manager who is driven to make a positive impact on the employee experience. You are a strategic thinker with a bias for action. You have a relentless pursuit of excellence while bringing others along. You do not settle for mediocrity and are comfortable with challenging the status quo. If you're always looking for more efficient and innovative ways of working, are thoughtful, intentional, and collaborative, we would love to talk to you!

The Member Solutions Manager oversees all collection and recovery functions, including monitoring and reporting on charge-offs, delinquencies, and related trends. This leader partners with the VP of Consumer Lending to execute strategic initiatives and achieve business objectives while promoting a culture of teamwork and cross-functional collaboration. This is an exciting opportunity to bring forth new ideas and see those ideas come to life!

WHAT YOU WILL DO :

• Inspire, engage, and develop team members through coaching, mentoring, and career planning.
• Demonstrate ownership for individual and team results.
• Design and maintain collection programs that prioritize an outstanding member experience while ensuring full compliance with security standards, regulatory requirements, and internal policies.
• Demonstrate a high level of proficiency in setting expectations, delegating, organizing work and coaching towards results.
• Partner with the VP of Consumer Lending in defining departmental KPIs that align with organizational objectives, clearly communicate these goals to the team, and drive accountability for successful execution.
• Maintain awareness of factors impacting delinquency and proactively stay current on industry trends, regulatory updates, and emerging technologies.
• Manage the end-to-end process for monthly, quarterly, and annual reporting, ensuring accuracy and completeness across key metrics such as delinquency roll rates, charge-offs, recoveries, and call volumes.
• Oversee collectors' outreach efforts to engage members, negotiate effective repayment arrangements, and ensure strategies deliver measurable results in reducing delinquency and charge-offs.
• Manage bankruptcy filings to safeguard the credit union's interests, and oversee delinquent mortgage accounts through all stages, including foreclosure and the remarketing of credit union-owned properties when necessary.
• Oversee the repossession process from assignment through post-sale. Manage collateral through liquidation. Utilize advanced skip-tracing techniques to locate hard-to-find members.
• Review and approve legal assignments from third-party collection agencies and represent the credit union in court proceedings as needed.
• Manage and monitor internal and external service levels to ensure timely and accurate delivery of all commitments.
• Lead the annual departmental budgeting process, ensuring alignment with collection objectives, and proactively monitoring performance throughout the year, adjusting as needed.
• Direct all aspects of internal and external audits and exams, including preparing documentation, coordinating with examiners, and implementing process and policy updates to address findings.
• Evaluate vendor relationships for cost-effectiveness and service quality.
• Promote and support credit union products and services during member interactions, leveraging opportunities for cross-selling to enhance member value.
• Build and sustain collaborative relationships across all levels of the organization to foster alignment and teamwork.
• Advance multiple projects and responsibilities simultaneously.
• Other duties as assigned.

WHAT YOU WILL BRING :

Basic Qualifications :

Qualifications / Skills Needed :

Preferred Qualifications :

Working Conditions :

Benefits :

Seattle Credit Union supports and invests in our employees.We offer many great benefits including zero contribution medical, dental, and vision plans for our employees.Additionally, SCU offers a generous paid time off program as well as a 401k plan with a dollar-for-dollar employer match up to 5%.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills and / or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Compensation is based on the candidate's geographical location, calculated based on an adjustment factor from Seattle area market compensation.

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