Vice President - Member Service
Listed on 2026-08-18
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Management
General Management, Operations Management, Corporate Strategy, Project & Program Management
Vice President Of Member Service
At Mountain America, the Vice President of Member Service is responsible for exceptional member experiences through hiring, developing, and leading Member Service leaders. This position collaborates closely with senior leadership, and peers, to develop and execute Member Service strategy that aligns with, and drives, the Credit Union's overall vision, mission, and objectives for exceptional member interactions. In addition, the individual in this role collaborates with peers to surface branch and organizational pain points and then works toward creating, and implementing, solutions to resolution.
The VP Member Service plans, organizes, directs, and controls all aspects of Branch Administration, including goal setting and leadership development, to ensure exceptional member experiences and branch performance throughout their area.
LOCATION
Mountain America Center - Hybrid
9800 S Monroe StSandy, UT 84070
SCHEDULE
Full Time
To be effective, an individual must be able to perform each job duty successfully.
Member Focus- Proactively identifies opportunities to improve the member experience and collaboratively works to create, implement, and execute strategies to improve the member experience.
- Consistently implements Member Service Team and Credit Union member experience strategies across area of responsibility.
- Hires, develops, and leads Regional Managers.
- Aligns Regional Managers, branch leaders, talent, resources, and operating routines to ensure consistent execution of strategic priorities across the branch network.
- Articulates a compelling vision, creating a strong connection between their vision and the member experience.
- Establishes performance requirements that are consistent with the organization and Member Service Strategy. Creates personal development plans for themselves and Regional Managers.
- Monitors performance of the Area, Regions, and Regional Managers, and coaches for continuous improvement and development.
- Fosters a culture of coaching as the primary means to scale and improve leader and team performance.
- Provides leadership and partners with Regional Managers to develop and retain highly competent, member service-oriented staff through selection, compensation, training, and day-to-day management practices which support the credit union's philosophy and values.
- Creates and models a culture that inspires, motivates, and reinforces accountability of development that is mirrored by Regional Managers and Branch Managers.
- Maintains pipelines of "ready now" talent to fill future leadership roles through active development and succession plans.
- Conducts regular branch visits with the Regional Manager, conducts frequent one on one visits with direct reports, regularly shadows peers and establishes a regular schedule of two down one on one interactions.
- Participates in the Member Service strategic planning process. Champions strategic initiatives and assists/oversees the implementation of the project plan(s) in support of short and long-term organizational goals.
- Develops and executes branch strategies that align with MACU's overall strategy and the Member Service strategy, translating enterprise priorities into clear regional plans, goals, and measurable outcomes.
- Identifies opportunities for continuous improvement and collaborates with others within the organization to move those projects forward. Monitors key metrics to gauge actual performance against expected results and reports back to senior leadership
- Researches, evaluates, proposes, and implements new/enhanced technology, services, or product offerings to enhance the member experience and/or branch performance.
- Collaborates with peers and represents the Member Service team on committees and task forces to develop or improve the organization's technology, product or service offerings or work processes.
- Assists the Marketing and Communications team in the development and implementation of branch marketing strategies and promotions.
- Acts as liaison to various corporate teams. Represents Member Service in communicating changes to their assigned departments.
- Wo…
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