Manager, Member Service Administration (MSA)

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.

Summary: 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, accuracy, and full compliance with applicable requirements.
• Maintains oversight of departmental procedures, knowledge resources, and member-facing content to ensure accuracy, consistency, and alignment with regulatory and organizational standards.
• Acts as a trusted advisor to leadership and cross-functional partners, integrating regulatory updates from agencies such as IRS, NCUA, FDIC, and state authorities into operational practices to maintain audit readiness.
• Builds and maintains strong partnerships across Retail Operations, Risk Management, Compliance, Legal, Information Technology, Training, Finance, and other business units to ensure effective implementation of operational initiatives, regulatory changes, and member service solutions.
• Stays current with evolving business trends and industry standards to support the development of products and services that meet the dynamic needs of business members. Collaborates with cross-functional teams to translate insights into actionable strategies, ensuring that new solutions are both relevant and competitive. Maintains a forward-thinking approach to anticipate member needs and position the organization as a trusted partner in business banking.
• Effectively manages difficult, complex, and escalated member situations by demonstrating strong problem-solving skills, empathy, and professionalism. Maintains composure under pressure, adapts to evolving circumstances, and consistently upholds organizational standards while advocating for member needs.
• Provides support to member-facing staff and assists with difficult transactions, adjustments, and exceptions.
• Leads organizational and departmental change initiatives including regulatory updates, process improvements, system enhancements, and operational transformations. Promotes employee engagement, manages implementation risks, and ensures sustainable adoption of change.
• Manages departmental budget, vendor relationships, and resource allocation with accountability for financial stewardship and operational effectiveness.
• Establishes and oversees training programs on complex regulatory and legal topics, ensuring staff competency in areas such as fiduciary accounts, tax-advantaged products, and legal documentation review.
• Maintains up-to-date knowledge of TCU’s operational policies, procedures, and systems to ensure alignment with organizational standards and support staff at all levels. Acts as a reliable resource for team members, providing guidance, troubleshooting assistance, and hands-on support to promote efficiency and consistency across operations.

Not all functions/tasks are listed above; however, those listed are considered essential.

Skills:

• Proven ability to lead teams effectively and foster professional growth through coaching, mentorship, and development planning.
• Skilled in cultivating teamwork, collaboration, and a positive team culture.
• Strong stakeholder management, collaboration, and relationship-building skills with the ability to influence outcomes across multiple business functions.
• Demonstrated ability to lead organizational change, drive process improvement, and effectively manage competing priorities in a dynamic regulatory environment.
• Strong analytical skills with the ability to assess needs and propose strategic, results-driven solutions.
• In-depth understanding of probate codes and beneficiary settlement laws and regulations, ensuring compliant and accurate account handling.
• Thorough knowledge of escheatment laws and unclaimed property regulations, with experience in managing dormant account processes.
• Comprehensive expertise in IRA management and IRS regulations, including retirement account compliance and reporting requirements.
• Ability to identify legal, regulatory, or compliance risks within routine account processing and provide direction appropriately.
• Understanding of legal sufficiency versus procedural completeness when reviewing powers of attorney, trust documents, court orders, and estate documentation.
• Strong documentation discipline, including preparation of clear, complete, and audit-ready records supporting account decisions and regulatory compliance.
• Extensive knowledge of business account types, policies, and applicable regulatory frameworks.
• Proficient in Microsoft Office 365 applications, workflow systems, reporting tools, and department-specific operational platforms.
• Quick learner with the ability to research and adapt to new systems and software with minimal guidance.
• Exceptional organizational skills with the ability to manage multiple tasks and meet deadlines efficiently.
• Excellent verbal and written communication skills, with a focus on clarity and professionalism.
• Strong critical listening and thinking abilities to support sound decision-making.
• Self-motivated and capable of working independently while maintaining accountability.
• Creative and detail-oriented in drafting and refining policies and procedures.

Reporting and Experience

• Reports directly to the AVP, Member and Deposit Operations.
• Direct supervisory responsibility for assigned department leadership and staff. Overall management responsibility for all department staff.
• Bachelor’s degree or equivalent experience.
• Minimum 10 years of experience in a financial services role.
• Minimum 5 years of supervisory experience within a financial institution.

Compensation:

• Manager, Member Service Administration: Grade 19/Exempt/$116,646.40 - $144,102.

Benefits:
At Travis Credit Union, we prioritize the well‑being of our employees and their families by providing a comprehensive Total Rewards program that supports their health, welfare, and financial security. In turn, this enables our employees to focus on delivering exceptional service to our members and meeting the goals of the credit union.

Eligible employees enjoy a robust benefits package, which includes:

• Competitive medical, dental, and vision insurance
• Mental health and wellness programs
• Employee performance incentive plan
• Merit-based salary increases
• 401(k) program with immediately vested employer match
• Generous holiday and vacation policies
• Exclusive TCU perks such as employee loan and credit card discounts

Travis Credit Union is an Affirmative Action Employer.
EOE / Individuals with Disabilities / Veteran Status