Member Solutions Assistant Manager

Seattle Credit Union is dedicated to helping our members achieve financial prosperity by providing education and banking services that meet their personal goals. We are Inclusive, Inventive and Invested. We are Seattle Credit Union - we build strong and trusting relationships in service of our Mission.

MEMBER SOLUTIONS ASSISTANT MANAGER

Department: Member Solutions

FLSA Status: Non-Exempt

ABOUT THE ROLE:

Seattle Credit Union is dedicated to helping our members achieve financial prosperity by providing education and banking services that meet their personal goals. We are Inclusive, Inventive and Invested. We are Seattle Credit Union - we build strong and trusting relationships in service of our Mission.

We are looking for a Member Solutions Assistant Manager who is driven to make a positive impact on the employees’ experience. You are a strategic thinker with a bias for action. You have a relentless pursuit of excellence while bringing others along. You do not settle for mediocrity and are comfortable with challenging the status quo. If you’re always looking for more efficient and innovative ways of working, are thoughtful, intentional, and collaborative, we would love to talk to you!

The Member Solutions Assistant Manager will focus on quality control to oversee the collection process, ensuring compliance with regulations and standards, while also managing staff and implementing quality control measures. They are responsible for monitoring collections activities, providing guidance to staff, and implementing corrective actions to improve efficiency and accuracy. This is an exciting opportunity to bring forth innovative ideas and see those ideas come to life!

WHAT YOU WILL DO:

• Overseeing all activities related to the collection of accounts.
• Perform quality control checks on collection activities, ensuring accuracy and adherence to established standards.
• Actively engage and motivate department staff to help foster a culture of excellence and results.
• Effectively manage direct reports, showing proficiency in setting expectations, delegating, organizing work, and providing constructive feedback in a timely manner.
• Lead all department operations in the absence of the Member Solutions Manager.
• Lead on all member complaint resolutions.
• Produce various monthly reports to support department operations and decision making.
• Provide staff training and make recommendations to the manager regarding staff development opportunities/needs.
• Produce and recommend inventive solutions to a wide range of new and unique situations.
• Lead by example in collecting from members at all stages of delinquency, up to and including charge-off.
• Demonstrate excellent service skills in all interactions with employees and members.
• Actively participate in the direction of department and determination of work assignments.
• Able to function as primary or back up in all areas of collections, such as real estate, bankruptcy and repossessions, as needed.
• Participate in the monitoring and updating of department procedures, compliance and risk assessments and make recommendations for improvements.
• Supervise department vendor management, including the on-boarding of new vendors and on-going due diligence requirements.
• Proactively engage legal counsel when warranted.
• Handle all administration functions of the Temenos Lifecycle Management Suite, including managing open support ticket items.
• Represent the credit union in court or at industry meetings and training conferences, when applicable.
• Partners with internal and external clients using excellent written, verbal, and interpersonal communication skills.
• Advances multiple projects and responsibilities simultaneously.
• Demonstrates commitment to SCU values.
• Analyzes and overcomes objections; demonstrates collaborative teamwork and critical thinking skills.
• Other duties as assigned.

WHAT YOU WILL BRING:

Basic Qualifications:

• Two years of college or equivalent work experience
• Minimum of 6 years collections experience; at least 3 years in a credit union or other financial institution.
• Minimum 3-year experience handling repossessions, bankruptcy, and mortgage collections. Including forbearance and foreclosure.
• Minimum of 3 years as a people leader.
• Keen eye for accuracy and attention to detail.
• Comprehensive knowledge of local, state, and federal regulations such as the Fair Debt Collection Practice Act, UDAAP, Reg Z, and Bankruptcy laws.
• Proficiency with Microsoft Office applications (Outlook, Word, Excel, PowerPoint, Visio).

Preferred Qualifications:

• Knowledge of Freddie Mac guidelines and reporting.
• Minimum of 1 year leading a team in a remote environment.

Working Conditions:

• This is a hybrid role with work performed remotely as well as in an office and/or branch environment in the Greater Seattle area of Washington State.
• Team members may attend special off-hour meetings and seminars.
• The nature of work may include prolonged periods sitting at a desk and working on a computer.

Benefits:

Seattle Credit Union supports and invests in our employees. We offer many great benefits including zero contribution medical, dental, and vision plans for our employees. Additionally, SCU offers a generous paid time off program as well as a 401k plan with a dollar-for-dollar employer match up to 5%.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.