Sup - Member Care Research and Support

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

11904

Grade:

22S

Status:

Exempt

POSITION AND PURPOSE

Assists the Data Solutions and 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 Support Management to oversee support functions such as membership reinstatements, processing and balancing payments and adjustments for delinquent accounts and loans, posting charge-offs, setting up charged-off accounts, managing expulsions including membership reinstatement requests, tracking department invoices, processing bankruptcy and third-party agency payments and other financial transactions, and ensuring compliance with regulations and Credit Union procedures.

The Support and Research Supervisor role demands a seasoned professional with a deep understanding of collections, repossessions, financial transactions, charge-offs, expulsions, and State and Federal regulations on all notices. This role involves a combination of leadership, legal compliance, and strategic oversight to ensure customer satisfaction and legal adherence. Additionally, the role includes supervising and understanding research for all Member Care functions to enhance service delivery and operational efficiency.

WHO WE ARE

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You are known for approaching challenges with confidence, professionalism, and care. You combine leadership, operational expertise, and regulatory awareness to strengthen support functions, improve financial processes, and ensure efficient, compliant service delivery.

THE WORK

•

Supervisory Role

• Oversee a team responsible for financial transactions on delinquent accounts and loans, charge-offs, expulsions, processing payments on bankruptcy accounts, balancing of teller work, check handling, Insurance claim payments, membership reinstatements, ensuring that all transactions are accurately recorded and reconciled daily, ensuring accuracy and compliance with legal, company policies and regulations.

•

Effectively manage and maintain inventory related to financial transaction requests, incoming checks, department mail, and charge-offs.

•

Monitor and control the inventory of expelled memberships and amnesty approved accounts.

•

Collaborate with cross-functional teams, including finance, loan servicing, legal, and compliance, to ensure adherence to regulatory standards and internal policies.

•

Oversee procedures for membership reinstatement, including assessment criteria, documentation, and member communications.

•

Develop, implement, and maintain efficient procedures for processing charge-offs, expulsions, bankruptcy account payments, and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities.

•

Effectively identify, implement, and monitor business unit controls and ensure operational integrity and compliance with applicable regulations.

•

Develop and implement procedures for efficient, optimizing workflows to improve productivity.

•

Train and mentor team members, ensuring a high level of competence and adherence to company policies.

•

Conduct transactional audits to identify discrepancies, analyze trends, and implement corrective measures to enhance accuracy and minimize errors.

•

Prepare and analyze comprehensive reports on financial transactions, charge-offs, bankruptcy account payments, and audit findings for management review.

•

Collaborate with legal teams to ensure compliance with relevant laws and regulations.

•

Analyze performance metrics, create reports, and propose strategies for improvement.

•

Handle escalated customer issues and inquiries related to membership reinstatement, financial transactions on delinquent loans, charge-offs, and expulsions.

•

Supervise a team of research specialists that support all Member Care functions, ensuring that findings are integrated into actionable plans to enhance service delivery and operational efficiency.

•

Perform other duties as assigned.

•

Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

QUALIFICATIONS

•

Bachelor’s Degree in business, finance, or related field required

•

Equivalent job experience within a financial institution will also be considered

•

5+ years in asset management, collections, repossession, or a related role within the financial industry required

•

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.

•

None required

•

Accountable for Results - oversees daily performance 

•

Delivers results with agility - adjusts workflows quickly

•

Collaborates across Teams - encourages teamwork Builds trust and credibility - maintains fairness and reliability 

•

Develops others through feedback - coaches jr team members Solves problems proactively - removes barriers for success 

•

Communicates with clarity - provides clear direction

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

Member Care, Consumer Loan Servicing, Lending, Member Service, Branch Staff, Dealer Service, Card Operations Electronic Services, and Records Management.

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.

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.