MANAGER - MEMBER CARE GOVERNANCE at The Judge Group Inc. in Sacramento, California

Job Description:

Location: Sacramento, CA

Salary: $111,000.00 USD Annually - $115,000.00 USD Annually

Description: Our client is currently seeking a MANAGER - MEMBER CARE GOVERNANCE



General Description: The Member Care Governance Manager is responsible for overseeing a team engaged in member care governance management. This role plays a critical part in ensuring compliance with corporate initiatives and departmental processes in accordance with applicable laws and regulations. The Manager reviews self-assessments, identifies internal control gaps, and recommends improvements based on risk assessments. Additionally, the Manager supervises functions related to third-party vendors, including call quality monitoring and complaints tracking, and collaborates with process owners to develop and maintain effective business controls. The Manager also interacts with internal and external auditors during audits or examinations.



Tasks, Duties, Functions:

Team Leadership: Lead and supervise the Governance team. Foster a positive and engaging work environment through skill development, coaching for improvement and growth, inspiring team members, and promoting strong morale. Responsible for employee evaluations and disciplinary actions.

Compliance and Risk Management: Oversee first-line monitoring activities and call monitoring for secured and unsecured loans to ensure compliance with regulations and company policies. Measure, monitor, and manage risks associated with third-party vendors, including reputation, compliance, operational, strategic, and investor risks. Act as a liaison with auditors and examiners during audits or examinations.

Third-Party Vendor Oversight: Implement, oversee, and manage the Third-Party Vendor Oversight Program, including annual certifications, performance scorecards, complaint monitoring, transaction monitoring, monthly call reviews, financial management, user controls, and site visits.

Policy and Process Management: Ensure timely completion and closure of audits, compliance tasks, and complaints. Communicate with vendors, departments, and Member Care teams for error resolution and information sharing. Conduct annual reviews of policies, procedures, and disclosure statements while performing risk assessments. Keep departmental policies and procedures up to date.

Internal Controls and Testing: Identify risks and develop, test, implement, and document business controls to ensure compliance. Track and report monthly vendor complaints and conduct analyses for third-party vendors and Member Care teams.

System and Process Improvement: Validate, test, and implement system enhancements. Streamline processes to eliminate labor-intensive tasks.

Regulatory Knowledge: Maintain up-to-date knowledge of state and federal laws and regulations related to compliance and stay current on relevant software systems and organizational policies.

Audit and Compliance Interaction: Respond to audits and reviews, develop action plans, and use the ERM tool to store controls, test results, and action plans. Create reports to monitor vendor performance and identify issues.

Consultative Support: Provide consultative advice to Servicing Operation Leadership for developing Department Compliance Programs, ensuring tasks are initiated and implemented according to policy changes.

Reporting and Communication: Develop and manage reports for categorization, response/resolution, and root cause analysis. Review staff reports for accuracy and completeness. Ensure key regulatory compliance accomplishments are communicated to senior management and discuss vendor scorecards, regulatory changes, and change management programs in monthly forums.

Subject Matter Expertise: Serve as a subject matter expert on all processes and systems within Member Care, enabling effective oversight, troubleshooting, reporting, and strategic decision-making.

Employee Engagement: Promote team building and collaboration through activities such as team-building events, regular meetings, and cross-functional interaction. Implement recognition and feedback mechanisms to ensure satisfaction and professional development among employees.

Loan Coding Accuracy: Ensure timely and accurate loan coding and FCRA codes for all products in Member Care.

Regulatory Requirements and Risk Management: Develop and maintain an understanding of regulatory requirements and inherent risks, establish control activities to mitigate risks, and ensure operational compliance with relevant regulations.

Perform other duties as assigned.

Physical Skills and Abilities:

• Effective oral and written communication skills for training staff, evaluating performance, and addressing audit/examination feedback.
  
  


• Manual dexterity to operate standard office equipment, including computers, calculators, fax machines, and telephones.
  
  

Organizational Contacts and Relationships:

• 
  Internal: Collaborates with Member Care, Lending, Consumer Loan Servicing, Member Service, Branch Staff, Dealer Services, Card Operations, and other internal teams.
  
  


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  External: Interacts with auditors, examiners, members, legal counsel, peers in financial institutions, law enforcement agencies, repossession firms, judicial departments, credit reporting, and third-party collection agencies.
  
  

Qualifications:

Education: Bachelor's degree in business, finance, or related field. Equivalent work experience in a financial institution will also be considered.

Experience:

• Progressive regulatory compliance or QC experience within a financial institution.
  
  


• 7+ years of management experience in consumer loans, commercial loans, and default management, with detailed knowledge of bankruptcy, foreclosure, legal processes, repossession, and remarketing in California.
  
  

Knowledge/Skills:

• Strong leadership and presentation skills, with a proven ability to manage and motivate teams.
  
  


• Proficiency in Excel, Word, PowerPoint, and Access preferred.
  
  


• Thorough understanding of laws and regulations governing collections, including FDCPA, CFPA, FCRA, UDAAP, SCRA, RESPA, TCPA, Reg B, Reg Z, Bankruptcy, and CFPB Mortgage Servicing Final Rules.
  
  

By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help.



Contact: jbraden@judge.com


This job and many more are available through The Judge Group. Find us on the web at www.judge.com Apply Now