Manager Member Resolution

Come join our GTE Financial team!

We are looking for an organized, professional, strategic individual to join asa Manager of Member Resolution - Mortgage Default. The Manager of Member Resolution and Repossession and Recovery works in concert and is responsible for managing all collection, repossession, recovery, and administrative functions of the Member Resolution Department. The Manager of Member Resolution and the Repossession and Recovery Manager assist the Vice President of Member Resolution with developing and implementing collection goals, guidelines, and strategies. The Manager of Member Resolution and the Repossession and Recovery Manager ensure that all departmental goals are met and that all established procedures are being adhered to. The Manager of Member Resolution and the Repossession and Recovery Manager also manage, coordinate, motivate, and ensure the continued development of the Member Resolution Supervisors. The Manager of Member Resolution and the Repossession and Recovery Manager support and take action to achieve the credit union's established philosophy and strategic initiatives.

What does GTE look for in a Manager of Member Resolution - Mortgage Default?

Strategic:

• Manage the collection and control of delinquency and loan loss for all credit union productswhile promoting a "resolution" methodology to ensure an improved member experience and encourage more robust relationships between credit union and members.
• Manage the mortgage loan servicing process to ensure that mortgage delinquency and losses are acceptable. This includes loss mitigation and the approval of all loan work-outs.
• Oversee and review processes to recommend accounts for repossession, foreclosure, charge-off, extension, and alternate payment solutions, including the We Can Help program.
• Monitor accounts throughout the foreclosure and REO process.
• Create and implement performance metrics for Member Resolution supervisors and staff to meet delinquency and charge-off goals while providing members with "the best value and service with complete confidence." Establish departmental and individual goals that are consistent with the annual plan.
• Serve as a replacement for the VP of Member Resolution in their absence and back-up to theVP as needed.
• Understand and interpret the FDCPA and applicable state laws, including the FCCPA, to ensure full compliance among the team and department.

Leadership:

• Coach, train, and manage assigned staff, ensuring adherence to Credit Union and departmental standards. Prepare timely evaluations that measure employee performance and provide direction for future growth and development. Practice Integrity Coaching principles.
• While utilizing Integrity Coaching and The Member Advantage principles, provide ongoing coaching, mentoring, and training for all staff within areas of responsibility to develop fully engaged employees and encourage optimal performance. Meet with staff on a timely basis to conduct performance evaluations, using Success Factors as performance measures.
• Ensure the allocation of staff and other departmental and organizational resources is practical and efficient and supports the credit union's business needs.
• Ensure monthly scorecards are completed, and supervisors provide regular feedback on results to staff, as required.
• Identify opportunities for process improvements and demonstrate the ability to execute recommendations, develop, and implement such projects.
• Respond to and resolve escalated member complaints as necessary.
• Monitor the department for quality assurance and compliance and ensure the department is adhering to due diligence requirements.

Operations:

• Ensure timely and accurate production of all departmental reports, including month-end reporting.
• Have a general knowledge of the Credit Union policies and state/federal regulations regarding all products.
• Maintain effective communication with all Credit Union management and non-management employees (internal customers) to ensure coordination and exchange of information for accomplishing Credit Union goals.
• To attain Credit Union goals, it is the responsibility of each employee to strive for the continuous improvement of processes and quality service to internal and external customers.
• Must demonstrate a functional knowledge of the Bank Secrecy Act and other Federal laws, including but not limited to the U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.

Required Qualifications:

• Undergraduate degree.
• Minimum five years of experience in the credit and collections industry, preferably in the consumer financial services industry, with at least one year of supervisory experience or acombination of education and experience.

Position Details:

• Location: Downtown Tampa - GTE Headquarters
• Department Hours: Monday- Friday (8:00 am to 6:00 pm)

Full-time hours required, with additional hours as necessary to accomplish objectives, goals, and projects.

Work arrangement will primarily be working onsite at our CFC locations and sometimes remote or in the office. The position, however, is defined as hybrid in nature, (in-office, or remote) and may be changed at any time by management with appropriate notice, if possible.

Required for Remote/Hybrid Work:

• A quiet workplace so you can focus on delivering excellent service to our members.
• Must live in a location that can leverage an existing high-speed internet service.
• Minimum upload speed 5 MB/s, preferred upload speed 25 MB/s.
• Minimum download speed 25 MB/s, preferred download speed 50 MB/s.
• Candidates must provide and meet all technical requirements prior to the first day of training.
• Candidates must live within driving distance of the office location and be able to regularly commute to and from the office location as needed.

Come and join our award-winning team!

GTE Financial is an Equal Opportunity Employer.

Note: The above statements describe the general nature and level of the work being performed and are not an exhaustive list of all responsibilities of an employee in this job. GTE reserves the right to revise or change job duties as management directs. Furthermore, they do not establish an employment contract and are subject to change at the employer's discretion.