AVP, Member Solutions

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees.  Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

AVP, Member Solutions

Accountability Statement

The incumbent in this position is responsible for all facets and management of Member Solutions Teams. The AVP, Member Solutions is responsible for setting strategic direction, providing support to the department leadership team and professional staff for its achievement and assuring that goals are met consistent with VyStar’s Mission, Vision, and Values. Identifies and spearheads the implementation of cross-functional strategic initiatives designed to position the organization for growth, greater scalability, and increased efficiency related to reducing delinquency and losses. The AVP, Member Solutions directs the managers, supervisors, and teams in achievement of exceptional member service, operational quality, and achievement of organizational goals. Oversees the various call center environments, pre-charge-off collections, and loss prevention efforts. Leads the department with a demonstrated high-level knowledge of business management, mergers & acquisitions, collections technology, advanced analytics, AI learning, robotic technology, regulations, functional expertise, and employee engagement focus.

The AVP, Member Solutions ensures adherence to collections policies and procedures in conjunction with state/federal laws and regulations pertaining to Consumer, Commercial & Mortgage product lines. Therefore, the incumbent will need a vast knowledge of the following regulations and agencies, Consumer Financial Protection Bureau (CFPB), Equal Credit Opportunity Act (ECOA), Truth in Lending Act, Real Estate Settlement Procedures Act (RESPA), Federal Housing Adminstration (FHA), Veteran’s Affairs (VA), Fannie Mae (FNMA), Telephone Consumer Protection Act (TCPA), Servicemembers Civil Relief Act (SCRA), Fair Credit Reporting Act (FCRA), Fair Debt Collections Practice Act (FDCPA), Unfair Deceptive Abusive Acts and Practices (UDAAP) and State/Federal Bankruptcy Laws. Incumbent must understand how Artificial Intelligence (AI), machine-learning, Advanced Data Analytics, and Robotics Process Automation (RPA) can maximize efficiency, service, and lead to optimal employee and member experiences. Such results will be essential in evaluating staff, mergers & acquisitions, adherence to KPI’s and determine training opportunities where applicable.

 Essential Job Functions

• Serve as a thought partner with VP Member Solutions & Loss Mitigation and SVP Loan Administration to develop and design collections strategy that aligns to overall corporate plan and goals.
• Administration and development of Artificial Intelligence (AI), machine-learning, Advanced Data Analytics, and Robotics Process Automation (RPA) to increase collectability while reducing losses in alignment with Annual Operating Plan (AOP) requirements.
• Works in conjunction with the Risk Compliance & Decision Support Analyst & VP, Member Solutions for setting the annual delinquency, and charge-off forecast and budget based on desired AOP projections.
• Implements plans, programs and work processes and procedures necessary to achieve desired results; coordinates and integrates functions within the department and across the Credit Union.
• Assess department processes, procedures, and practices to identify areas of increased efficiency and/or effectiveness. Proposes and implements solutions through advanced analytics/ robotic automation to address gaps and increase the overall effectiveness of the department and achievement of departmental goals.
• Leads and oversees the Member Solutions Department to ensure that loan loss and delinquency goals meet or exceed strategic planning goals, while maintaining risk level tolerances. Assist in the development of internal controls that prevent future errors to mitigate identified risks.
• Maintain thorough knowledge of regulatory requirements and VyStar’s lending policies associated with Consumer, Commercial and Mortgage products.
• Responsible for strategic implementation to improve technology and drive business results.
• Identify and recommends solutions to issues the company will and is facing due to the expansion through M&A
• Ensure compliance with applicable regulations including but not limited to CFPB, FCRA, FCCPA, FDCPA, BSA, TCPA, and other collection/debt recovery related regulations and requirements.
• Provides leadership and works with staff to develop and retain highly competent, member service-oriented sta