VP Member Account Resolution

Coastal Credit Union

1000 St Albans Drive

Raleigh, NC 27609


Position Description

Job Title: VP Member Account Resolution

Position Location: Raleigh, NC. This position is hybrid and requires the ability to relocate or living local to the Raleigh, NC area.


Your impact:


As Coastal's VP Member Account Resolution, you'll have the opportunity to use your leadership and management skills to develop, implement, and maintain collections and loss mitigation initiatives that support and align with the business strategies of the organization and support the Credit Union's ability to continue lending to members. You'll also have the opportunity to use your strong interpersonal skills as you work with internal/external customers and build a highly engaged team.


The contributions you can anticipate making:


Leading division results and goals by:

Establishing performance plans and standards

Integrating account resolution functions to provide robust delinquency management and loss

mitigation services while maintaining quality service to members

Assisting with the review and development of strategic plans for the department in relation to the

overall goals of the Credit Union and monitoring results

Assessing the efficiency and effectiveness of account resolution and recommending changes

Providing management with reports on trends and status of projects and resources

Accomplishing annual planned projects


Providing exceptional customer service by:

Managing vendor relationships and participating on vendor panels to ensure Coastal is receiving

maximum advantage of their products and services

Building a positive culture that inspires your team to do their best

Ensuring your staff has the knowledge and tools needed to perform well

Aligning resources to ensure consistent service levels


Developing team by:

Identifying each of your team member's talents and helping them do more of their

best work

Holding meaningful weekly check-ins with each team member to build relationship,

trust, and provide the opportunity for coaching, feedback, and recognition

Conducting stay interviews, performance pulses, and milestone connect meetings


Building a culture that embodies Coastal's values

Cross-training to ensure optimal coverage

Optimizing staff and processes

Ensuring your staff has the knowledge and tools needed to perform well

Successfully recruiting additional staff as needed

Protecting Coastal by:

Ensuring the Member Account Resolution and Loss Mitigation areas are fully compliant with all

applicable policies, regulations, and laws

Providing support for internal/external fraud investigators

Resolving audit and exam findings

Ensuring the BCP preparedness of your team


Controlling expenses and unit costs by:

Building strong third-party vendor relationships in order to optimize our service and contract


Participating in the budget-planning process with specific accountability for the budgets and

planning of the Member Account Resolution area


To be successful in this role, you will be:


A high achiever who thrives on being accountable for leading a team successfully achieving its goals.


A person who can influence and motivate others, building rapport, and creating an atmosphere where collaboration as well as individual strengths can thrive.


An individual who can make decisions in demanding situations, and is willing to be accountable for decisions made.


A person who can compile and analyze information to evaluate effectiveness and develop innovative solutions for improvement.


Someone who listens to research findings and applies their insights, expertise and experience to make recommendations for process improvement and optimization.


Interested? Here's what we need to see on your resume:




Eight years of experience performing similarly complex work in operational units of financial services organizations. Operational experience in lending operations expected.


Eight years of management experience including hiring, leading, and coaching staff.




Related college degree preferred.

How to Apply


Job Position Type
Application Deadline
Oct. 10, 2022