Chevron Federal Credit Union

Collections

• Oversees day-to-day performance of the Collections team
• Directly manages a portfolio of complex, sensitive, or escalated collection, loss mitigation, and asset recovery matters
• Develops and implements strategies to minimize loan and share losses
• Conducts analysis of delinquent accounts
• Establishes and maintains relationships with delinquent members
• Handles escalated collection calls on delinquent loans
• Monitors and analyzes collection performance metrics
• Manages and liquidates repossessed and foreclosed loan collateral
• Stays informed of regulatory requirements related to loan and share loss mitigation

Collections Manager

Vice President

• Leads CFCU’s Enterprise Platforms function, with responsibility for the technical and operational strategy, performance, and delivery of workflow, integration, automation, and emerging AI platforms.
• Leads teams across product management, integration engineering, and operations.
• Partners across the enterprise to deliver secure, scalable solutions and measurable outcomes.
• Owns the end-to-end delivery for Enterprise Platforms.

AVP, Enterprise Platforms

General

• Deliver excellent member experiences by responding to member inquiries in a courteous, professional, and highly accurate manner
• Build high value member relationships by actively listening and engaging with members to discover needs and provide positive solutions
• Handle complex member requests and work in multiple workgroups
• Process financial and account maintenance transactions performed by the Call Center
• Proactively engage member interest in Credit Union products and services
• Educate members regarding how to reach financial goals and self-serve options
• Troubleshoot and resolve member issues

Member Experience Specialist

• Assists in the processing of real estate loan department activity.
• Reviews file documentation for completeness and consistency.
• Assembles, collates and maintains documentation in proper processing order.
• Pre-screens loan applications for qualifications.
• Efficiently manages and monitors a pipeline of assigned loans.
• Maintains a weekly status report on all files.
• Prepares all applicable file documentation including regulatory disclosures.
• Orders preliminary title reports, appraisals, and flood certifications.
• Communicates loan processing information to members and other stakeholders.
• Prepares loans for final underwriting approval.

Senior Mortgage Processor

Analyst

• Serves as a senior strategic analytics partner to various stakeholders including Executive Leadership.
• Leads enterprise profitability analytics across products, member segments, channels, branches, and lines of business.
• Analyzes member and product trends, profiles, and historical data to generate actionable insights and recommendations for business improvements.
• Develop and maintain forecasting models to predict loan growth, deposit trends, and member behavior patterns in support of strategic and operational planning.

Senior Business Information Analyst

• Serve as the enterprise lead for member experience, partnering with business department leaders to improve member journeys, reduce friction, and strengthen consistency across channels.
• Diagnose and resolve member and employee-facing process breakdowns through hands-on collaboration with frontline, operations, lending, digital, and support teams.
• Own enterprise survey governance, survey standards, and vendor relationships, ensuring feedback data is translated into prioritized actions and measurable improvement.
• Set, track, and reinforce service-level expectations for key member-facing processes across departments, elevating accountability and visibility with leadership.
• Lead the cross-functional Member Experience Committee and related forums, prepare data-driven updates, tracking action items, and escalating stalled progress when needed.
• Consolidate transactional and relational feedback into enterprise insights, identify recurring themes, and curate top priorities for improving loyalty, retention, and ease of doing business.
• Provide regular reporting to executive leadership and strategic forums on member experience trends, service metrics, progress on improvement initiatives, and business impact.
• Lead or participate as part of the team for Credit Union-wide initiatives and projects, as needed.
• Support executive leadership in shaping and advancing priority member experience initiatives by coordinating insights, preparing materials, and helping drive follow-through across cross-functional efforts.
• Partner with department heads to ensure detractor recovery, follow-up discipline, and experience improvement efforts are coordinated and sustained across the enterprise.

Collections Manager

AVP, Enterprise Platforms

Member Experience Specialist

Senior Mortgage Processor

Senior Business Information Analyst

AVP, Member Experience