Manager, Member Service Administration; MSA)

Member Service Administration Management

Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties:
Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo. For hybrid and remote roles, candidates are still required to reside within a commutable distance of our corporate headquarters in Vacaville, California.

We are unable to sponsor or assume sponsorship of employment visas for this position. Candidates must have current authorization to work in the U.S. (no sponsorship available).

Schedule:

Monday-Friday/Exempt/Hybrid.

The Member Service Administration (MSA) management team provides effective leadership and oversight of the Member Service Administration, ensuring operational excellence and alignment with Travis Credit Union's (TCU) strategic goals.

These departments are responsible for the accurate and compliant management of specialized account types and processes, including Certificates of Deposit, IRAs, Trusts, Commercial Accounts, Dormant and Escheat procedures, Powers of Attorney, and Deceased Account handling. Through expert knowledge and collaborative support, these teams deliver critical back-office services that directly contribute to member satisfaction and organizational success. Their work plays a vital role in maintaining regulatory compliance, operational integrity, and the achievement of TCU's broader objectives.

Profile:

• Provides strategic leadership, coaching, and performance management for MSA staff, ensuring operational excellence, regulatory compliance, and continuous capability development. Conducts regular performance evaluations, identifies training needs, and implements development plans to enhance individual and team capabilities.
• Develops departmental goals aligned with enterprise strategy and maintains accountability for execution, performance outcomes, and regulatory compliance.
• Partners with senior leadership to develop and implement strategies that support deposit growth, product development, and long-term organizational sustainability, ensuring all initiatives are legally sound and risk aware.
• Interprets and applies federal and state laws, regulatory guidance, and internal policies to high-risk account decisions, exercising sound judgment in ambiguous or precedent-setting situations and escalating to Legal or Compliance as warranted.
• Establishes and enforces standards for legal sufficiency review of documentation (e.g., trust instruments, court orders, powers of attorney) and determines operational acceptability in accordance with TCU policy, applicable laws, and guidance from Legal and Compliance.
• Serves as the department's senior subject matter expert and effectively manages complex, legally sensitive account structures, including IRAs, Trusts, Commercial Accounts, Powers of Attorney, fiduciary accounts, deceased accounts, and multi-state escheatment.
• Exercises decision authority over complex and escalated member and account situations, balancing legal, regulatory, risk, and member impact considerations.
• Maintains advanced expertise in NCUA share insurance regulations, guiding complex ownership structuring and identifying coverage, fiduciary, and record-keeping risks.
• Oversees compliance with IRS regulations governing tax-advantaged accounts, ensuring accurate reporting, timely correction of exceptions, and adherence to strict regulatory deadlines.
• Leads departmental compliance with Bank Secrecy Act (BSA) requirements, implementing risk-based monitoring, escalation, and reporting practices to detect and mitigate financial crime exposure.
• Directs deceased account administration in coordination with legal representatives and internal stakeholders to ensure compliant asset distribution and liability resolution.
• Oversees multi-state escheatment and dormant account programs, ensuring adherence to jurisdiction-specific statutes, due diligence requirements, and reporting obligations.
• Demonstrates ongoing awareness of key state-law variances, due-diligence notice requirements, and holder obligations, and maintains documentation sufficient to support regulatory, audit, or examination review.
• Ensures the maintenance of comprehensive, audit-ready documentation supporting account decisions, including legal rationale, risk factors, and compliance considerations.
• Oversees audit preparation, regulatory examinations, and reporting functions, ensuring data integrity,…