Supervisor of Member Solutions

Overview

Compensation: $54,000 - $78,000 based on experience and credentials

Schedule: Monday through Friday between the hours of 7:00 AM - 8:00 PM with a rotating Saturday shift (flexible hybrid)

The Supervisor Member Solutions supervises the collection area within the Member Solutions Department. Key responsibilities include developing complex solutions to reinstate members’ loans to a current status, reestablishing creditworthiness, encouraging financial stability, and mitigating credit union risk. This role minimizes credit union loss and maximizes recoveries by ensuring appropriate staffing coverage to meet the collection and financial counseling needs of members. An ideal candidate can quickly adjust to changing priorities and shifting goals to maximize results enhancing employee or member experience.

Responsibilities

• Supervise the daily operations of the collections area within the Member Solutions Department
• Manage collection queues and accounts activity
• Assist staff with assessing members’ financial situation by analyzing and verifying loan status, income, tax returns, county property tax records, credit, escrow accounts, and other financial obligations
• Coach and train staff to meet Suncoast Credit Union standards and practices
• Ensure the prompt communication of accurate data between credit union staff, members, and computer systems
• Restore past due loans to a current status by communicating with members about their current financial situation and negotiating a repayment plan within member solutions guidelines
• Collect data on the activity and volume of accounts impacted by the collection process
• Analyze process data for strategic and efficient planning
• Create a variety of reports for the department
• Ensure proper policies and practices are implemented by reviewing and submitting workout solutions to the Real Estate Committee for approval
• Collaborate with the Real Estate Committee to approve the best workout solution based on financial analysis from board-approved workout options
• Maintain knowledge of current state and federal programs, such as Florida's hardest-hit program, to benefit members
• Delegate responsibilities to staff and monitor progress
• Set goals and objectives for team members, and guide staff in developing action plans to achieve operational results
• Hire, train, coach, appraise, and reward staff, acknowledge staff feedback or concerns
• Oversee the advancement or disciplinary matters of staff
• Cultivate a strong team by building trust among the team members
• Attend educational events such as conferences, courses, seminars, workshops, and meetings to increase professional knowledge

Qualifications

• High school diploma or equivalent
• 5+ years of collections experience
• Supervisory experience preferred
• Credit Union Financial Counselor Certification preferred
• Ability to work evening and weekend hours outside of normal business operating hours
• Ability to prioritize tasks by effectively managing competing and changing priorities to meet deadlines
• Accurate, detail-oriented, and organized with task management
• Ability to analyze and resolve complex problems
• Strong knowledge and understanding of regulatory compliance
• Strong written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
• Ability to communicate policies, practices, and procedures for direct reports and other stakeholders to understand

Safe Act Statement

This position requires the employee to register as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry (NMLS). The employee will obtain a unique identifier from the registry before engaging in mortgage loan originator activities. The employee must maintain and renew the registration on an annual basis, provide updated registration information with the registry on a timely basis, and provide a unique identifier to consumers as required by applicable SAFE Act regulations and Suncoast Credit Union policies and procedures.

Benefits

• Financial Well-Being: Bonus Program up to 18%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
• Community Involvement: Paid Volunteer Hours
• Growth: Degree Assistance up to $5,000 per year

For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits

Company Overview

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. For more information, please visit our careers site at https://careers.suncoastcreditunion.com/

• Supervise the daily operations of the collections area within the Member Solutions Department
• Manage collection queues and accounts activity
• Assist staff with assessing members' financial situation by analyzing and verifying loan status, income, tax returns, county property tax records, credit, escrow accounts, and other financial obligations
• Coach and train staff to meet Suncoast Credit Union standards and practices
• Ensure the prompt communication of accurate data between credit union staff, members, and computer systems
• Restore past due loans to a current status by communicating with members about their current financial situation and negotiating a repayment plan within member solutions guidelines
• Collect data on the activity and volume of accounts impacted by the collection process
• Analyze process data for strategic and efficient planning
• Create a variety of reports for the department
• Ensure proper policies and practices are implemented by reviewing and submitting workout solutions to the Real Estate Committee for approval
• Collaborate with the Real Estate Committee to approve the best workout solution based on financial analysis from board-approved workout options
• Maintain knowledge of current state and federal programs, such as Florida's hardest-hit program, to benefit members
• Delegate responsibilities to staff and monitor progress
• Set goals and objectives for team members, and guide staff in developing action plans to achieve operational results
• Hire, train, coach, appraise, and reward staff, acknowledge staff feedback or concerns
• Oversee the advancement or disciplinary matters of staff
• Cultivate a strong team by building trust among the team members
• Attend educational events such as conferences, courses, seminars, workshops, and meetings to increase professional knowledge
• High school diploma or equivalent
• 5+ years of collections experience
• Supervisory experience preferred
• Credit Union Financial Counselor Certification preferred
• Ability to work evening and weekend hours outside of normal business operating hours
• Ability to prioritize tasks by effectively managing competing and changing priorities to meet deadlines
• Accurate, detail-oriented, and organized with task management
• Ability to analyze and resolve complex problems
• Strong knowledge and understanding of regulatory compliance
• Strong written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
• Ability to communicate policies, practices, and procedures for direct reports and other stakeholders to understand

Safe Act Statement

This position requires the employee to register as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry (NMLS). The employee will obtain a unique identifier from the registry before engaging in mortgage loan originator activities. The employee must maintain and renew the registration on an annual basis, provide updated registration information with the registry on a timely basis, and provide a unique identifier to consumers as required by applicable SAFE Act regulations and Suncoast Credit Union policies and procedures.

Benefits

• Financial Well-Being: Bonus Program up to 18%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
• Community Involvement: Paid Volunteer Hours
• Growth: Degree Assistance up to $5,000 per year

For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits

Company Overview

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. For more information, please visit our careers site at https://careers.suncoastcreditunion.com/