Member Services Director, on-site

Job Description

Job Description

Universal 1 Credit Union

Job Description

 

Position Title:

Member Services Director

Department:

Operations

Salary Grade:

13

Status:

Exempt

Position Reports to:

Chief Operations Officer

Positions Supervised:

Member Service Areas as Assigned

 

POSITION PURPOSE

Provides strategic leadership, oversight, and operational direction for service center delivery, virtual member service operations, float coverage, and payments functions. This position is responsible for ensuring exceptional member experience, operational excellence, regulatory compliance, team development, efficient payment processing, and alignment with Credit Union goals. Serves as a member of the management team, promotes U1 values, and partners with leadership across the organization to support service quality, growth, risk management, and continuous improvement. Position will be responsible for multiple member service areas as assigned and will act as a backup to other Member Service Directors.

 

 

ESSENTIAL FUNCTIONS AND BASIC DUTIES

 

Upholds U1 Values

• Trustworthy
• Assume responsibility for the effective and efficient administration and performance of direct reports functions
• Serve as back-up to Member Services Director
• Oversee the delivery of a full range of services to members
• Friendly
• Foster a collaborative, accountable, and member-focused culture
• Collaborate effectively with credit union departments, maintaining effective professional relationships
• Reliable
• Drive operational consistency across all Service Centers
• Support front-line staff, filling in as Service Manager as needed and working in all capacities of a service center
• Meet deadlines and respond in a timely manner

 

Operational Leadership

• Oversee the daily operations and performance of service center locations, virtual service center operations, payments team, and float coverage.
• Ensure consistent application of policies, procedures, service standards, internal controls, and security expectations across assigned areas.
• Serve as a visible leader, promote positive employee relations, and be a culture carrier for the Credit Union's mission and values.
• Ensure proper staffing, scheduling, and coverage across service centers and assigned teams.

 

Member Experience & Growth

• Drive exceptional member experience and service quality across service centers, virtual channels, and payment-related member interactions.
• Support member growth initiatives including new accounts, lending referrals, product options, and member relationship development.
• Monitor member feedback, service metrics, payment service indicators, and team performance results.
• Partner with marketing, community engagement, and internal departments to support member service, community engagement, and organizational initiatives.
• Ensure professional business relations are established and maintained with members, vendor partners, community contacts, and Credit Union personnel.

 

Sales & Performance Management

• Ensure performance goals are aligned with organizational objectives and department expectations.
• Monitor sales, service, productivity, quality, and operational metrics; develop and implement action plans to address gaps.
• Coach leaders and staff on consultative sales, relationship-building techniques, member advocacy, and service recovery.
• Recognize and reward strong performance and provide coaching, feedback, corrective action, or development support when needed.
• Conduct regular one-on-ones, performance discussions, staff meetings, and follow-up conversations to promote accountability and communication.

 

Operational, Payments & Compliance Oversight

• Ensure assigned service center, virtual service, float, and payments operations comply with regulatory requirements, internal controls, security requirements, and Credit Union policies and procedures.
• Oversee team responsibilities including, but not limited to, SEG payroll, ACH, checks, wires, debit card disputes, ATM disputes, credit card adjustments, remote deposit capture, refunds, daily IRA exception processing, and annual 1099 tax exceptions.
• Support audits, exams, internal reviews, and external document submissions; address findings, corrective actions, and required responses in a timely manner.
• Monitor cash controls, electronic payment controls, physical security, fraud prevention practices, and payment system risk.
• Assist with the development, implementation, and periodic review of policies, procedures, planning, and short- and long-term goals that support the corporate-wide plan.
• Prepare reports and analyses of departmental, divisional, operational, and performance results.
• Coordinate electronic payment efforts with appropriate departments and advise managers in handling electronic payment entries, reports, and related analyses.
• Keep senior management informed of significant issues, emerging risks, operational concerns, and recommended improvements.

 

 

Talent Development

• Recruit, develop, and retain service center, virtual service center, float, and payments leadership talent.
• Ensure 30-60-90-day reviews, performance evaluations, required training, coaching documentation, and annual training are completed for assigned teams.
• Identify training needs, cross-training opportunities, process knowledge gaps, and succession planning needs.
• Provide leadership through effective objective setting, delegation, communication, mentoring, and training.
• Ensure staffing levels are appropriate and support interviews, hiring, onboarding, and personnel assignments as needed.
• Support personnel as needed by providing guidance, resources, escalation support, and hands-on assistance.

 

 

QUALIFICATIONS

 

Education/Certification:

• High school diploma or equivalent.
• Bachelor's degree in business, finance, management, or related field, or equivalent experience, is preferred.
• Current with Nationwide Multi-state Licensing System & Registry (NMLS) or the ability to acquire within 120 days of employment.
• Current Accredited ACH Professional (AAP) certification, preferred.
• Current National Check Professional (NCP) certification, preferred.

 

Experience Required:

• Five years of related progressive experience, preferably in a financial institution or credit union environment.
• Three years of service center, branch, multi-branch, operations, or payment systems leadership experience preferred.
• Demonstrated experience leading teams, managing operational performance, supporting audits or regulatory requirements, and improving service delivery.

 

Knowledge/Skills/Abilities :

• Strong understanding of credit union operations, policies, products, services, and procedures.
• Understanding of the Credit Union's field of membership.
• Thorough knowledge of payment systems and regulations, including ACH, wires, checks, card disputes, remote deposit capture, and related processing functions.
• Working knowledge of regulatory requirements, internal controls, audit processes, government reporting requirements, and fraud prevention practices.
• Experience with core banking systems, payment systems, operational reporting, and related information systems.
• Demonstrated excellence in organization, analysis, problem-solving, communication, public relations, and change management.
• Strong leadership and management skills with the ability to coach, develop, motivate, and hold teams accountable.
• Ability to work in stressful, high-pressure situations while maintaining professionalism and sound judgment.
• Adept at Microsoft Office products, including word processing and spreadsheet applications.
• Able to use PC equipment, telephone, printers, and other standard office equipment.

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WORK ENVIRONMENT/PHYSICAL ACTIVITIES

 

Work Environment, Physical, and Intellectual Demands:

This is a moderately sedentary office classification although standing and walking between work areas is required. Individual(s) in this position must possess the mobility to work in a standard office setting and use standard office equipment, including a computer; visual acuity to read printed materials and a computer screen; and hearing and speech to communicate and convey detailed instructions accurately in person, before groups, and over the telephone.

 

Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator at a reasonable speed, to pick up small objects, and to operate standard office equipment. The noise level is usually moderate and typical of those in a typical office.

 

Person(s) in this classification occasionally bends, stoops, kneels, reaches, climbs, and walks; and pushes and pulls drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects weighing up to 10 pounds regularly, and up to 25 pounds occasionally. Works in an office environment with moderate noise levels