Director, Member Solutions

Since 1914, Workers Credit Union has existed to Improve the Daily Lives of our Members. We deliver on our core purpose by partnering with our members to help them make their best financial choices and improve their financial wellness. We call this The Workers Way and this is at the center of everything we do. Through our specialized financial counseling, we are pioneering a new member experience through high-touch service and convenient technology. We have grown to over 2.6 Billion in assets and serve over 120,000 members. We are one of the top performing credit unions in Massachusetts with big plans for the future

The Director, Member Solutions is responsible for leading and supporting the Sr/Resolution Representatives (1st queue) and Member Solutions team in the effective resolution of delinquent accounts, ensuring compliance with all applicable laws and regulations.

This role provides strategic guidance on account servicing, bankruptcy handling, and loss mitigation, while collaborating with internal departments and external vendors to streamline operations and enhance collection outcomes.

The Director also contributes to recruitment, staff development, and performance management, and plays a key role in maintaining system integrity and reporting accuracy.

Additional Information
Work Environment

• Hybrid Work Environment: This position offers a hybrid work environment, combining remote work with regular on-site days at the Littleton Headquarters. This work environment is subject to change based on business needs.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• This is a largely sedentary role.
• While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel or operate objects, tools, or controls and to reach with hands and arms.
• This role routinely uses standard office equipment such as computers, phones, photocopier/scanner, filing cabinets, and fax machines.
• Ability to travel to other work locations as required.

Benefits

• Comprehensive medical, dental and vision plans
• Basic life and AD&D insurance, short-term disability and long-term disability
• 15+ days of paid time off (PTO) per year
• Up to 16 hours of volunteer time off (VTO) per year
• 11+ paid holidays
• 401(k) that includes a Safe Harbor Match of up to 4%.
• Tuition Reimbursement Program
• Mental health resources including an Employee Assistance Program (EAP)
• Individualized learning and development programs

Responsibilities
Team Leadership & Staff Development

• Manages, mentors, and coaches the Sr/Resolution Representatives (1st queue), regarding calling queues, skiptracing, account resolution, repossession, and other regulatory requirements and procedures.
• Provides guidance to the Sr/Resolution Representatives (1st queue) and Resolution Specialist and Member Solutions Admin team as needed.
• Assists the Vice President with annual reviews for staff and performs monthly dialogs with direct reports.
• ADP timekeeping for direct reports.
• Assists the Vice President of Member Solutions with recruitment and interviewing.

Collections Strategy & Account Resolution

• Works with Sr/Resolution Representatives (1st queue) on resolving delinquency and mitigating charge off losses.
• Reviews delinquent accounts with Vice President for charge off and then third-party placement for additional collection action, when appropriate.
• Reviews bankruptcy filings with Vice President for best approach to mitigate loss.
• Assists staff with skip tracing and reviewing loan documents to seek additional assets on accounts to send legal for additional collection activity.
• Reviews and recommends deferments on member(s) requests.
• Ensures strict compliance with state and federal requirements on all outgoing letters/notices and calls.

Operational Efficiency & Process Management

• Works with PHX Collections to establish and maintain all collection queues, assignments, and programming.
• Works with them during programming issues and upgrades.
• Works with staff to ensure work is streamlined and procedures are efficient.
• Manage the process for lienholder and damage claims with Lee & Mason on repossessed vehicles.
• Submits vendor information in WolfPac.

Reporting & Cross-Functional Collaboration

• Prepares and assists Vice President with monthly report preparation.
• Assists branch staff and other credit union departments with collection-related issues.
• Works on special projects assigned by Vice President of Member Solutions.

Other Duties

• Performs additional duties or responsibilities as required, requested, or deemed appropriate.
• May be asked to provide coverage in other WCU departments, functions, or business units as needed.
• Complies with all WCU policies and procedures, including those related to security and risk management, to help prevent fraud and minimize losses.
• Contributes to departmental and organizational projects and initiatives as assigned.
• Maintains the confidentiality of all member and credit union information at all times.
• Consistently demonstrates professional conduct and behaviors in alignment with WCU's Code of Conduct.

Requirements/Skills Needed
Education

• Candidates must possess a bachelor's degree from an accredited institution.

Experience

• 5–8 years of experience in collections and servicing within a financial services environment.

Knowledge/Skills/Abilities/Competencies

• Regulatory Knowledge: Strong understanding of federal and state laws and regulations related to collections and servicing, including FDCPA, UCC, and repossession laws.
• Bankruptcy Expertise: Solid working knowledge of bankruptcy law and court procedures.
• Technical Proficiency: Experience using automated collections software (Phoenix Collections preferred); General computer literacy, including Microsoft Office Suite.
• Communication Skills: Outstanding telephone communication and negotiation skills.
• Leadership: Demonstrated ability to supervise and guide staff, including mentoring and short-term supervision.
• Interpersonal Skills: Excellent interpersonal and collaboration skills across departments and with external vendors.

How to Apply

Apply on LinkedIn, Indeed or directly