VP of Member Solutions & Asset Protection
About the role
The Vice President of Member Solutions and Asset Protection provides executive leadership, strategic direction, and operational oversight for functions focused on member support, delinquency management, and asset recovery. This role is accountable for developing and executing long-term strategies that balance member-focused solutions with strong governance, compliance, and asset quality outcomes. The Vice President leads high-performing teams across Member Solutions and Asset Protection, fostering a culture of empathy, accountability, and financial well-being while ensuring operational scalability, regulatory adherence, and consistent member experiences.
Essential Functions & Responsibilities
Provides executive leadership and sets the long-term strategic direction for the Member Solutions and Asset Protection departments. Develops and executes a forward-thinking operating model designed to scale with organizational growth, expanding loan portfolios, and evolving member needs. Identifies emerging industry trends, innovative servicing strategies, and digital capabilities that position the department for future readiness. Establishes and communicates a clear departmental vision aligned with the credit union's enterprise strategic priorities and business plan objectives. Leads executive-level collaboration with the SVP of Consumer and Mortgage Lending, Chief Lending Officer, and cross-functional partners in lending, compliance, legal, finance, operations, and member experience.
Maintains comprehensive governance frameworks governing all Member Solutions and Asset Protection activities, ensuring consistent adherence to federal and state regulatory requirements, credit union policy, and applicable legal standards. Oversees legally sensitive operational areas including repossessions, foreclosures, bankruptcy administration, deceased member account administration, credit bureau reporting and dispute resolution, and charge-off recovery processes. Leads audit readiness, policy governance, and control environment effectiveness. Ensures multi-state regulatory compliance as the credit union's service areas grow and expand. Monitors the regulatory landscape proactively, partnering with legal and compliance teams to anticipate and respond to emerging obligations.
Directs the continuous improvement of departmental operations through strategic process redesign, automation initiatives, and technology enablement. Champions the adoption of digital servicing capabilities and member self-service solutions that improve engagement, reduce friction, and enhance the overall member experience. Leverages portfolio analytics and data intelligence to evaluate operational performance, identify emerging risk trends, and drive evidence-based decisions. Ensures effective management reporting processes provide leadership with timely, accurate insight into departmental performance, delinquency trends, asset quality, and recovery outcomes. Manages the department's operational budget with fiscal discipline.
Builds, develops, and retains a high-performing team of managers and specialists capable of executing the department's strategic and operational objectives at scale. Establishes clear accountability frameworks, performance metrics, and coaching cultures that drive excellence and continuous improvement. Leads succession planning and talent pipeline development within the department. Fosters an organizational culture grounded in empathy, member advocacy, accountability, and professional growth. Ensures high staff engagement and satisfaction through meaningful development opportunities, recognition, and inclusive leadership. Recruits and develops supervisory leaders who embody the credit union's values and service philosophy.
Holds a member-first philosophy throughout all departmental functions, ensuring that every member interaction, regardless of the nature of the financial challenge, reflects the credit union's commitment to compassion, respect, and solutions-oriented service. Directs the development and ongoing evaluation of payment assistance strategies, workout arrangements, and financial wellness resources that support members through periods of hardship while preserving long-term relationships and protecting the credit union's financial health. Serves as an executive advocate for members' financial well-being within the organization.
Knowledge & Skills
Experience: Five years to eight years of similar or related experience.
Education: (1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree).
Interpersonal Skills: Work involves extensive personal contact with others at all levels of the organization and is frequently of a sensitive or confidential nature. Motivating, influencing, and developing others is central to this role. The ability to build trust, navigate complex stakeholder relationships, and communicate with clarity and empathy across internal and external audiences is essential.
Other Skills: Executive-level experience directing and growing a Member Solutions or recovery function within the financial industry. Comprehensive understanding of federal and state regulatory requirements governing collections, asset recovery, bankruptcy, credit reporting, and related legal processes. Proven ability to develop and execute multi-year departmental strategies aligned with organizational priorities. Strong skills in data analysis, portfolio risk management, and performance metrics development. Demonstrated ability to lead technology enablement and process automation initiatives. Confident decision-making in ambiguous or evolving regulatory environments. Exceptional written and verbal communication skills with the ability to influence multiple audiences. Proficient in Microsoft Office Suite and experienced with lending, servicing, and decisioning systems.
Physical Requirements
Some adjusting or moving objects up to 30 pounds in all directions. Must be able to remain in a stationary position, often standing or sitting for prolonged periods. Repeating motions that may include the wrists, hands and/or fingers while using computer. Communicating with others to exchange information. Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed information through oral communication and make fine discernments in sound. Close and continuous visual acuity to perform activities such as: preparing and analyzing data and figures, transcribing, viewing a computer terminal and extensive reading.
Work Environment
This job is an exempt position that requires flexibility in scheduling tasks and projects. The employee must independently monitor hours and judge the time needed to be spent on applicable duties. Employee must be capable of adjusting to unpredictable schedules proactively.
Exposed to potentially hazardous conditions, i.e., robbery. Travel to all credit union regions may be required. May require working Saturdays or Sunday.