Job Description

Job Title: Sup - Member Servicing Operations
Status: Exempt
Reports to: Mgr - Business Member Support Account Servicing
Department: Business Member Support Center
Job Code: 12007
Pay Range: $93,700.00 - $96,000.00 Annually

WHO WE ARE:
Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE:
You lead member servicing operations by guiding high performing teams to deliver accurate, compliant, and exceptional service experiences that support Golden 1’s commitment to member-centric excellence across every interaction. You are a people-focused operational leader who applies sound judgment, analytical insight, and process discipline to oversee quality, manage risk, and continuously improve servicing workflows while achieving service level and performance goals. You partner cross functionally to resolve escalated member needs, implement system and process enhancements, and translate performance metrics, member feedback, and regulatory requirements into scalable improvements that strengthen the member experience and operational integrity.

WHAT YOU'LL DO:
• Ensure service excellence for all Golden 1 Credit Union staff and members by consistently reinforcing our Mission, Vision, and Core Values.
• Establish and oversee quality monitoring programs, including call audits and member feedback analysis. Use insights to refine processes, improve service delivery, and maintain compliance standards.
• Analyze Service Center metrics (e.g., service levels, average handle time, member satisfaction scores) and prepare reports for leadership
• Serve as the point of contact for escalated member concerns, coordinating with internal teams to deliver timely and effective resolutions while maintaining a positive member experience.
• Foster a collaborative, inclusive environment that encourages teamwork and innovation. Organize team-building activities and recognition programs to maintain high morale and engagement.
• Engage proactively with members via phone, email, and online channels to address credit, deposit, and servicing needs, ensuring a seamless experience from account origination through finalization and funding.
• Maintain effective communication across the Credit Union to coordinate information flow and accomplish organizational goals; foster a positive, inclusive, and engaging team environment.
• Monitor and oversee specialized servicing functions related to serving members
• Develop new processes and enhance policies/procedures to ensure service excellence and scalability; establish controls and monitoring protocols that mitigate risks consistent with the Credit Union’s risk appetite.
• Ensure all system enhancements, vendor programs, and product updates are thoroughly researched, tested, and implemented with exceptional member experience in mind.
• Maintain current knowledge of all Golden 1 products, services, policies, and procedures; demonstrate functional knowledge of required compliance courses annually and pass all regulatory tests relevant to job functions.
• Conduct regular one-on-one sessions, team huddles, and performance reviews to provide feedback, set goals, and identify growth opportunities. Implement training programs that enhance technical skills and member service excellence.
• Proactively develop and nurture mutually beneficial partnerships to ensure effective cross collaboration and teamwork with internal and external stakeholders.
• Provide additional support across the department and perform other duties as assigned.
• Maintain staffing plans to ensure adequate coverage for high call volumes, balancing efficiency with member experience. Monitor real-time adherence and adjust resources as needed.
• Collaborate with IT and vendor partners to implement new tools, optimize call routing, and enhance digital servicing capabilities.
• Implement controls to mitigate risks and maintain operational integrity.
• Drive production and service-related goals by managing pipeline, eliminating bottlenecks, and ensuring optimal service levels and member experience.
QUALIFICIATIONS AND PREFERENCES:
• Bachelor’s Degree in finance, or equivalent work experience in a related field preferred
• 6+ years of progressive experience in financial services operations with demonstrated leadership or supervisory capability. required
• Required licenses or registrations may apply depending on role responsibilities.
WHY JOIN US:
Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser: https://golden1.jdxpert.com/ShowJob.aspx?EntityID=2&id=3235
#LI-Hybrid
THIS JOB DESCRIPTION PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE’S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION’S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME.
REV. 4/2/2026