Member Solutions Manager

Build Your Career. Make a Difference. Since 1949, Sidney Federal Credit Union (SFCU) has been committed to helping people achieve financial success and strengthening the communities we serve. What began as a small member-owned cooperative in Sidney, New York, has grown into a trusted financial institution with more than $1 billion in assets and a presence across New York. At SFCU, we believe great member experiences start with great employees. Were building a workplace where people can grow, contribute, collaborate, and build meaningful careers while making a positive impact on our members and communities. When you join SFCU, you become part of a team that values service, innovation, professional growth, and relationships. Whether youre helping members reach important financial milestones, improving processes, developing new solutions, or supporting the teams who serve our members, your work matters. Position Summary The Member Solutions Manager oversees the full delinquency, workout, and recovery lifecyclefrom early-stage delinquency, member communication, and delinquency prevention, through risk mitigation, asset recovery, loss reduction charge-off and asset liquidation. This leader is responsible for minimizing losses, maximizing recoveries, strengthening member relationships, and ensuring compliance with all regulatory requirements. This position ensures alignment with the credit unions service culture, regulatory obligations, and organizational goals while developing a high-performing team across both verticals. Key Responsibilities Lead, coach, and develop staff across both Member Solutions and Asset Recovery teams.Conduct performance reviews, set expectations, and ensure accountability.Build structured training programs and oversight for all Member Solution procedures.Cultivate a collaborative, member-centric, and compliance-focused culture.Manage queues from early to late-stage delinquencies and follow-up requirements.Monitor roll rates, trends, and health portfolio.Oversee skip tracing and determine when accounts need escalation.Ensure consistent, solutions-based communication through calls, email, letters, and SMS.Negotiate extensions, short-term payment arrangements, and temporary payment accommodations.Oversee loans in late-stage delinquency, non-performing loan (NPL) status, and charge-off eligibility.Manage loan modifications, forbearance plans, short sales, and deficiency negotiations.Direct repossession and foreclosure processes in partnership with legal counsel and vendors.Oversee valuation, liquidation, and remarketing of recovered collateral.Administer post-charge-off recovery efforts, including internal collections and external agency oversight.Ensure professional and compliant member communication throughout the default process.Oversight of subpoenas, levies, garnishments, liens, account freezes, and other legal restraints.Oversee full bankruptcy lifecycle: filings, stay compliance, proofs of claim, reaffirmations, discharges, and dismissals.Manage deceased member loan accounts, negative shares and cross-collateral recoveries.Maintain strong internal controls, audit-ready documentation, and compliance with all federal and state laws.Coordinate with legal counsel, vendors, and internal partners to ensure accuracy and timeliness.Ensure adherence to FDCPA, FCRA, ECOA, Fair Housing Act, and state/federal regulations.Promote accuracy, professionalism, and documentation standards across both teams.Keep current with regulatory changes and implement updates to processes and training.Oversee daily, weekly, and monthly delinquency, extension, workout, and recovery reports.Analyze performance metrics, collateral values, loss trends, and recovery effectiveness.Present delinquency and loss-mitigation trends to leadership with strategic recommendations.Partner with internal teams to adjust strategies based on economic conditions, portfolio performance, and member needs.Identify and implement efficiencies across collections, loss mitigation, and recovery workflows.Partner with Operations, Lending, and Systems to enhance communication, technology, and processes.Support development and enhancement of collection and asset-mitigation systems.Use data analytics to identify risks, gaps, and opportunities for improvement.Performs other job-related duties as assigned.