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Assistant Manager of Member Solutions Support

2 months ago

Farmington, Michigan, United States Community Choice Credit Union Full time
Job Overview

Objective & Core Principles

The main objective of this role is to support Community Choice Credit Union in fulfilling its mission: assisting our community in achieving their desired lives. A crucial aspect of this mission is delivering exceptional service to both internal and external members while embodying our core principles.

Role Summary

The Assistant Manager of Member Solutions Support is tasked with guiding, mentoring, and enhancing the performance of the Member Solutions Support team in executing all support functions within the Member Solutions division. This role ensures that the overall operations of Member Solutions align with the organization's objectives and comply with regulatory standards.

Key Competencies

  • Core Principles:
    1. Dedicated: We are devoted to serving Michigan, adhering to the foundational principles of service, integrity, and respect for all individuals.
    2. Generous: We contribute significantly every day to our members, communities, and each other, committed to supporting Michigan through our time and services.
    3. Trustworthy: We act as our Members' reliable financial advisors; every team member plays a vital role in the financial well-being of our Members and the success of Community Choice Credit Union.
    4. Collaborative: We function as a cohesive unit, working together to achieve and celebrate success while continuously enhancing the service we provide to our members and communities.

Position Responsibilities

  1. Team Development: Foster each team member's growth by identifying improvement areas and recognizing strengths. Communicate corporate values and objectives clearly, building trust through respectful interactions and transparent communication. Ensure team members understand their responsibilities and expectations, providing mentorship and accountability.
  2. Strategic Decision Making: Collect relevant information to assess risks and benefits of various approaches in decision-making. Maintain focus on objectives, considering both immediate and long-term impacts while collaborating with essential stakeholders.
  3. Results Orientation: Set ambitious goals and take personal responsibility for achieving them. Prioritize resources effectively, inspire performance, and measure outcomes diligently. Maintain a strong sense of urgency in achieving objectives and celebrate successes.
  4. Mastery of Duties: Demonstrate proficiency in essential job functions, contributing positively to productivity and value within the role.
  • Develop and uphold Member Solutions workflow processes and standard operating procedures to enhance efficiency.
  • Engage in project management and implementation of new Member Solutions products and enhancements, ensuring readiness and testing align with project goals.
  • Compile monthly reports detailing key performance indicators, operational updates, and team achievements.
  • Oversee communication channels to ensure adherence to credit union values and compliance with applicable laws.
  • Manage escalated inquiries from members by actively listening, gathering information, and providing solutions.
  • Supervise all support functions, including bankruptcy, garnishments, levies, repossessions, credit disputes, and lawsuits.
  • Contribute to the development of the Member Solutions Business Plan, aligning individual and departmental goals with organizational objectives.
  • Assist in maintaining the accuracy and compliance of Member Solutions operations, ensuring adherence to regulations.
  • Oversee quality control within Member Solutions, recommending improvements to processes.
  • Collaborate with auditors to ensure compliance with policies and regulations.
  • Prepare reports to track and communicate business unit achievements and challenges.
  • Mentor direct reports through regular one-on-one sessions and communications.
  • Maintain relationships with external vendors related to tools and resources utilized by the team.
  • Monitor the recovery and sale of repossessed and foreclosed assets to maximize value.
  • Work with legal counsel on collection and recovery activities.
  • Evaluate real estate collateralized delinquent loans to determine equity positions and recommend loss mitigation actions.

Qualifications

To excel in this role, candidates must demonstrate the ability to fulfill essential duties effectively. The following qualifications are essential:

Remote Work Capability

This position is fully eligible for a hybrid work arrangement.

Accommodations

Physical and mental demands are representative of those required to perform essential job functions. Reasonable accommodations may be provided for individuals with disabilities.

Education

High School Diploma required; Associate's Degree preferred.

Experience

2-5 years of relevant experience, including supervisory or management roles.

Skills & Abilities

Comprehensive knowledge of the financial industry and credit union products and services, along with familiarity with Member Solutions functions and relevant regulations. Proficiency in Microsoft Office applications is also required.

Mental and Physical Demands

Team members must be able to interpret documents, follow complex instructions, make decisions, and manage multiple tasks efficiently. Physical demands include regular communication, sitting, and occasional lifting of up to 25 pounds.

Work Environment

The work environment is typically moderate in noise level, with reasonable accommodations available for individuals with disabilities.

General Statement

The above statements provide a general overview of the nature and level of work performed in this role and are not exhaustive of all responsibilities and duties.