Member Assistance Supervisor

ESSENTIAL JOB FUNCTIONS: Monitors accounts and employee work queues daily and takes appropriate action, to include, but not limited to, Next Contact Dates keeping current, accounts held from Charge Off have valid reasons, all accounts are charged off timely, etc.
Monitors daily reports on remote employees productivity and phone reports.
Communicates in writing, by telephone and in person with members regarding complaints, disputes or payment arrangements outside a MAR authority.
Assists in ensuring credit and collection policies, procedures, practices and documentation meet federal and state regulation.
Assists in monitoring the activity of staff to ensure that standards are met on a consistent basis.
Ensures monitoring metrics and reports for measuring staff performance and training needs are up to date and applicable.
Communicates with members, attorneys and other interested parties in a timely, accurate and courteous manner in writing, in person or by telephone.
Maintains and prepares all reports, correspondence, and any other paperwork requested by the AVP of Member Assistance.
Member Assistance Manager and Member Assistance Assistant Manager or other department managers.
Assumes the duties of the Member Assistance Legal Specialist, MAR-Liquidations, and Member Assistance Liquidations Processor during their absence.
This includes representing the credit union at court proceedings.
ADDITIONAL RESPONSIBILITIES: Provides a superior level of service to fellow employees in all areas of the credit union, being prompt and courteous at all times.
Does everything possible within ability and authority to assist fellow employees with issues and concerns.
Refers problems outside level of knowledge or authority to the AVP of Member Assistance, Member Assistance Manager or Member Assistance Assistant Manager for resolution.
Follows through on commitments as promised.
Assists the Member Assistance Manager in updating the department manual as changes occur.
Updates and maintains assigned reports.
Projects a positive attitude with members and employees consistent with Credit Union 1’s core values and mission statement in order to maintain and contribute to a high level of member service.
Assists the AVP of Member Assistance and Member Assistance Manager with input to prepare formal performance appraisals.
Keeps Member Assistance Senior Staff informed of any significant personnel issues/concerns.
Assists the AVP of Member Assistance and Member Assistance Manager with setting goals for the department.
Work with Member Assistance staff to achieve goals at an individual or group level.
Communicates all potential problems to the AVP of Member Assistance or Member Assistance Manager in a timely manner.
Meets the current standards as established for the department in the completion of all assigned duties.
Communicates well and provides evident teamwork with others in the same position to ensure all duties are completed timely and accurately every day.
QUALIFICATIONS: High school graduate or equivalent with two (2) years’ experience in collections, preferable at a financial institution.
Knowledge of the laws governing collection of delinquent debts and the Bankruptcy Code is required.
Supervisory experienced is preferred.
Knowledge of credit union services and operations is desirable.
Must have excellent written and oral communication skills.
Professional appearance is required.
Responsible for abiding and complying with the policy for compliance with the Bank Secrecy Act and anti-money laundering laws and regulations (BSA/AML), FCRA and the policy for compliance with office of foreign assets control laws and regulations (OFAC).
Please note: Credit Union 1 does not provide relocation assistance.
If selected for an on-site position, candidates will be responsible for relocating to Alaska prior to the agreed upon start date at their own expense.
Only applicants who meet the minimum requirements for this position will be considered for an interview.
This position is open until filled.
Thank you for your interest in the opportunity with Credit Union 1! Background Screening Statement: Candidates selected for a position at Credit Union 1 will be subject to a criminal background check prior to their employment.
An offer of employment may be rejected or terminated based on receipt of an unacceptable background screening.
EEO Statement: Credit Union 1 provides equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any type without regard to race, color, religion, sex, age, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
E-Verify Statement: Credit Union 1 participates in E-Verify and will provide the federal government with your form I-9 information to confirm that you are authorized to work in the U.
S.
If E-Verify cannot confirm that you are authorized to work, Credit Union 1 is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before Credit Union 1 can take any action against you, including terminating your employment.
Employers can only use E-Verify once you have accepted a job offer an completed the Form I-9.
For more information on E-Verify, or if you believe that Credit Union 1 has violated its E-Verify responsibilities, please contact DHS at 888-897-7781 or dhs.
gov/e-verify.