Director of Member Services

About the Role We are seeking a strategic, results-driven Director of Member Services to lead our branch network and contact center operations. This senior leadership role is responsible for delivering a seamless, high-quality member experience across all service channels while driving operational excellence, team performance, and organizational growth. You’ll partner closely with executive leadership to enhance service delivery, strengthen member relationships, and implement data-driven improvements that support our mission and long-term success. What You’ll Do Lead and oversee branch and contact center operations to achieve service, sales, and efficiency goals Develop and execute a cohesive member experience strategy across in-person, phone, and digital channels Manage and coach leaders (Regional Branch Manager and Contact Center Manager) to drive performance and engagement Analyze KPIs, service metrics, and trends to inform decisions and improve outcomes Lead workforce planning, succession planning, and talent development initiatives Ensure compliance with policies, procedures, and regulatory requirements Drive operational improvements, streamline processes, and enhance the member journey Manage key projects including new products, process improvements, and system implementations Oversee budgeting, expense management, and vendor relationships Serve as an escalation point for complex member issues Foster a culture of accountability, collaboration, and continuous improvement What You Bring Experience 7–10 years of progressive leadership in retail banking, branch operations, or contact center environments Proven success leading multi-location teams and service channels Strong background in operations, service delivery, compliance, and risk management Experience developing leaders through coaching and performance management Skills Strategic thinking and data-driven decision-making Strong leadership, communication, and influencing skills Project management and process improvement expertise Knowledge of core banking systems and service platforms Education Bachelor’s degree in Business, Finance, Management, or related field preferred (or equivalent experience) Why Join Us Be a key leader shaping the future of member experience Work in a collaborative, mission-driven organization Lead impactful initiatives that improve service, efficiency, and growth Develop high-performing teams and future leaders Additional Details This role requires travel between branch locations and attendance of key events Must be comfortable working in a fast-paced, multi-priority environment Hours: SkyPoint FCU is open M-F 9am-5pm Working Hours: Monday-Friday 8:45am-5:15pm Based upon business needs, this position may require working at or transferring permanently to neighboring branches within a reasonable commuting distance. Benefits: Holidays: Eleven (11) paid per year Leave: You will earn Paid Time Off and Personal, Sick and disability leave. Annual leave is accrued at 4.6 hours per pay period (15 days per year). Two personal days are earned per year. Sick leave is accrued at 4.62 hours per pay period with a maximum accrual per year of 120 hours. Insurances: Employees are offered medical, prescription, dental, vision and disability insurance. The credit union pays a portion of the monthly premium, and the employee pays a portion. Available providers and costs will be discussed during orientation. All insurance except disability is effective the first of the month following date of hire. Life Insurance: All full-time employees are required to have Group Term Life (GTL) insurance equal to 1x’s their basic annual earnings, up to $200,000. Active employees over age 65, their coverage is reduced to 65% of the pre-65 face value. This policy is County paid 80%, and employee paid 20%. Additional coverage can be purchased. Information will be available during orientation. 401(a)/Deferred Compensation: You will be eligible to participate in the SkyPoint FCU Retirement 401A plan after 6 months of employment. Information about retirement options will be presented during orientation. Equal Employment Opportunity Statement: Skypoint FCU is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Skypoint FCU expressly prohibits any form of workplace discrimination or harassment based on any of the aforementioned characteristics. We are dedicated to promoting a diverse and inclusive workplace, and we welcome and encourage individuals from all backgrounds to join our team. If you need assistance or accommodation in the application process, please contact Skypoint FCU’s Human Resources Department at [email protected].