Vice President Member Solutions

Title: VP Member Solutions

Location: Rutland, Vermont, 05701, United States

Department: Collections

Job Description:

Job Category: Collections

Requisition Number: VPMEM001401

 

• Full-Time
• Hybrid

• Locations

  Showing 1 location

  Operations Center
  Rutland, VT 05701, USA

Job Details

Description

 

What We're Looking For: 

• An experienced people-focused leader with a strong background in collections, risk management, and regulatory compliance.
• A clear communicator who can navigate sensitive situations with professionalism, discretion, and sound judgment.
• A strategic thinker who excels at coaching teams, improving processes, and using data to guide decisions.

What You'll be doing: 

• Leading the credit union’s collections and member solutions strategy with a balanced, member‑first approach.
• Overseeing delinquency management, performance metrics, reporting, and regulatory requirements.

• Strengthening cross‑department collaboration to enhance early‑intervention efforts, improve processes, and support members with fair, sustainable solutions.

Why Join Us: 

• Heritage Family Credit Union is a dynamic and member-centric organization committed to making a positive impact on the lives of our members. We believe in delivering not just financial services but fostering meaningful relationships that enhance the overall well-being of our members and communities. With a focus on education, integrity, and community, we strive to be the preferred financial partner for our community.
  • Benefits Include:
    • Paid time off in addition to paid federal holidays
    • Medical, dental, and vision benefits to employees who regularly work 24+ hours a week
    • 401k match
    • Ongoing training opportunities
    • 8 hours of volunteer time with an organization important to you
    • Reimbursement each month for Gym membership (up to $25), hobby reimbursement (up to $25) and fresh local foods (up to $25 on a seasonal basis)

Salary Range: $77,637.47 - $97,046.84 annualized

Position Title: Vice President, Member Solutions                                                                      

FLSA Status: Exempt

Department: Member Solutions                                                                                           

EEO Code: First Level Mgr.

Reports To:  Chief Lending Officer                                                            

Grade: 12 

Summary:

The Vice President of Member Solutions (Collections) provides strategic and operational leadership for the credit union’s collections and member solutions function, in accordance with NCUA and credit union policies and procedures. This role is responsible for overseeing all stages of delinquency management while balancing strong financial stewardship, regulatory compliance, and a member-first approach grounded in empathy and fairness.

The VP leads and develops the collections team, manages performance and budget goals, partners closely with Lending, Finance, Risk, Compliance, and Member Experience teams, and provides regular reporting and insights to executive leadership and the board. This leader plays a critical role in protecting the credit union’s financial health, supporting members through difficult moments, and ensuring confidentiality, professionalism, and trust in a close-knit community.

Essential Functions:

Strategy & Leadership

• Develop and execute a comprehensive collections and member solutions strategy aligned with the credit union’s mission, risk appetite, and financial goals.
• Lead, coach, and develop a high-performing collections team, and ensure the department is prepared for organizational growth.
• Establish clear goals, performance metrics, and accountability across all stages of delinquency and recovery.
• Foster a culture that balances empathy for members with sound risk management and financial stewardship.

Operations & Performance

• Oversee all collections activities, including early intervention, delinquency management, loss mitigation, charge-offs, and recoveries.
• Responsible for reviewing vendor contracts and services that impact the member solutions department. Present any recommendations for change to the Chief Lending Officer (CLO).
• Manage budget and delinquency goals, in partnership with the Chief Lending Officer (CLO). Manage monthly reporting for management and board.
• Monitor key performance indicators such as delinquency ratios, net charge-offs, recovery rates, roll rates, and member retention outcomes.
• Continuously evaluate workflows, staffing models, and technology to improve efficiency, consistency, and member experience.
• Ensure consistent application of policies and procedures across all collection activities.

Member Experience & Solutions

• Champion a member-first approach to collections that emphasizes education, proactive outreach, and sustainable solutions.
• Ensure hardship programs, payment arrangements, and loan modifications are administered fairly and effectively.
• Partner with Member Experience and Lending teams to improve early identification of at-risk members and reduce delinquency.
• Address escalated member concerns and complaints related to collections with professionalism and care.

Risk Management & Compliance

• Ensure full compliance with all applicable federal and state laws and regulations, including NCUA, Fair Debt Collection Practices (FDCPA), UDAAP, bankruptcy requirements.
• Partner closely with Compliance, Legal, and Risk teams to manage regulatory exams, audits, and corrective actions.
• Maintain strong internal controls and documentation to mitigate operational and compliance risk.
• Stay current on regulatory changes and industry best practices impacting collections and member solutions.

Cross-Functional Partnership

• Build relationships with other departments as the team’s work coincides with other areas. Provide ongoing training and support to credit union employees, internally for cross-training and coverage and credit union wide as necessary to ensure compliance with investor regulations/guidelines and collection law.
• Collaborate with Lending, Finance, Risk, Compliance, and Technology teams to align strategies and share insights.
• Provide data-driven insights and recommendations to executive leadership related to portfolio performance and credit risk trends.
• Support enterprise initiatives related to financial wellness, loan performance, and operational excellence.
• Perform all other duties as assigned.

Qualifications:

• Education: High school diploma or equivalent required; Bachelor’s degree in business or related field preferred.

Required Experience:

• Minimum of 5 years of lending collection experience required.
• Minimum of 3- 5 years of supervisory or management experience required.

Skills:

• Strong communication skills, including the ability to explain complex, difficult or sensitive topics clearly to members, staff, and executive leadership. Ability to de-escalate conversations.
• Demonstrated ability to maintain strict confidentiality and professional boundaries in a small, close-knit community, including handling sensitive member and employee information with discretion both inside and outside the workplace.
• Strong leadership and people management skills, with the ability to coach, develop, and hold leaders and frontline teams accountable in a performance-driven but empathetic environment.
• Deep understanding of collections strategy across all stages of delinquency, including early intervention, loss mitigation, charge-offs, and recoveries.
• Excellent judgment and decision-making skills, particularly in balancing member impact, regulatory requirements, and financial risk.
• Proven ability to interpret data, identify trends, and translate insights into clear action plans and business recommendations.
• Strong knowledge of consumer lending regulations impacting collections (including FDCPA, UDAAP, bankruptcy, and fair lending considerations).
• High level of emotional intelligence, with the ability to navigate difficult conversations with members and employees professionally and respectfully.
• Change leadership skills, including the ability to modernize processes, introduce new tools or workflows, and lead teams through transition.
• Ability to manage competing priorities, exercise discretion, and maintain confidentiality in sensitive matters.
• Comfort operating in a smaller, fast-moving credit union environment where leaders are expected to be hands-on and adaptable.
• Handle all information/documents in a confidential and secure manner. Be aware of surroundings when working with member files and when speaking with members, both in person and over the phone, when discussing or gathering personal and confidential information.
• Strong computer skills, and proficiency working with Microsoft Office products. Experience with financial institution software systems preferred.

Physical Requirements:

• Perform primarily sedentary work with limited physical exertion.
• Must be able to operate to operate and understand routine office equipment.

Work Environment:

• Professional banking environment.
• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
• This can be a hybrid role, with part-time in office and part-time from home. Must be within driving distance of our Rutland office.

BSA/Risk: Employees will ensure adherence to BSA (Bank Secrecy Act) and risk compliance standards in all job responsibilities, maintaining the organization's regulatory integrity and mitigating potential risks.

Equal Opportunity Employer: Heritage Family Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.