S.V.P/Member Services chez LBS Financial Credit Union

Are you ready to transform a growing member base from a customer roster into an engaged, thriving community?

We are seeking an experienced and strategic leader to join our team as the Senior Vice President of Member Services. This role oversees all aspects of member service delivery across retail branch operations, electronic services, call center operations, compliance, payment systems, item processing, and fraud management. The SVP will be instrumental in shaping and executing strategies that elevate member experiences while ensuring operational excellence, compliance, and efficiency.

JOB REQUIREMENTS & RESPONSIBILITIES 

This is an on-site position located in Westminster, CA.

The SVP will be instrumental in shaping and executing strategies that elevate member experiences while ensuring operational excellence, compliance, and efficiency. They’ll oversee organizational service quality performance and establishes ongoing strategies to continuously improve service results through frontline delivery channels. Holds oversight for the Credit Union’s retail branch operations, investment services, compliance, and call center operations.

• Provide leadership, direction, and oversight of multiple departments impacting member service.
• Develop and implement policies, procedures, and service standards to enhance operational effectiveness.
• Drive innovation in electronic delivery channels, payment systems, and frontline operations.
• Ensure compliance with all applicable federal and state regulations, including BSA/OFAC/AML/CIP.
• Lead and mentor Vice Presidents and their teams, fostering high performance and employee engagement.
• Collaborate with cross-functional teams (Marketing, Accounting, HR, etc.) to support organizational initiatives.
• Represent the Credit Union in member service matters, including contracts, agreements, and complaint resolution.
• Partner with Internal Audit and external auditors to ensure compliance and address findings.
• Monitor industry trends, regulatory changes, and economic shifts to anticipate and recommend improvements.
• Please see attached Job Description for full list of responsibilities

EDUCATION/EXPERIENCE PREREQUISITES

• Minimum of 8 years’ progressive experience inside a financial institution, preferably a Credit Union with a demonstrated ability in the member service area. These areas include Retail Operations, Investment Services, Compliance, and Information Central (call center).
• Professional with a mastery level of understanding of Credit Union philosophy.
• Understanding and ability to execute on strategic direction and initiatives of LBS Financial by managing through direct reports.
• Advanced knowledge and understanding of applicable rules, state and federal regulations, and guidelines for Credit Unions.
• Demonstrated ability in successfully staffing the member service organization. 
• Experience in communication techniques, exhibited by positive verbal and strong written skills, and teamwork attitude. 
• Proficient in Microsoft Office and Outlook.
• Ability to manage multiple projects simultaneously.
• Ability to work efficiently and collaboratively with all levels of employees. 

BENEFITS & TOTAL REWARDS

• Medical, Dental, and Vision
• Paid Holidays, Sick Time, and PTO
• Defined Benefit Pension Plan 
• Voluntary 401(k) and Roth(k)
• Insurance: Life, AD&D, LTD
• Travel Assist
• Rewards and Recognition Program
• Educational Reimbursement
• Paid Volunteer hours
• Loan discounts and free branch services
• Discount entertainment: movie tickets, travel, car rentals, and much more
• Plus, a variety of additional voluntary benefits

PAY RANGE

In accordance with California’s Pay Transparency Act, the expected salary range for this position is between: 

$191,390.00 - $240,258.00

Actual pay will be determined based on a candidate’s specific qualifications, including their knowledge, skills, education and experience, internal equity consideration, as well as other job-related factors permitted by law.

Note: As part of our screening process, LBS Financial conducts background investigations on candidates who are extended an offer and who agree and authorize us to do so. This investigation will include:

• Employment Verifications - Employment Dates & Job Titles
• Credit Report
• Criminal Records Search
• Social Security Search
• Governmental Registries Search 

Additionally, candidates must be eligible to be bonded through a fidelity bond to cover employee loss and risk.

For additional information about our Credit Union and to apply for this opportunity, please visit our website at www.lbsfcu.org/careers. EOE