AVP, Member Services

At VCCU, we are proud of the work we do to improve the financial well-being of our members and our community. If you seek meaningful work building stronger financial futures and aspire to create a positive difference in your community, we’d love to hear from you!

About The Role

Reporting to the Chief Operating Officer, the AVP of Member Services is a key member of our leadership team and is responsible for driving the strategic direction and operational excellence of our retail branch network and member service channels. This role provides oversight of branch sales and service, and the overall member experience, ensuring consistency, quality, and compliance.

The AVP of Member Services plays a critical role in achieving the Credit Union’s organizational goals—membership growth, deposit growth, and direct consumer loan growth—while also cultivating employee engagement, member satisfaction, and long-term organizational success. This position requires a strategic leader who can balance operational oversight with innovation, leading change while maintaining a strong focus on compliance and service excellence.

This is a key member of the Member Services team and requires fully onsite work at VCCU’s OceanView Headquarters. May travel to branch locations throughout Ventura and Santa Barbara Counties.

What You’ll Do

• Lead, develop, and oversee the Credit Union’s branch and member service operations, to ensure alignment with organizational goals and regulatory requirements.
• Collaborate with executive leadership to implement strategies that enhance member satisfaction, employee engagement, and organizational growth.
• Build and execute strategic plans to support membership growth, deposit growth, and lending goals, with a strong focus on member engagement and service quality.
• Responsible for the total administration, planning, organizing, directing and controlling the quality of services, daily operations and long-term planning for the branch network.
• Oversee the Senior Branch Operations Specialist, ensuring operational consistency, policy compliance, and successful completion of internal audits and process reviews.
• Directly supervise branch and department managers, providing leadership, coaching, and development opportunities to strengthen performance across all service channels.
• Collaborate with cross-functional teams (Marketing, Accounting, HR, etc.) to support organizational initiatives.
• Design, implement, and monitor operational policies, procedures, and internal controls to ensure compliance with audits, regulations, and security standards.
• Manage branch audit/exam cycle, including follow up on audit exceptions and policy/procedure updates, oversight of cash and operational soundness in the branch network.
• Manage division budgets, allocate resources effectively, and ensure projects and product releases are delivered on time and within budget.
• Review and analyze branch performance metrics, activity reports, and forecasts, using data to drive operational improvements and ensure consistency across the branch network.
• Partner with Compliance and Risk to manage vendor relationships, including contract negotiations, due diligence, and renewals.
• Ensure ongoing employee sales & service training, coaching, and performance management, fostering a culture of accountability, professional growth, and member-first service.
• Represent the Credit Union at industry events, committees, and community forums, modeling executive leadership and commitment to member service.

What We’re Seeking

• 8 years of progressive experience in retail banking, credit union operations, or financial services, including 4 years in a leadership role.
• Experience managing multiple branch locations or member service operations.
• Skilled in operational oversight and change management, with the ability to balance long-term vision and day-to-day execution.
• Strong understanding of branch operations, audits, compliance, and member experience strategy. Including advanced understanding of applicable rules, state and federal regulations, and guidelines for Credit Unions.
• Bachelor's degree in Business Administration, related field, or equivalent experience.
• Based on experience and organizational needs, this role may transition to a Vice President level position.

What Will Make You Stand Out

• Excellent communication and people leadership skills with a passion for coaching and developing teams.
• A strong relationship-builder who can represent the Credit Union with professionalism and credibility in the community and the industry.
• Ability to effectively communicate technical concepts and strategies to staff, top management, business stakeholders, and external partners.
• Driven by purpose, with a genuine commitment to the Credit Union philosophy of “people helping people.”

What’s In It For You

VCCU is an Equal Pay Champion and we offer a competitive total rewards package!

• Paid Volunteer Time
• Paid Time Off, including Sick/Vacation/Holidays
• Medical/Dental/Vision/Supplemental Benefits
• 401k Employer Match & Safe Harbor Contribution
• 457b Retirement Plan
• Company Sponsored Life & LTD Insurance
• Cell Phone Reimbursement
• Education Reimbursement
• VCCU Membership and Rate Discounts

We are dedicated to building an inclusive and authentic workplace that values unique voices and experiences, backgrounds and identities. We are an equal opportunity employer who celebrates the diversity of our employees and our members and strives to represent the many communities we serve.