Chief Member Services Officer - Cincinnati Police Federal Credit Union : Job Details

COPFCU is a not-for-profit financial institution dedicated to serving the financial needs of all of our public servants and their families: Cincinnati's Police Force, Firefighters, Government Employees and Public School Teacher and Administrators. Our daily commitment is to give back to all those who have given so much to keep our community safe, educated and supported. Unlike typical commercial banks, our credit union is able to provide numerous financial benefits you simply can't find anywhere else. Lower rates for loans. Friendlier credit terms. Higher rates for savings, certificates and IRAs. All for the greater good of your family and your future. This individual will provide executive leadership for all member-facing service channels, including branch operations and the call center. Partnering closely with the Chief Member Experience Officer, the CMSO ensures the delivery of consistent, high-quality service experiences that reflect the credit union's brand promise while driving operational excellence and efficiency. This role bridges strategy and execution, ensuring that the credit union's vision for member experience is realized in daily interactions. Description of Position: • Oversee all aspects of branch operations and call center management, ensuring consistent service standards, operational efficiency, and regulatory compliance. • Collaborate with the Chief Member Experience Officer to translate marketing and experience strategies into actionable operational practices across member service channels. • Partner with the CFO to align operational performance with financial goals, including cost efficiency, staffing models, and growth objectives. • Develop and implement performance metrics that measure service quality, member satisfaction, and channel effectiveness. • Lead, mentor, and develop leaders in branch and call center operations, fostering a culture of accountability, innovation, and member-centric service. • Drive continuous improvement in processes, technology utilization, and staffing approaches to adapt to changing member needs. • Champion the integration of digital and in-person service delivery, ensuring seamless experiences across channels. • Assist in directing credit union operations, which include planning, recommending, and implementing programs and policies, and providing general administrative direction. • Ensure that the President/CEO is kept fully informed on the conditions and operations of the credit union and of all important factors influencing them. • Hold periodic staff meetings. Identify areas for improvement, changes in procedures, new developments, or changes in services or products. Keep staff up to date on trends and general credit union information. • Coordinate with HR in overseeing and recommending hiring, promotions, transfers, terminations, and other changes in status of assigned employees. • Evaluate the job performance of subordinate employees to ensure quality of work and service to members. • Participate in the credit union's long and short-term strategic planning. Set individual and departmental plans to align with the credit union's business plan. Establish and ensure the implementation of target goals for the department. • Communicate credit union goals and direction with all employees to ensure a clear understanding of rules, regulations, requirements, and expectations. Qualifications and Requirement Bachelor's degree or master's degree in business administration or finance and equivalent industry experience required Senior leadership experience in retail banking or credit union operations, with oversight of multi-site networks and call centers. Strong record of driving operational excellence while enhancing member or customer satisfaction. Demonstrated ability to partner effectively with peer executives to align strategy with execution. Skilled in change management, leadership development, and building service-driven cultures. Benefits Medical, Dental and Vision Life, LTD & STD employer paid 100% 401K & ROTH Participation Additional discounts on Credit Union products Company Paid Time Off