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.

Member Solutions Supervisor

ACCOUNTABILITY STATEMENT

This key position conveys to the members a professional image of VyStar, works to develop and encourage strong team participation within the Member Solutions Department to obtain individual, department and organizational goals. Fosters a “can do” attitude to successfully motivate staff to strive towards department goal objectives by understanding and supporting the credit union’s yearly business plan. Maintains a high level of participation within VyStar’s leadership team and promotes reinforcement and support of decisions rendered by the credit union and/or management. Responsible for managing the collection staff and taking action beyond the Member Solutions Representatives experience or ability, to effectively reduce VyStar’s exposure to loss caused by delinquent accounts. Understands ramifications of errors may subject the credit union to losses and/or litigation.

ESSENTIAL JOB FUNCTIONS

• Reviews Member Solutions Representative’s work by means of collection comments, case load analysis, call monitoring and periodic desk reviews.  Approves advanced collection efforts beyond the Member Solutions Representative’s authority (foreclosure, repossession, suit, etc.).  Develops and recommends loan change agreements to Lending Staff.

• Contacts members to effect collection on accounts in which Member Solutions Representatives were unsuccessful.  Recommends unsecured accounts to be charged-off as uncollectible.

• Trains, monitors, coaches, and develops Collectors on collection procedure, on-line collection systems including Temenos, Miser and PSCU. Directly supervises a team of 10 – 15 Member Solutions Representatives.  Is responsible for conducting on the job training, assisting in classroom training, and acting as a role model for Member Solutions Representatives, to ensure the staff is delivering a consistent high level of quality service to our members.   Trains, monitors, coaches, and develops Member Solutions staff daily. Monitors these techniques and daily performance of Member Solutions staff and recommends areas of opportunity when needed.

• Incumbents are expected to spend 50% of their time coaching and developing Member Solutions staff.

• Coach employees for performance improvements, personal development and ensures their schedule adherence. 

• Maintains confidentiality and integrity of all member accounts, as well as confidentiality with employees.

• Provides technical assistance regarding VyStar services, policies, and procedures.

• Answers members’ questions and resolves escalated member issues regarding VyStar services, policies, and procedures.

• Monitors calls weekly on each Member Solutions Representative on their team.

• Is visible and accessible on the floor to all Member Solutions Representatives to be able to respond to their questions and work needs.

• Works to create a positive work environment to promote team synergy

• Accountable for conflict resolution within the team environment.

• Prepares and administers disciplinary write-ups as needed.

• Conducts timely team meetings to ensure Member Solutions Representatives are informed of the most up to date and new processes and procedures as needed.

• Encourages and supports employees to exercise decision making authority that is given to them by encouraging them to make judgments and decisions in the best interest of the member and organization by always doing the right thing.

• Actively participates in VP/AVP/Managers/Supervisors meetings to discuss process improvements and procedure changes to identify and eliminate inefficiency.  May join a process team to execute and implement enhancements.

• Directly responsible and held accountable for teams’ productivity, quality, accuracy, and professionalism.

• Must be proficient in all technology, including Verint, Blue Pumpkin, Report Portal, SmartWriter, Eport, CentreVue, OMEGA, TWS Research, Meridian Link, Atlas/Miser, and PSCU.

• Monitors Member Solutions fee refund activity reports to coach employees to prevent or minimize unnecessary fee refunds.

• Empowered to handle escalated member problems and complaints and refers exceptional problems or issues requiring deviation from established policies and procedures to the Vice President Member Solutions & Loss Mitigation.

• Closes and balances branch daily business.  Investigates and resolves out of balance situations.

• Interviews job applicants as needed.

• Works with the Vice President Member Solutions & Loss Mitigation to complete and administer annual evaluations.

• Monitors inbound and outbound calls for quality assurance.

• Ensures team members adhere to VyStars Code of Ethics, policies and procedures, and dress code.

• Review’s Member Solutions Representatives’ queue productivity, follow-up exceptions, daily performance activity, broken promise reports, attendance, and punctuality.

• Monitors the Negative Shares portfolio to determine trends and behaviors of the portfolio.

• Validates member concern for representative collection activity and reporting to credit bureaus.

• Assumes duties of the Vice President Member Solutions & Loss Mitigation in the event of absence within the scope of authority assigned.
• Performs other duties as assigned
• 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.

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job.

Ø     Focus           Focus your full attention by carefully listening to and observing your client or member.

Ø     Connect       Consistently is friendly and approachable.  Demonstrate you care.

Ø     Understand     Listen empathetically and ask questions. (70%/30%)

Ø     Counsel       Recommend solutions based on your client’s or member’s needs and objectives.

Ø     Advance        Ensure that member's expectations were exceeded.

Verify necessary follow-up action.

JOB QUALIFICATIONS

EDUCATION & EXPERIENCE

• Either an Associates Degree or work experience equal to four years of supervisory experience may be substituted for Associates Degree.
• A minimum of two years experience in a position of collections, or financial interviewing, or credit investigation, or credit decision making, or direct member/customer service contact.   Financial institution experience is preferred.
• A minimum of two years experience in leadership or supervisory position is preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent written and verbal communication skills, problem solving skills and ability to relate well with others are required.
• Must possess strong teaching and mentoring skills and commitment to quality member service.  Must be able to work in a fast paced, changing environment to have a strong desire to assist members in meeting their financial needs.
• Position requires interpretation of auditory sources of information, i.e., group meetings, telephone calls, manual dexterity to permit interaction with a computer keyboard, the ability to organize and interpret data and visual interpretation, i.e., reports and computer displays.

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 is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.

No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

Thank you for your inquiry regarding our current job opening.  Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.

Thank you again for your interest in this position!

VyStar Credit Union Human Resources