Join Our Team as Manager, Member Solutions (Collections)

Company: PHEPLE FCU

Job Type: Full-Time / Non-Exempt

Pay Range: $23.33 – $34.99 / hour 

About the Role

Are you an empathetic, solution-oriented professional who excels at helping members navigate challenging financial situations? PHEPLE FCU is seeking a Manager, Member Solutions (Collections) to oversee and drive our collections and recovery strategy!

In this hybrid, member-centric role, you will lead the department's performance by engaging directly with delinquent borrowers, evaluating complex financial situations, and building tailored solutions (like loan modifications) to help members stay on track You'll also manage key third-party partner relationships and analyze underwriting trends to protect the credit union's portfolio

If you bring strong diplomacy, problem-solving skills, and a supportive approach to member service, we want to hear from you

Key Responsibilities

• Consultative Outreach: Connect with members via phone, email, text, and mail to understand financial hardships and craft personalized repayment solutions

• Complex Case Evaluation: Analyze borrower financials to recommend loan modifications, charge-offs, repossessions, or foreclosure/bankruptcy proceedings when necessary

• Partner & Legal Management: Oversee relationships with legal counsel and third-party collection agencies, ensuring seamless document coordination and service standards

• Trend Analysis & Reporting: Track delinquency and charge-off trends, identify underlying underwriting insights, and present key recommendations to leadership

• Dispute Resolution & Recovery: Process credit disputes through E-OSCAR and manage recovery efforts for charged-off loans and credit cards

What We’re Looking For

• Experience: 3 to 5 years of similar or related collections experience

• Education: Associate degree, specialized certification/licensing, completed specialized vendor training courses, or equivalent experience

• Key Skills:

  • Exceptional verbal and written communication skills with a focus on active listening, empathy, and negotiation

  • Deep understanding of collection laws, compliance regulations, and systems like E-OSCAR

  • High level of trust, diplomacy, and interpersonal influence to build trust with members

  • Ability to analyze financial data and manage workflows independently

• Values Alignment: A strong commitment to our core values: Teamwork, Positivity, Respect, Supportiveness, and Integrity

Why PHEPLE FCU?

At PHEPLE FCU, our approach is built on our member service standards: Engage, Educate, and Respect.  We offer a hybrid work setup, competitive hourly compensation, and a collaborative environment where you can make a meaningful difference in members' lives.

Ready to Apply?

Take the next step in your career! Please submit an application and your resume at www.pheplefcu.org/careers to join the PHEPLE FCU team.