Member Solutions & Recovery Manager

Find Solutions. Recover with Purpose. Guide Members Forward.

Do You Belong Here?

Bronco Federal Credit Union (Franklin, VA) was chartered in 1941 to serve the workers of the paper mill in Franklin, Virginia. For more than 80 years, it has stood by its members through floods, mill closures, recessions, and a pandemic. Bronco knows that financial hardship can happen to anyone, and that how a credit union responds in those moments defines who it is.

Bronco is seeking a compassionate, results-driven leader to serve as its Member Solutions & Recovery Manager. This leader will oversee the credit union’s collections and recovery function, balancing a firm commitment to protecting loan portfolio quality with a member-first approach that helps people get back on their feet.

Reporting to the Chief Lending Officer, the Member Solutions & Recovery Manager will lead the team responsible for delinquency management, loss mitigation, and recovery. They will partner closely with lending, member service, and finance to reduce losses and strengthen member relationships.

Is Your Purpose Helping Members Find a Path Forward?

This leader will set the strategy and daily direction for Bronco’s collections and recovery efforts, from early-stage delinquency through charge-off and post-charge-off recovery. The work includes developing workout solutions such as payment plans, loan modifications, and extensions that help members resolve hardship while protecting the credit union’s interests. It also includes overseeing repossessions, bankruptcies, skip tracing, and relationships with outside agencies and legal counsel.

The Manager will monitor delinquency and charge-off trends, analyze portfolio performance, and provide clear reporting and recommendations to senior leadership. The role also requires keeping the department in step with collection laws and regulations, including FCRA, SCRA, bankruptcy law, and fair collection practices. That means maintaining sound policies, procedures, and documentation.

Just as important, this leader will coach and develop a team that treats every member with dignity and respect. They will look for ways to improve processes, make better use of technology, and give members the tools and guidance to avoid delinquency in the first place.

Can We Grow Together?

The ideal candidate brings at least five years of collections and recovery experience in a credit union, bank, or similar financial institution. Two years of supervisory or management experience is preferred. A high school diploma or GED is required.

The successful candidate will have strong knowledge of collection practices for consumer, real estate, and commercial loans, including workouts, collateral recovery, and charge-offs. They will also have experience managing legal collections and working with attorneys on bankruptcy, repossession, foreclosure, and litigation. This leader will bring sound judgment, strong negotiation skills, and the ability to handle sensitive conversations with empathy and professionalism. They will also be able to analyze results and present clear recommendations. Experience with Fiserv DNA or the Temenos collections platform is a plus, as is experience with a low-income designated or mission-driven credit union.

This leader will be equally comfortable working out a solution with a struggling member, analyzing delinquency trends, coaching their team, and presenting results to senior leadership.

For more than eight decades, Bronco has been there for its members when they need it most. The Member Solutions & Recovery Manager will carry that commitment forward, protecting the credit union’s financial strength while helping members find their way home.

The salary range for this position is $65,000–$91,000 annually. In addition to your base compensation, you will be eligible for a bonus incentive based on the successful completion of several predetermined goals and metrics.