This job board retrieves part of its jobs from: NY Jobs | Washington Jobs | Massachusetts Jobs

Find jobs in Lexington today!

To post a job, login or create an account |  Post a Job

  Jobs in Lexington  

Bringing the best, highest paying job offers near you

Slide 1
Slide 2
Slide 3
previous arrow
next arrow

Member Solutions (Collections) Manager

University of Kentucky Federal Credit Union

This is a Full-time position in Lexington, KY posted June 9, 2021.

UKFCU is an equal employment opportunity employer and is committed to providing employment opportunities to minorities, females, veterans, and disabled individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran. UKFCU invites you to review the current “EEO Is the Law” poster as part of the application process. A link to the most current posters is here . Please also see the 2015 Supplemental EEO Poster here .

Applications are only accepted through our online application system. However, if you need assistance with any part of the application process or are unable to apply online because of a medical condition or disability and need an accommodation, please contact to let us know the nature of your request. Please note, UKFCU accepts only employment applications that are complete and received by the Office of Human Resources by the specified deadline for each opening.


Title: Member Solutions Manager

Department: Lending

Reports to: Director of Consumer Lending

FLSA: Exempt

Job Grade: 13

Job Purpose: This position is responsible for protecting the assets of the Credit Union through effective collection techniques, monitoring delinquent consumer and commercial accounts and developing a strong team. Oversee the Member Solutions department to ensure effective operations, compliance, achievement of departmental goals, and continuous development of staff.

Essential Job Functions:


  1. Recruit, train, develop and supervise a team of Collectors to achieve collection goals and objectives.
  2. Analyzes financial situation of delinquent borrower and reviews reasons for default. Takes appropriate action to bring account back to current; confirms accuracy of late payment notices and ensures they are mailed in a timely manner; maintains accurate member records including all Member Solutions activities; processes and maintains accurate records on repossessed property; files all claims on estates and bankruptcies; prepares reaffirmation agreements and attends meetings of the creditor; completes and files judgments, garnishments, and other similar paperwork; completes all paperwork for referral to outside agencies (e.g. attorneys, collection agencies, recovery services); and assures accounts assigned are being worked accurately and handled properly.
  3. Work with Member Solutions team to field escalated calls from difficult member situations. Use proper de-escalation techniques to calm the situation and get to a resolution. Working with members with a helpful, mindful attitude or an approach of we are here to help find a resolution.
  4. Reviews and analyzes the delinquency portfolio by identifying deteriorating credit, developing a plan, evaluating the documentation, and making recommendations in an effort to reduce charge-offs and delinquencies.
  5. Responsible for overseeing and managing the Troubled Debt Restructuring (TDR) process by ensuring completion of all paperwork, evaluating the collateral and reporting as required.
  6. Oversee and manage the charge-off process by making sure that all file maintenance is completed as required, credit reporting is accurate and reports are submitted to Senior Management and the Board.
  7. Testifies at legal proceedings as required.
  8. Keeps management informed of Member Solutions progress by overseeing and managing accurate reports for the Member Solutions department, including Allowance for Loan Loss, Delinquency Profile, Repossessed/Foreclosed Collateral, Charged-Off Trends and others.
  9. Monitors team collection calls and call statistics; performs account reviews and provides coaching, training and feedback.
  10. Train team members to adhere to credit union policies and procedures to reduce possibility of legal exposure.
  11. Responsible to ensure the credit union is compliant with all applicable regulatory, legal requirements and fair collection practices. Responsible for the training and development of staff for understanding of and compliance with regulations.


  1. Maintains staff by recruiting, selecting, orienting and training employees, maintaining a safe and secure work environment, and developing personal growth opportunities.
  2. Mentors staff by providing individual guidance and technical expertise.
  3. Works with the Director of Consumer Lending to conduct random audits of employees work.
  4. Accomplishes staff job results and departmental goals by coaching, counseling and disciplining employees; communicating job expectations; effectively scheduling staff to meet the credit unions needs; planning, monitoring and appraising job results; conducting training; initiating, coordinating, implementing and enforcing systems, policies and procedures; and keeping supervisor updated on issues on a regular basis.
  5. Completes operations by developing schedules; assigning and monitoring work; gathering resources; implementing productivity standards; resolving operations problems; maintaining reference manuals; implementing new procedures; keeping supervisor informed of problems and solutions.
  6. Maintains department policies and procedures by assessing practices, identifying strengths and weaknesses, and recommending changes to the supervisor.
  7. Maintains operations by initiating, recommending, coordinating and enforcing operational and personnel policies and procedures; and coordinating, developing and maintaining comprehensive procedures for each position in the operational area of responsibility.
  8. Manages diversity in the workplace by understanding, supporting and practicing equal employment opportunity regulations and participating in all mandatory training regarding this and related topics.


  1. Maintains account records by updating member information as necessary.
  2. When directly serving members, cross-sells credit union services by answering inquiries, actively informing members of new services and product promotions, ascertaining members needs, directing members to other staff as appropriate.


  1. Maintains member and employee confidence and protects operations by keeping information confidential and sharing on a business-related as-needed basis only.
  2. Engages in problem resolution by clarifying the members and/or employees complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution; and keeping the supervisor informed of problems and solutions.
  3. Complies with UKFCU policies and procedures by enforcing and adhering to internal UKFCU procedures and board-established policies.
  4. Complies with federal, state and local regulations and legal requirements by enforcing and adhering to requirements.
  5. Maintains professional and technical knowledge by maintaining an awareness of competitors rates and terms, industry trends and technology; attending staff meetings; identifying opportunities to attend seminars that enhance skills and maintain knowledge of new products that could assist in improving operational effectiveness; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; and participating in professional societies.
  6. Contributes to a team effort by accomplishing corporate and individual goals and other related results as needed.


  • Professionalism in all communications.
  • Commitment to the Credit Union movement and philosophy.
  • Integrity in all actions.
  • Ability to identify the needs of the member and provide services to meet those needs.
  • Accountability to established metrics and performance goals.

Job Requirements:


  • Five to ten years of similar or related experience, including collections.
  • Four year college degree or equivalent.
  • Ten-key calculator and general computer keyboarding experience.
  • Ability to communicate with others one-on-one and in groups, fielding questions and responding to complaints.
  • Ability to motivate and influence others, foster sound relationships, present a trustworthy and diplomatic image, and deal effectively with others concerning topics of a personal or sensitive nature.
  • Strong, friendly voice and demeanor, good diction.
  • Ability to add, subtract, multiply and divide all units of measure using whole numbers, fractions and decimals with American currency, and to apply these concepts to practical solutions.
  • Ability to compute rate, ratio and percent with American currency, and to apply these concepts to practical solutions.
  • Ability to define problems, collect data, establish facts and draw conclusions while dealing with a variety of abstract and concrete variables.
  • Ability to write reports, correspondence, policies and procedures.
  • Ability to work independently.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to walk and stand. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will be required to work indoors in a climate controlled office setting. The noise level in the work environment is usually moderate.


The mental characteristics necessary to competently perform this job include the occasional need to be persuasive, use good judgment; and, the continuous need to use auditory perception, memory, and reasoning ability.

*The intent of this job description is to provide a representative summary of the types of results that will be required of the positions given this title, and shall not be construed as a declaration of the specific responsibilities of any particular position.  Employees may be requested to perform job-related tasks other than those specifically outlined in this description.