Supervisor - Member Care Support and Asset Management

TITLE: SUP - MEMBER CARE SUPPORT AND ASSET MANAGEMENT
STATUS: EXEMPT
REPORTS TO: MGR - MEMBER CARE SUPPORT
DEPARTMENT: MEMBER CARE - SUPPORT AND ASSET MANAGEMENT
JOB CODE: 11523

PYAY RANGE: $81,400.00 - $90,000.00 ANNUALLY

GENERAL DESCRIPTION:

Assists the Support Manager in all aspects of department operations to ensure the financial well-being of our credit union and its members. As part of our growth strategy, we are seeking a highly experienced and strategic Supervisor of Asset Recovery Escalations to oversee support functions such as vendor management, Repossessions, Reinstatements, ensure timely sale of repossessed vehicles, manage title release to auctions, Stored Vehicle and Lien Sale Notices, cancellable product tracking, process and balance payments and adjustments for delinquent accounts and loans, post charge-offs, set up charged off accounts, manage expulsions, process bankruptcy payments and other financial transactions, and ensure compliance with regulations and Credit Union procedures.    

The Supervisor of Support and Asset Management role demands a seasoned professional with a deep understanding of collections, repossessions, titles, financial transactions, charge-offs, expulsions, cancellable products, and State and Federal regulations on all notices and, involves a combination of leadership, legal compliance, and strategic oversight to efficiently manage repossession, asset liquidation, and related processes while ensuring customer satisfaction and legal adherence.

TASKS, DUTIES, FUNCTIONS:

1. Supervisory Role:Oversee a team responsible for repossessions, vehicle liquidation, handling stored vehicles, financial transactions on delinquent accounts and loans, charge-offs, expulsions, processing payments on bankruptcy accounts, balancing of teller work, check handling, Insurance claim follow ups, cancellable products, membership reinstatements, ensuring that all transactions are accurately recorded and reconciled daily, ensuring accuracy and compliance with legal, company policies and regulations.
2. Manage the repossession process, ensuring legal and ethical procedures are followed, liaising with external agencies, and optimizing strategies to minimize losses.
3. Effectively manage and maintain inventory with movement between multiple vendors related to repossessions.
4. Effectively manage and maintain inventory related to financial transaction requests, incoming checks, department mail, and charge-offs.
5. Monitor and control the inventory of expelled memberships and amnesty approved accounts.
6. Develop and implement streamlined inventory tracking systems to monitor the status and location of items in real-time.
7. Coordinate the liquidation of repossessed vehicles, including auctioning, negotiating with buyers, inventory management and maximizing returns.
8. Collaborate with cross-functional teams, including finance, loan servicing, legal, and compliance, to ensure adherence to regulatory standards and internal policies.
9. Ensure proper management of stored vehicles, adherence to lien sale notice regulations, and efficient resolution of storage-related matters.
10. Oversee procedures for membership reinstatement, including assessment criteria, documentation, and member communications.
11. Supervise the handling of cancellable products, overseeing processes related to add on product cancellations, refunds, and customer inquiries.
12. Develop, implement, and maintain efficient procedures for repossession, vehicle liquidation, stored vehicle management, processing of charge-offs, expulsions, bankruptcy account payments, and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities.
13. Effectively identify, implement, and monitor business unit controls and ensure operational integrity and compliance with applicable regulations.
14. Develop and implement procedures for efficient, optimizing workflows to improve productivity.
15. Train and mentor team members, ensuring a high level of competence and adherence to company policies.
16. Conduct transactional audits to identify discrepancies, analyze trends, and implement corrective measures to enhance accuracy and minimize errors.
17. Prepare and analyze comprehensive reports on financial transactions, charge-offs, bankruptcy account payments, and audit findings for management review.
18. Collaborate with legal teams to ensure compliance with relevant laws and regulations.
19. Analyze performance metrics, create reports, and propose strategies for improvement.
20. Handle escalated customer issues and inquiries related to repossession, membership reinstatement, cancellable products, financial transactions on delinquent loans, charge-offs, and expulsions.
21. Perform other duties as assigned. 

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:

1. Effective oral and written communication skills required to train and evaluate staff and to perform constructive follow-up on member concerns and collection activities. 
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone. 

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: Member Care, Consumer Loan Servicing, Lending, Member Service, Branch Staff, Dealer Services, Card Operations Electronic Services and Records Management. 
2. EXTERNAL: Members, legal counsel peers in financial institutions, law enforcement agencies, repossession firms, judicial departments credit reporting and third-party collection and credit reporting agencies. 

QUALIFICATIONS:

1. EDUCATION: A bachelor’s degree in business, finance, or related field.  Equivalent job experience within a financial institution will also be considered. 
2. EXPERIENCE: Minimum 5 years of experience in asset management, collections, repossession, or a related role within the financial industry. 
3. KNOWLEDGE / SKILLS: In depth knowledge of legal requirements and regulations pertaining to repossession and asset liquidation. Strong leadership skills and a proven ability to manage and motivate a team. Ability to analyze data and make strategic decisions to optimize processes and results. Excellent communication/negotiation skills and an understanding of relevant laws and regulations governing asset protection in the financial sector. 

PHYSICAL REQUIREMENTS:

1. Prolonged sitting throughout the workday with occasional mobility required. 
2. Corrected vision within the normal range.
3. Hearing within normal range. A device to enhance hearing will be provided if needed.
4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
5. Minimal local travel to attend court appearances by car or public conveyance. 

LICENSES / CERTIFICATIONS:

None

#LI-Hybrid

REV. 1/26/2024