Director Member Debt Solutions

Job Description

JOB INFORMATION

Title:

Director Member Debt Solutions

Officer Title:

Vice President

Grade:

32

FLSA Classification:

Exempt

Date Last Edited:

7/27/2026

Reports To:

Department:

Member Debt Solutions

URL Link

https://hvfcu.jdxpert.com/ShowJob.aspx?EntityID=2&jobcode=878

PRIMARY FUNCTION

Provides leadership and oversight of the Credit Union's end to end collections and loan recovery operations, including internal collections, third party recovery, legal remediation, and workout programs. Accountable for developing and executing strategies that minimize credit losses, preserve asset quality, and support long term financial soundness. Ensures strong risk discipline, regulatory compliance, and quality of execution, while driving operational efficiency, budget stewardship, and results aligned with the Credit Union's mission, values, and strategic objectives through leadership of the Member Debt Solutions Department

•

Provide strategic leadership and oversight of the Member Debt Solutions Department. Set enterprise-wide collections, asset recovery, and loan workout strategies to achieve key financial and asset quality goals, aligned with the Credit Union’s risk appetite and business objectives.

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Oversee all departmental activities within approved budget limits. Develop and manage the annual budget, ensuring efficient resource utilization and cost-effective operations that meet performance targets.

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Ensure full regulatory compliance. Guarantee that all collections, bankruptcy, foreclosure, repossession, and workout practices adhere to federal, state, and investor regulations (e.g., CFPB, FDCPA, GSE servicing guidelines), maintaining the highest standards of compliance and ethical conduct.

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Provide strategic leadership for the modernization and transformation of collections, recovery, and loss mitigation operations through process redesign, technology adoption, automation, analytics, and vendor optimization initiatives.

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Stay current with industry trends and best practices. Monitor developments in the broader financial industry (e.g., changes in bankruptcy/foreclosure laws, new technologies in debt recovery) and incorporate best practices to continuously improve collections outcomes and further reduce loan losses.

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Work closely with Compliance, Internal Audit, and other risk management partners to ensure all Member Debt Solutions policies and procedures are followed and that the function upholds internal standards, audit requirements, and a strong risk/control environment.

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Manage external collection agencies, legal counsel, and technology vendors to support Member Debt Solutions operations. Set performance expectations, monitor service levels, and ensure all vendors meet contractual obligations and compliance standards.

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Mentor and coach managers and staff to deepen their technical expertise and leadership skills. Foster a high-performance, member-focused culture that emphasizes accountability, professional growth, and alignment with the Credit Union’s values.

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Develop, maintain, and monitor robust collections, recovery, and workout policies and guidelines to ensure process consistency, operational quality, and compliance with regulatory requirements and industry standards.

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Define key performance indicators for the collections function and monitor team productivity and results. Analyze performance data to ensure metrics are on target and take corrective action or optimizations as needed.

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Collaborate with other Lending/Loan executives to ensure consistent service levels and loan quality across the organization. Align collections and loss mitigation efforts with broader credit strategy and member experience goals, promoting a unified approach to credit risk management.

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Lead strategic projects and risk mitigation initiatives. Drive key projects within the Member Debt Solutions department (including process improvements and technology implementations) that enhance risk mitigation and streamline collections processes for better efficiency and member service.

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Ensure accurate reporting and risk monitoring. Oversee the preparation, analysis, and executive presentation of delinquency, charge-off, recovery, and portfolio performance metrics. Communicate trends, risks, opportunities, and strategic recommendations to senior leadership, executive committees, and the Board as appropriate.

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Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.

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Embrace and apply HVCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.

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Responsible for regular and predictable attendance including punctuality.

Bachelor’s Degree or at least 2 years equivalent experience for each undergraduate year not completed; undergraduate degree cannot substitute for minimum number of years of experience.

Business, Finance or related field.

X

Minimum 10 Years

prior experience in collections, lending, or credit risk

X

Minimum 7 Years

management / leadership experience in collections or loan servicing

X

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Strong financial acumen; adept at interpreting portfolio analytics, performance metrics, and financial data to drive data-informed decisions and optimize outcomes.

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Demonstrated expertise in organizational change management, including leading teams through strategic transformation, technology implementations, operating model changes, process redesign, and evolving regulatory requirements while maintaining employee engagement and business performance.

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Ability to set vision and strategy aligning initiatives with organizational goals and adapting to market trends and regulatory changes.

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Ability to effectively manage vendor partnerships and collaborate across departments to achieve integrated results.

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Familiarity with modern collections software, CRM systems, and business intelligence tools; proficient with general productivity tools (e.g., Microsoft Office suite).

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Advanced verbal and written communication skills; adept in communicating complex issues and strategies to diverse stakeholders.

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Proven skill in managing and developing high-performing teams, including coaching managers, fostering talent growth, and creating a positive, accountable work culture.

PHYSICAL DEMANDS

Frequency

Physical Demand

Weight (lbs.)

Frequently

Sit for prolonged periods of time

Frequently

Required to communicate verbally

Constantly

Normal range of vision and hearing abilities required

Occasionally

Lift and/or move objects

 10 lbs.

Occasionally

Travel outside of work location to attend meetings and training programs

WORK ENVIRONMENT

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Typically the noise level in the work environment is low to moderate.

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May experience occasional job stress in response to job demands.

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Standard office equipment including, but not limited to, a computer, telephone, copy/fax machines, etc.

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There are no significant hazardous conditions.

View Competencies

Leadership

Leads people towards meeting the organization’s vision, mission, and goals. Provides an inclusive workplace that fosters diversity, development, teamwork and continuous improvement.

Level 3

1. Builds and manages workforce based on organizational goals and budgetary considerations. Drives ongoing workforce planning and succession to support future vision. 

2. Develops networks and builds alliances; collaborates across boundaries to build strategic relationships and achieve common goals.

3. Looks towards the broadest possible view of an issue or challenge. Discusses multiple aspects and impacts of issues and projects them into the future.

4. Nurtures growth and development; promotes organizational learning within and across business units by providing challenging and stretching tasks and sharing key experiences.

5. Projects competence and composure. Communicates with credibility. Demonstrates situational- and self-awareness.

Service Excellence

Consistently incorporates Hudson Valley's member and employee value proposition, reinforcing organizational culture and brand differentiators.

Level 3

1. Creates a sense of accountability and personal ownership for employees and self.

2. Designs strategies to inspire peers and business unit to raise the bar of customer service delivery.

3. Establishes best practices for internal and external service excellence.

4. Monitors industry for trends in enhancing member service with special attention to financial services.

5. Systematically identifies potential problems when designing systems/processes using techniques including brainstorming and cost/benefit analyses to reduce the chances of unnecessary problems.

Results Driven

Drives critical activities to completion. Meets organizational goals and customer expectations.

Level 3

1. Conducts ongoing organizational unit performance and risk analysis, recognizing strategic opportunities for success as well as potential risks. Adjusts strategies to address opportunities as well as potential risks to ensure attainment of business unit targets.

2. Evaluates organizational benefits and impacts of regulations. Creates standards and business processes to ensure regulatory compliance.

3. Leads organizational units to drive critical activities to completion. Demonstrates how units contribute to organizational results.

4. Sets operational productivity measures in terms consistent with business strategy. Defines responsibilities and processes for monitoring, communicating progress, and measuring results.

Resiliency

Adapts positively to changing environments in order to achieve business results.

Level 3

1. Encourages new ideas and innovations; designs and implements new or cutting edge programs/processes.

2. Establishes programs that result in continuous improvement through innovation and lean thinking.

3. Guides others to understand and accept change more readily. Directs team through ambiguity to ensure ongoing success.

4. Leads a continuous cycle of innovation that incorporates feedback and lean thinking to improve future initiatives.

5. Remains in touch with the evolving needs and demands of the market and looks for trends and new ideas that might affect the organization.

Strategic Visioning

Takes a long-term view and builds a shared vision within the organization; acts as a catalyst for organizational change. Influences others to translate vision into action.

Level 3

1. Facilitates cross-boundary communication to surface and resolve issues proactively.  2. Leads the organization to develop and translate strategy into operational goals and priorities.  3. Modifies the organizational structure to address strategic leadership and talent needs.  4. Sees beyond short term commitments to a long-term competitive, sustainable position.  5. Stays in touch with the evolving needs and demands of the market and looks for trends and new ideas that might affect the organization.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee in this position.  Additional functions and requirements may be assigned by supervisors as deemed appropriate, with or without notice.

Nothing contained in this material creates a contract of employment between an employee and Hudson Valley Federal Credit Union or otherwise alters the at-will nature of the employment relationship.

Are you able to perform the essential functions listed in this job description with or without reasonable accommodation?  YES_______  NO_______

By signing below you certify that you have received this job description and understand the requirements, essential functions and duties of the position.  If you are currently employed in this position, your signature acknowledge that this job description accurately describes the position, including its essential functions.

Name:  _____________________________________________

Signature: _____________________________________________

Date:  _____________________________________________ 

Please also note that Hudson Valley Federal Credit Union respects the religious beliefs and practices of employees and will, on request, reasonably accommodate its employees when a reasonable accommodation is available that does not create an undue hardship on the Credit Union’s business.  Therefore, unavailability for work due to religious observances or practices may not be a bar to employment.