Member Solutions Lead

Position Summary

This position allows for an optional hybrid work arrangement which includes a combination of both in-office and remote work on a weekly basis. To be eligible for the program, employees must complete a minimum of 90 days of continuous employment, be in good standing, and agree to the terms of a Work from Home Agreement prior to being eligible for hybrid work. The employee’s request is subject to supervisor approval. Working locations and hybrid schedules may be altered at management discretion.

The Member Solutions Lead is responsible for day-to-day operations of the Solutions phone representatives through queue assignments, queue review, call reviews, and escalated calls. The Lead will provide front line guidance through mentoring and coaching, to best serve the members through financial difficulties while adhering to Launch Credit Union policies, procedures, and core values.

Primary Responsibilities

1. Serve as subject matter expert for the Member Solutions Department.2. Establish daily workload for Member Solutions Representatives, Queue assignments, and special projects.3. Monitor phone system for calls in the queues.4. Handles escalated calls within the Member Solutions Department and have decision-making authority on waving late fees, reversals, workout arrangements that best meet the needs of the CU and working with the members.5. Assists Member Solutions Manager in monitoring/reporting on Member Solutions Representatives meeting monthly call goals, inbound and outbound, and assist Member Solutions Manager in developing plans if goals are not met.6. Involved in planning meetings with Member Solutions Representatives.7. Conduct Call Reviews for each Member Solutions Representative using phone system, which includes reviewing and grading calls, and providing feedback and guidance/coaching.8. Recommends and submits possible workouts, RBO’s or TDR’s.9. Recommends and assigns loans for further action; repossessions, replevins, skip claims or other legal means to recover collateral.10. Review Mortgage/HELOC loans for foreclosure recommendations with VP, Member Solutions.11. Provides feedback to Member Solutions Manager on work performance for each Member Solutions Representative from weekly call reviews.  12. Makes member contact when necessary to arrange satisfactory settlements of delinquent accounts. 13. May participate in interviews for Member Solutions Representatives and provide feedback.

Other Responsibilities

Supervisory Responsibilities

Manages the day-to-day operations and staff within assigned areas of responsibility. The incumbent will assist with the overall direction, coordination and evaluation of assigned areas of responsibility and execute supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include, but are not limited to, participating in the interview process, training of employees; planning; assigning and directing work; addressing complaints and resolving escalated concerns.

Education, Experience, and Skills Required

1. A high school education or GED. 2. Minimum of 5 years’ experience working for a financial institution.3. Minimum of 3 years of similar or related experience with all forms of Collection accounts – Commercial, Consumer, Collateralized, Unsecured, Revolving. 4. Minimum of 2 years’ experience leading, training or managing employees.5. Experience with Credit Bureau Disputes, E-Oscar, Experian, TransUnion, and Equifax.6. Familiar with debt negotiations, direct negotiations, and 3rd party negotiations.7. Small Claims Court Filing and navigating the judicial process.8. Displays courtesy, tact, and diplomacy during personal contact with others inside and/or outside the credit union for purposes of giving or obtaining information, building relationships and soliciting cooperation.9. Must have a good understanding of how to read credit reports, analyze income and other documents included with our loan products.  10. Strong communication, analytical, time management and leadership skills. Good organizational skills, accurate and pays extreme attention to detail. 11. Maintains up-to-date knowledge and understanding of required State, Federal, CFPB, UCC Investor, and PMI guidelines related to all collection’s activities including Foreclosure, Short Sale/REO, Bankruptcy, Repossession and Liquidation.