VyStar Credit Union
Member Solutions Recovery & Sales Manager
VyStar Credit Union, Jacksonville, Florida, United States, 32201
Member Solutions Recovery & Sales Manager
At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week. We encourage you to become a part of VyStar Credit Union's family of employees. Accountability Statement
The incumbent in this position is responsible for all facets and management of the post-charge-off collection efforts within the Member Solutions Department. The Member Solutions Recovery & Sales Manager leads the Recovery team members in achievement of excellent member service, operational excellence, and meeting organizational goals. Oversees the Recovery collections call center, post charge-off collections efforts, legal strategies, agency and debt sale management. Leads the Recovery team with demonstrated high-level knowledge of collections technology, analytics, regulations, functional expertise, and employee engagement focus. The Member Solutions Recovery & Sales Manager ensures adherence to collections policies and procedures and to state and federal laws and regulations pertaining to Consumer, Commercial & Mortgage product lines. Therefore, the incumbent will need a vast knowledge of the following regulations and agencies, Equal Credit Opportunity Act (ECOA), Truth in Lending Act, Real Estate Settlement Procedures Act (RESPA), Federal Housing Adminstration (FHA), Veteran's Affairs (VA), Fannie Mae (FNMA), Telephone Consumer Protection Act (TCPA), Servicemembers Civil Relief Act (SCRA), Fair Credit Reporting Act (FCRA), Fair Debt Collections Practice Act (FDCPA), UDAAP and Federal Bankruptcy Laws. Incumbent must understand how Artificial Intelligence (AI), machine-learning, advanced data analytics, and Robotics Process Automation (RPA) can maximize efficiency, service, and lead to optimal employee and member experiences. Such results will be essential in evaluating staff adherence to KPI's. Essential Functions
Plans, organizes, evaluates and manages the work staff within the Recovery unit; utilizes resources effectively; implements plans, programs and work processes and procedures necessary to achieve desired results; coordinates and integrates functions within the department and across the Credit Union. Assesses department processes, procedures, and practices to identify areas of increased efficiency and/or effectiveness. Proposes and implements solutions to address identified gaps and increase the overall effectiveness of the department and achievement of departmental goals. Responsible for strategy implementation to improve technology and drive business results. Ensure compliance with applicable regulations including but not limited to CFPB, FCRA, FCCPA, FDCPA, BSA, TCPA, and other collection/recovery related regulations and requirements. Provides leadership and works with staff to develop and retain highly competent, member service-oriented staff through training and day-to-day management practices that support the Credit Union's mission and strategic goals: ensures that the Supervisor and team members are well informed, and the continuity of the function is ensured by trained back up personnel for each area of focus. Works in conjunction with the Risk Compliance & Decision Support Analyst, AVP, Recovery Strategy & Sales and VP, Member Solutions for setting the annual recovery budget based on desired AOP projections. Serves as a subject matter expert in all phases of collections. Acts as a liaison with attorneys and third-party vendors; carries out contract reviews; directs, analyzes and monitors all activities related to post charge-off recovery, legal remedies, agency placements, debt sales and other means of maximizing recoveries to the Credit Union. Analyzes new vendors, products, and services and ensures department readiness for execution. Oversight of all post charge-off referrals, litigation, and debt sales of post charge-off and bankruptcy accounts within each assigned portfolio. Periodically attend Small Claims Court and other Collections related court hearings as a representative of VyStar Credit Union on scheduled court dates seeking judgments or stipulation agreements. Maintains current information regarding credit union policies, procedures, service products, or loans and deposits related regulations as well as system updates to perform duties properly. This may include taking courses in VyStar Learning Center or attending training classes that are provided by the other departments. Responsible point of contact for the coordination of portfolio sales and inventory management. Responsible for effective communication with senior management on all facets of the debt sale process and post-charge-off strategy and performance. Responsible for strategy implementation to improve technology and drive business results. Demonstrates an ongoing comprehensive working knowledge of regulations governing the collections industry. Accountable for year-end tax reporting for IRS and to ensure that comprehensive reconciliation processes are in place to ensure compliance. This requires strong familiarity with 1099C & 1096 reporting, cancellation of debts as defined by the IRS and ensuring timely filing with IRS. Will present to Department Leadership monthly, inhouse recovery performance, legal agency performance and debt sale performance including any areas of opportunity identified. Develops teamwork and collaborative relationships within the Credit Union. Promotes the Credit Union by participating in community involvement and special events. All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance. Performs other duties as assigned. VyStar Excellence Behaviors
Focus:
Focus your full attention by carefully listening to and observing your client or member. Connect:
Consistently be friendly and approachable. Demonstrate you care. Understand:
Listen empathetically and ask questions. (70%/30%) Counsel:
Recommend solutions based on your client's or member's needs and objectives. Advance:
Ensure that member's expectations were exceeded. Verify necessary follow-up action. Job Knowledge, Skills & Abilities
A minimum of five years of management experience of which 3 years in a debt collections environment is required. Experience in mortgage, call center or customer service environment with a financial institution is preferred. Experience with developing other leaders is preferred. Ability to define problems, aggregate facts and draw valid conclusions. Strong ability to assess, automate, and simplify with little direction. Strong process mindset to create structure and set clear direction and expectations. Knowledgeable in collections systems and applied technology with the ability to learn new systems. Strong knowledge of all laws and regulations associated with consumer rights and collections. Computer literacy is required. Advanced proficiency in Microsoft Office products such as Excel, Power Point and Word is required. The successful candidate for this job should have the ability to interact effectively with members, employees, and management, to ensure smooth workflow and provide efficient and consistent results. A congenial attitude in dealing with people, and well-developed verbal and written communication skills are a must. First Data Resources (FDR)/Fiserv experience, preferred. Spanish-speaking skills are highly preferred. Education Required
A Bachelor's degree is required or may substitute 4 years' experience leading in a collection, mortgage, call center or customer service environment within a financial institution. Continuing education via local conferences, workshops, and webinars is required for updates and/or changes in the handling of the Consumer, Mortgage & Commercial loans governed federal and state regulations. Incumbent must maintain knowledge on all current requirements, industry changes and routinely share that knowledge with all staff members. Disclaimers and Work Environment
Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects. VyStar Credit Union
At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week. We encourage you to become a part of VyStar Credit Union's family of employees. Accountability Statement
The incumbent in this position is responsible for all facets and management of the post-charge-off collection efforts within the Member Solutions Department. The Member Solutions Recovery & Sales Manager leads the Recovery team members in achievement of excellent member service, operational excellence, and meeting organizational goals. Oversees the Recovery collections call center, post charge-off collections efforts, legal strategies, agency and debt sale management. Leads the Recovery team with demonstrated high-level knowledge of collections technology, analytics, regulations, functional expertise, and employee engagement focus. The Member Solutions Recovery & Sales Manager ensures adherence to collections policies and procedures and to state and federal laws and regulations pertaining to Consumer, Commercial & Mortgage product lines. Therefore, the incumbent will need a vast knowledge of the following regulations and agencies, Equal Credit Opportunity Act (ECOA), Truth in Lending Act, Real Estate Settlement Procedures Act (RESPA), Federal Housing Adminstration (FHA), Veteran's Affairs (VA), Fannie Mae (FNMA), Telephone Consumer Protection Act (TCPA), Servicemembers Civil Relief Act (SCRA), Fair Credit Reporting Act (FCRA), Fair Debt Collections Practice Act (FDCPA), UDAAP and Federal Bankruptcy Laws. Incumbent must understand how Artificial Intelligence (AI), machine-learning, advanced data analytics, and Robotics Process Automation (RPA) can maximize efficiency, service, and lead to optimal employee and member experiences. Such results will be essential in evaluating staff adherence to KPI's. Essential Functions
Plans, organizes, evaluates and manages the work staff within the Recovery unit; utilizes resources effectively; implements plans, programs and work processes and procedures necessary to achieve desired results; coordinates and integrates functions within the department and across the Credit Union. Assesses department processes, procedures, and practices to identify areas of increased efficiency and/or effectiveness. Proposes and implements solutions to address identified gaps and increase the overall effectiveness of the department and achievement of departmental goals. Responsible for strategy implementation to improve technology and drive business results. Ensure compliance with applicable regulations including but not limited to CFPB, FCRA, FCCPA, FDCPA, BSA, TCPA, and other collection/recovery related regulations and requirements. Provides leadership and works with staff to develop and retain highly competent, member service-oriented staff through training and day-to-day management practices that support the Credit Union's mission and strategic goals: ensures that the Supervisor and team members are well informed, and the continuity of the function is ensured by trained back up personnel for each area of focus. Works in conjunction with the Risk Compliance & Decision Support Analyst, AVP, Recovery Strategy & Sales and VP, Member Solutions for setting the annual recovery budget based on desired AOP projections. Serves as a subject matter expert in all phases of collections. Acts as a liaison with attorneys and third-party vendors; carries out contract reviews; directs, analyzes and monitors all activities related to post charge-off recovery, legal remedies, agency placements, debt sales and other means of maximizing recoveries to the Credit Union. Analyzes new vendors, products, and services and ensures department readiness for execution. Oversight of all post charge-off referrals, litigation, and debt sales of post charge-off and bankruptcy accounts within each assigned portfolio. Periodically attend Small Claims Court and other Collections related court hearings as a representative of VyStar Credit Union on scheduled court dates seeking judgments or stipulation agreements. Maintains current information regarding credit union policies, procedures, service products, or loans and deposits related regulations as well as system updates to perform duties properly. This may include taking courses in VyStar Learning Center or attending training classes that are provided by the other departments. Responsible point of contact for the coordination of portfolio sales and inventory management. Responsible for effective communication with senior management on all facets of the debt sale process and post-charge-off strategy and performance. Responsible for strategy implementation to improve technology and drive business results. Demonstrates an ongoing comprehensive working knowledge of regulations governing the collections industry. Accountable for year-end tax reporting for IRS and to ensure that comprehensive reconciliation processes are in place to ensure compliance. This requires strong familiarity with 1099C & 1096 reporting, cancellation of debts as defined by the IRS and ensuring timely filing with IRS. Will present to Department Leadership monthly, inhouse recovery performance, legal agency performance and debt sale performance including any areas of opportunity identified. Develops teamwork and collaborative relationships within the Credit Union. Promotes the Credit Union by participating in community involvement and special events. All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance. Performs other duties as assigned. VyStar Excellence Behaviors
Focus:
Focus your full attention by carefully listening to and observing your client or member. Connect:
Consistently be friendly and approachable. Demonstrate you care. Understand:
Listen empathetically and ask questions. (70%/30%) Counsel:
Recommend solutions based on your client's or member's needs and objectives. Advance:
Ensure that member's expectations were exceeded. Verify necessary follow-up action. Job Knowledge, Skills & Abilities
A minimum of five years of management experience of which 3 years in a debt collections environment is required. Experience in mortgage, call center or customer service environment with a financial institution is preferred. Experience with developing other leaders is preferred. Ability to define problems, aggregate facts and draw valid conclusions. Strong ability to assess, automate, and simplify with little direction. Strong process mindset to create structure and set clear direction and expectations. Knowledgeable in collections systems and applied technology with the ability to learn new systems. Strong knowledge of all laws and regulations associated with consumer rights and collections. Computer literacy is required. Advanced proficiency in Microsoft Office products such as Excel, Power Point and Word is required. The successful candidate for this job should have the ability to interact effectively with members, employees, and management, to ensure smooth workflow and provide efficient and consistent results. A congenial attitude in dealing with people, and well-developed verbal and written communication skills are a must. First Data Resources (FDR)/Fiserv experience, preferred. Spanish-speaking skills are highly preferred. Education Required
A Bachelor's degree is required or may substitute 4 years' experience leading in a collection, mortgage, call center or customer service environment within a financial institution. Continuing education via local conferences, workshops, and webinars is required for updates and/or changes in the handling of the Consumer, Mortgage & Commercial loans governed federal and state regulations. Incumbent must maintain knowledge on all current requirements, industry changes and routinely share that knowledge with all staff members. Disclaimers and Work Environment
Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects. VyStar Credit Union