Member Solutions Manager

Purpose of Position: Responsible for organizing, planning and managing the credit union’s
Member Solution’s collection programs while being responsible for portfolio performance. Leads
the Member Solutions Department by coaching, training, cross-training and supervising team
members in loan restructures, bankruptcy processing, loan underwriting and loan servicing for all
portfolios including consumer, mortgage and commercial loans. This responsibility will also
include the areas of Bankruptcy Administration, Reserve Analysis, Credit Bureau Disputes,
Foreclosures, Force-placed Insurance, and Repo Assets, including the marketing and sale of both
chattel and real estate. This position will also assist the VP Member Solutions & Servicing with
planning and strategic initiatives.
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ESS Job/Task Functions: ESS = Essential to the Position
A. Negotiate repayment plans in the best interest of the Credit Union, considering balance,
security, complexity, and the member’s ability and intent to pay. Underwrite and
decision workouts, modifications and restructures, including but not limited to
commercial, consumer, mortgage and student loans. Maintain proficient underwriting
skills and knowledge satisfactory to investor/insurer requirements for all portfolios
therein.
B. Oversee all segments of the bankruptcy, collection, foreclosure, and insurance, and repo
assets processes. Work closely with the area leaders and team members to coordinate
activites within and between Branch systems. Analyze and monitor systems for
maximum utilization of the team, technology and efficient delivery of products and
services.
C. Responsible for team development; coordinate training and cross-training to provide the
depth necessary for growth and succession. Assure team is familiar with and able to
cross-sell Credit Union products and services by coordinating training sessions with
appropriate Credit Union team members.
D. Oversees the handling of all Credit Union held assets for sale, both chattel and real estate.
Includes fostering a good network of vendors for the maintenance and repairs to property,

DATA CLASSIFICATION | CONFIDENTIAL

on-going inspections of assets, the listing and marketing of same assets and the proper
and timely valuations. Manager is responsible for the negotiations of all real estate
listing agreements, real estate purchase agreements and real estate counter-offers. Has
signing authority on behalf of Credit Union as it pertains to worksouts, modifications,
restructures and sale of credit union owned assets.
E. Sets performance targets and prepares strategies and tactics that optimize performance
objectives of the Member Solutions Departments. Includes annual budgeting, monitoring
of adhereance to budget, actual versus budgeted and prepares analyzation of variances.
F. Maintains a working knowledge of systems and programs, including but not limited to
FICS, Fannie Mae, FHA, Federal Home Loan Bank of Indianapolis, Rural Hosing,
Veterans Administration, Small Business Administration, Michigan Saves, Student
Loans, OpenLending, Temenos, PACER, JJ Marshall, USDA, PMI softwares and
Secondary Market guidelines for the servicing and loss mitigation efforts of all loans.
Assure credit union collection programs are in compliance with legislative and regulatory
laws.
G. Monitor vendor relationships and billings to assure Department goals are met in a timely
and cost-effective manner.
H. Responds to internal and external audits in a timely manner.
I. Reviews, researches and responds to complaints in a timely manner.
J. Assists with Commercial Loan Analysis annually or sooner on Watch Credits.
Recommend rescore of file grades and take appropriate steps. Monitors covenants in
loan docs and set course of action with management on any defaults.
K. Hires, reviews, schedules, trains and monitors the work of Member Solutions team
members; conducts performance reviews; disciplines team members as needed following
required documentation procedures; recommends termination for cause and allocates
resources to meet operational needs with the Member Solutions Department. Maintains a
cohesive, highly trained, motivated team sufficient to meet the daily demands of the
Department.
L. Present a professional positive image of the Credit Union to members at all times.
Communication lead between departments as required. Promotes a “team” environment
and atmosphere within the department and credit union.
M. Keep abreast of compliance matters associated with the department responsibilities and
actively advocate for changes needed in order to remain compliant.
N. Determines legal course of action in the collection of all types of loans, including
collection strategies for the collection of written off loans and deposit accounts. This

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includes, but is not limited to programs such as the Execution of Writs, Periodic and
Non-Periodic Garnishments, State Tax Garnishments, Judgment Liens.
O. Negotiates with debtor counsel and creditor counsel on Reaffirmation Agreements,
Chapter 13 Bankruptcy Plans, Judgment negotiations for repayment, Foreclosure
Advoidance, Loss Mitigation Options, Settlement negotiations, and assists those
members with financial household budgeting. Converse with the membership on the
complete line of collection activity and be able to convey pros and cons of each so that
the member can make an informed choice.
P. Works with the team to develop productive relationships with Credit Couseling Agencies,
Attorneys, Collection vendors and Realtors to further Credit Union purposes. Attend and

participate in Collection Consortium, various lending fraud-related groups, Legal round-
tables, etc.

Q. Establishes and manages Collection policies and procedures and keeps them current with
regulatory, internal or market condition changes; ensures compliance with and
implementation of approved policies and objectives.
R. Prepare team member appraisals and weekly payroll data. This includes monthly hours
worked for employees being compensated by outside vendors for collection activity.
S. Occasional travel to other Dort Financial Credit Union locations, Credit Union functions,
and training facilities will be required.
T. As a Dort Financial Credit Union team member, promotes, cross-sells, and markets all
products and services at every opportunity.
U. Performs other duties and responsibilities as directed by management.
V. Will comply with all Bank Secrecy and OFAC requirements as outlined in Dort Financial
Credit Union’s policies and procedures.
W. Embrace and apply Dort Financial’s guiding principles to all activities and
responsibilities. This includes the Credit Union’s Mission, Vision, and Core Values.
Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.
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General Education Development

Reasoning: Apply common sense understanding, to carry out instructions furnished in written,
verbal, or blueprint form. Deal with problems involving several variables in or
from standardized situations. Ability to collect, analyze, and interpret financial
data. Ability to read legal documents and translate into appropriate operational
policies and procedures. Ability to understand bankruptcy law, foreclosure law,

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contract law and collection law. Ability to analyze and resolve employee and
member relation conflicts. Ability to exercise good sound judgment.

Math: Compute discount, interest, profit, and loss; ratio and proportion, and percentages.

Calculate variables and formulas.

Language: Read periodicals, journals, manuals, source documents, policies and procedures.
Read proposed legislation and changes to the Bankruptcy Code. Read safety rules
and instructions. Write reports with proper format, punctuation, spelling, and
grammar, using all parts of speech. Speak before an audience with poise, voice
control, and confidence, using correct English and well-modulated voice.
Participate in panel discussions, presentations and debates. Speak on a variety of
subjects.

Minimum Formal Education: Bachelor’s degree required. Proficient knowledge in
bankruptcy law, foreclosure law, contract law and
collection law required.

Experience: Minimum seven years collections experience and five

years management experience.
Other Requirements: Must be 100% bondable.
Equipment Used: Office Machines: PC, 10 Key Calculator, scanner, copier.
A working knowledge of Windows XP, Microsoft Word,
Microsoft Excel, and Powerpoint. Compensation / Pay Rate (Up to): $110.00 - $122.00