Member Solutions Manager

About the role

As the Member Solutions Manager, you will help lead the credit union's collections function, with ultimate responsibility for protecting CFCU's assets while providing fair, respectful, and solutions-oriented service to members experiencing financial difficulty. You will provide leadership, direction, coaching, and oversight to the Member Solutions Specialists, and manage the resolution of seriously delinquent consumer and real estate accounts — from payment arrangements and workouts to legal action, repossession, foreclosure, and bankruptcy. This role blends people leadership with deep collections expertise, working closely with the VP of Member Solutions, teams across the credit union, and third-party providers and vendors to maintain compliance with federal and state regulations and protect both members and the organization.

Responsibilities

• Lead, manage, coach, and develop the Collections/Member Solutions Specialist team to achieve departmental goals while fostering a collaborative, professional, and member-focused culture.
• Monitor collection trends, identify emerging risks and opportunities, and prepare and communicate management reports on collection trends, risks, and results to the VP of Member Solutions.
• Oversee collection activity involving seriously delinquent consumer loans, mortgages, credit cards, and other at-risk accounts, determining appropriate next steps including payment arrangements, workouts, legal action, or charge-off.
• Act as a resource for complex, sensitive, or high-risk collection situations, including mortgages, and escalate significant credit, legal, or compliance risks to leadership.
• Manage all phases of repossession and OREO properties, from authorization and recovery through disposition, remarketing, and final closing.
• Maintain advanced knowledge of federal and Wisconsin collections laws and regulations, and ensure departmental practices comply with the Fair Debt Collection Practices Act, Fair Credit Reporting Act, and other applicable requirements.
• Work with debt management programs, debt settlement companies, third-party providers, and legal resources to evaluate and recommend proposed arrangements.

Requirements

• High school diploma or equivalent required; bachelor's degree in business, finance, accounting, paralegal studies, or a related field preferred. An equivalent combination of education and experience will always be considered.
• Five+ years of progressive experience in collections, lending, credit administration, financial services, bankruptcy, repossession, foreclosure, legal collections, or a related field preferred.
• Prior supervisory or management experience, including demonstrated responsibility for leading, coaching, and developing employees.
• Significant experience with complex collections involving bankruptcy, repossession, foreclosure, litigation, credit reporting, and/or troubled real estate accounts.
• Credit union, community banking, or other financial institution experience strongly preferred.
• Strong financial analysis and problem-solving skills with the ability to evaluate multiple alternatives and determine the strategy that best protects CFCU's assets.
• Excellent negotiation, conflict resolution, listening, verbal, and written communication skills.
• Ability to communicate professionally with members, attorneys, trustees, courts, vendors, real estate professionals, and other third parties.
• Strong organizational skills and exceptional attention to detail.