Credit Union of Colorado

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Director of Member Solutions and Records (73975)

at Credit Union of Colorado

Posted: 11/4/2020
Job Status: Full Time
Job Reference #: 73975

Job Description

Job Details
Full Time
4 Year Degree
$114,000.00 - $142,500.00 Salary/year

General Purpose of the Position

Responsible for planning, organizing and directing the Credit Union’s delinquency control, loss mitigation, and records management functions.  Manages loan delinquency and charge offs, including analysis of portfolio trends and the factors influencing those trends. Develops and implements strategies that minimize credit losses and other risk exposures while supporting the goals of the Credit Union.  Oversees reporting of delinquency, charge offs and bankruptcy to Board and Senior Management. 

Manages the Credit Union’s vital records in electronic, paper, and other media forms.  Ensures a structured, efficient, user-friendly system for the effective and economical management of Credit Union records which ensures that records are retrievable, authentic, and accurate.  Develops, reviews, and maintains clear and concise policies and procedures that ensure regulatory and legal compliance and mitigate risk for all department functions.  Performs essential duties personally or through subordinate staff. 

Must be knowledgeable in all areas of Credit Union operations.


ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  May perform other duties as requested or assigned.

Member Solutions

  • Optimizes collections on accounts while balancing the goodwill of members with the overall business interests of the Credit Union.  
  • Ensures interactions with members are aligned with the Credit Union’s Service and Solutions Expectations.
  • Reviews collection reports to ascertain status of collections and balances outstanding and to evaluate effectiveness of current collection policies and procedures. 
  • Responsible for real estate loan servicing including collection of delinquent accounts, loss mitigation, foreclosure, and real estate owned management and disposition.
  • Responsible for vehicle repossession processing and disposition.
  • Reviews and recommends real estate foreclosure, loan modifications, and workout loans; reviews complex collection accounts with Vice President of Lending, using guidelines and documentation requirements in Loan Modification Policy and Fannie Mae Servicing Guide. 
  • Oversees federal return item collection and directs collection of negative share accounts and reporting of these accounts to outside agencies. 
  • Responsible for overseeing credit bureau reporting disputes and reporting in this area. 
  • Assigns responsibility for investigation of fraud cases and possible legal action and collection for fraudulent checks and delinquent accounts. 
  • Manages and oversees bankruptcy workload, including attending creditor meetings if required.
  • Assigns responsibility to staff for AD&D, disability insurance, and deceased account member insurance claims.  Ensures that insurance functions support member needs and are well coordinated with lending operations.
  • Manages deceased member account processing and disposition. 
  • Authorizes assignment of delinquent accounts to attorney or outside agency for collection or foreclosure including testimony on behalf of the Credit Union at court hearings.
  • Oversees lien perfection process for consumer loans, including management of electronic and paper title processes.  Monitors the process to verify the Credit Union’s interest is protected and the process is compliant with state requirements. 
  • Manages the paid mortgage and consumer loan processes, including releasing titles and deeds.
  • Ensures compliance with all applicable state and federal laws related to department functions including, but not limited to, FACT Act, U.S. Bankruptcy Code, Fair Credit Reporting Act, Fair Debt Collection Practices Act, RESPA, Reg. Z, Reg. B, SAFE Act, NCUA Regulations, and Fannie Mae Servicing Guide requirements. 



  • Oversees in-house and/or off-site destruction of obsolete records.
  • Responsible for centralizing storage and retrieval of all applicable records including paper, microfilm, microfiche, optical disk, and any other record storage media.
  • Consults with all other branches and departments to analyze methods and workflow and to develop alternative automated systems to improve the efficiency of records management.
  • Responsible for the integrity of records stored in imaging system and for implementation, administration, integration, and operation of same.  Ensures that preventive maintenance is performed on records-related equipment. 
  • Responsible for expansion of imaging system into all applicable areas to reduce reliance on paper records and improve operational efficiencies wherever possible.
  • Is accountable for security and confidentiality of sensitive records and for adequate back-up procedures and disaster preparedness.
  • Responsible for e-signature platform including coordination of new releases and communication of updates to Credit Union staff.  Manages oversight of moving signed documents from vendor cloud to internal imaging system.  Responsible for staff to effectively troubleshoot problems with the software tool and works as a liaison with Credit Union staff and vendor for problem resolution.  Builds templates for new electronic signature documents and modifies existing templates when there are required changes.  Administers Credit Union user access logins.


General / TBD

  • Provides leadership to staff through effective goal setting, delegation, communication, and coaching.  Directs Member Solutions Supervisor and Records Supervisor.  Ensures conformance to and instructs personnel regarding policies, procedures, and program changes.  Ensures that staff is well trained, effective, and optimally used. 
  • Carries out management responsibilities in accordance with the Credit Union's policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees, addressing complaints and resolving problems related to employee relations.  Makes appropriate staff developmental and salary recommendations.
  • Revises procedures and policies when necessary to meet regulatory requirements and/or create greater efficiencies.
  • Keeps up to date on industry trends and best practices as well as related laws and regulations. 
  • Leads teams or participates on teams for the implementation of Credit Union or department-specific strategic initiatives.
  • Executes established operational goals and ensures that corporate-wide objectives are complemented and supported. 
  • Actively contributes to the success of the Credit Union by working positively within both departments and with other departments to support achievement of organizational goals.
  • Keeps Senior Management informed of functional areas, exposure to risk, and of any significant problems or opportunities; advises staff, Managers, and Senior Management on more complex problems.
  • Completes and submits required reports, records, and related documents.  Attends meetings as required. 
  • Monitors business performance through key metrics. Prepares and oversees department budget and manages expenses.  Pursues cost-saving measures when appropriate.
  • Ensures that internal auditing procedures are effectively conducted and that deficiencies are corrected.
  • Represents the Credit Union in contacts with business and trade professionals.
  • Responsible for compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Bank Secrecy Act (BSA), the Anti Money Laundering Act, and OFAC, including monitoring for such illegal activity as it applies to this position.  




Bachelor’s degree (B.A.) from four-year college or university; or two to four years related experience and/or training; or equivalent combination of education and experience, plus three years related experience.  Supervisory experience and leadership skills required.



Understanding of Credit Union’s field of membership.  Thorough knowledge and understanding of CU of CO’s services and products; of Credit Union laws, rules, and regulations; of Federal, State and County laws, rules, and regulations affecting credit union activities.  Understanding of the U.S. Bankruptcy Code and of laws concerning credit extension and collection practices.  Ability to utilize credit bureau, file, and previous contact information.  Strong computer skills.  Knowledgeable in real estate valuation software, property assessments, and appraisals.  Ability to evaluate different types of critical collection problems, primarily with delinquent real estate loans.  Ability to exercise judgment and discretion in applying and interpreting CU of CO’s policies and procedures.  Demonstrated effective management and leadership skills to select, motivate, develop, and supervise assigned personnel.  Ability to apply verbal and interpersonal skills that develop member confidence, respect and trust in CU of CO; establish and maintain effective working relationships with administrative officials, all levels of people throughout the organization, and the public.


Member Solutions Supervisor; Records Supervisor


While performing the duties of this job, the employee is typically required to sit for long periods.  The employee continually is required to talk or hear. The employee is occasionally required to stand, walk, stoop and reach with hands and arms. The employee will occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision and the ability to adjust focus.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 


Core Competencies

Seeks and uses first-hand member information to improve products and services. Acts with the member in mind. Is never satisfied.


Can inspire and motivate entire units or organizations. Blends people into teams when needed and leverages individuals’ strengths. Willing to balance support for organizational initiatives over own department needs. Can be counted on to exceed goals successfully.


Conveys a sense of urgency for arriving at a decision, when appropriate. Has an opinion, takes a stand. Is able to build upon others’ ideas and facts to form a better decision.


Seeks opportunities for different and innovative approaches to addressing problems while prioritizing urgent issues. Brings issues to closure. Challenges and supports decisions of direct reports through coaching to the best outcome.

Overcomes procrastination through execution. Places a top priority on getting results.


Embraces and drives change. Assists others through transitioning to a new state. Is self-aware of areas of opportunity and strengths.


Creates an environment that encourages innovative solutions or improvements and fosters experimentation for the benefit of the members. Recognizes and rewards those who take initiative with new approaches and act in a creative manner. Assesses, manages and takes calculated risks to achieve goals. Constantly looks for ways to improve products, processes and infrastructure of the organization to enhance employee and member benefit. Stays abreast of current and future trends both in and outside of industry to forecast and build future business vision including on-going evaluation of future directions and associated risks.


Thinks/plans strategically. Understands the organization’s vision, mission, and goals and can articulate to others. Defines/owns vision/purpose and aligns ideas to inspire others to follow. Looks to the future and adjusts strategic actions and goals based on anticipated future state.


Makes decisions and acts in ways consistent with our core values; demonstrates the courage to do what is right despite personal risk or discomfort. Challenges others to make tough choices. Communicates a compelling and inspired vision or sense of core purpose and makes the vision sharable by everyone.


Knows the basics of the market and business context. Aware of local and national competitors. Understands the similarities and differences of our business model to other financial institutions. Brings forth ideas to keep our business competitive.


Fosters an environment that encourages fiscal responsibility. Maintains and applies a general understanding of financial management principles to ensure decisions are fiscally sound and responsible. Prepares and manages the budget for area of responsibility. Uses cost-benefit thinking to align priorities. Identifies cost effective approaches. Brings forward any financial concerns to the attention of Senior Management.

Application Instructions

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