Director of Member Experience & Operations

Universal 1 Credit Union; Dayton (OH); On-site; USD 90,000 - 130,000; Full time

Job summary

Universal 1 Credit Union is seeking a Member Services Director to lead service center delivery, virtual member services, and payments operations. The role ensures exceptional member experiences, regulatory compliance, and alignment with organizational goals within the Operations department.

The position requires strong leadership, strategic direction, and the ability to back up other Member Service Directors when needed.

Qualifications

• High school diploma or equivalent; Bachelor’s degree preferred.
• NMLS licensing required or ability to obtain within 120 days.
• AAP and NCP certifications preferred.
• Five years of related progressive experience, preferably in financial institutions.

Responsibilities

• Provide strategic leadership for service center delivery, virtual member service operations, and payments functions.
• Ensure exceptional member experience, regulatory compliance, and operational excellence.
• Oversee staffing, scheduling, and performance across service centers and paid services teams.
• Coach leaders on consultative relationships and service quality; drive growth initiatives.

Skills

Leadership

Operations

Payments

Regulatory compliance

Team development

Education

High school diploma or equivalent

Bachelor's degree in business, finance, management, or related field

NMLS licensing (within 120 days)

AAP certification, preferred

NCP certification, preferred

Job description

Universal 1 Credit Union is seeking a Member Services Director to lead service center delivery, virtual member services, and payments operations. The role ensures exceptional member experiences, regulatory compliance, and alignment with organizational goals within the Operations department.

The position requires strong leadership, strategic direction, and the ability to back up other Member Service Directors when needed.