Manager, Member Service Administration (MSA)

Travis Credit Union•Vacaville, CA

1d•$116,646 - $144,102•Hybrid

About The Position

The Manager, Member Service Administration provides strategic leadership and operational oversight for teams managing specialized account types and processes, including certificates of deposit, IRAs, trusts, commercial accounts, dormant and escheat procedures, powers of attorney, and deceased accounts. The role ensures operational excellence, regulatory compliance, audit readiness, member satisfaction, and alignment with Travis Credit Union’s strategic goals. This position leads and develops staff, establishes departmental goals, manages performance, and oversees complex and escalated account decisions. It applies federal and state laws, regulatory guidance, and internal policies to sensitive matters, including legal documentation review, tax-advantaged accounts, fiduciary relationships, deceased accounts, and multi-state escheatment. The manager partners with Legal, Compliance, senior leadership, and cross-functional teams; leads regulatory and operational changes; and manages departmental budgets, vendors, training, procedures, and resources. The role is hybrid, exempt, and scheduled Monday through Friday. Candidates must live within a reasonable commuting distance of a community served by Travis Credit Union; for hybrid and remote roles, they must also reside within commuting distance of the Vacaville, California headquarters. Employment visa sponsorship is not available, and candidates must already be authorized to work in the United States.

Requirements

Bachelor’s degree or equivalent experience.
At least 10 years of experience in a financial services role.
At least 5 years of supervisory experience within a financial institution.
Proven ability to lead teams and foster professional growth through coaching, mentorship, and development planning.
Ability to cultivate teamwork, collaboration, and a positive team culture.
Strong stakeholder management, collaboration, relationship-building, and influencing skills across business functions.
Demonstrated ability to lead organizational change, improve processes, and manage competing priorities in a dynamic regulatory environment.
Strong analytical skills and ability to assess needs and propose strategic, results-driven solutions.
In-depth understanding of probate codes and beneficiary settlement laws and regulations.
Thorough knowledge of escheatment laws and unclaimed property regulations, with experience managing dormant-account processes.
Comprehensive expertise in IRA management and IRS regulations, including retirement-account compliance and reporting.
Ability to identify legal, regulatory, or compliance risks in routine account processing and provide appropriate direction.
Understanding of legal sufficiency versus procedural completeness when reviewing powers of attorney, trust documents, court orders, and estate documentation.
Strong documentation discipline and ability to maintain clear, complete, audit-ready records.
Extensive knowledge of business account types, policies, and applicable regulatory frameworks.
Proficiency with Microsoft Office 365, workflow systems, reporting tools, and department-specific operational platforms.
Ability to learn, research, and adapt to new systems and software with minimal guidance.
Strong organizational skills and ability to manage multiple tasks and deadlines.
Excellent verbal and written communication skills.
Strong critical listening and thinking abilities.
Self-motivated and able to work independently while maintaining accountability.
Creative, detail-oriented approach to drafting and refining policies and procedures.
Current authorization to work in the United States; visa sponsorship is unavailable.
Residence within reasonable commuting distance of a Travis Credit Union-served community; hybrid and remote employees must also live within commuting distance of the Vacaville headquarters.

Responsibilities

Provide strategic leadership, coaching, performance management, and development planning for department staff and leaders.
Set departmental goals aligned with enterprise strategy and maintain accountability for execution, performance, and regulatory compliance.
Partner with senior leadership on strategies supporting deposit growth, product development, and long-term organizational sustainability.
Interpret and apply laws, regulatory guidance, and internal policies to high-risk account decisions; escalate matters to Legal or Compliance when appropriate.
Establish and enforce standards for reviewing the legal sufficiency and operational acceptability of trusts, court orders, powers of attorney, and other legal documents.
Serve as the senior subject matter expert for complex account structures, including IRAs, trusts, commercial accounts, fiduciary accounts, powers of attorney, deceased accounts, and multi-state escheatment.
Exercise decision authority over complex and escalated member and account situations, balancing legal, regulatory, risk, and member-impact considerations.
Guide complex ownership structuring and identify share-insurance coverage, fiduciary, and record-keeping risks.
Oversee compliance with IRS requirements for tax-advantaged accounts, including reporting, correction of exceptions, and regulatory deadlines.
Lead departmental compliance with Bank Secrecy Act requirements through risk-based monitoring, escalation, and reporting practices.
Direct deceased-account administration in coordination with legal representatives and internal stakeholders.
Oversee dormant-account and multi-state escheatment programs, including jurisdiction-specific due diligence, reporting, and documentation obligations.
Maintain comprehensive, audit-ready records supporting account decisions, legal rationale, risk factors, and compliance considerations.
Oversee audit preparation, regulatory examinations, reporting, and data integrity.
Maintain departmental procedures, knowledge resources, and member-facing content for accuracy and regulatory alignment.
Advise leadership and cross-functional partners on regulatory updates from agencies and state authorities and incorporate them into operational practices.
Build partnerships across Retail Operations, Risk Management, Compliance, Legal, Information Technology, Training, Finance, and other business units.
Monitor business trends and industry standards and collaborate on strategies and solutions for business members.
Manage difficult and escalated member situations with problem-solving, empathy, professionalism, and composure.
Support member-facing staff with difficult transactions, adjustments, and exceptions.
Lead regulatory, process, system, and operational change initiatives; manage implementation risks and promote sustainable adoption.
Manage the departmental budget, vendor relationships, and resource allocation.
Establish and oversee training on complex regulatory and legal topics, including fiduciary accounts, tax-advantaged products, and legal-document review.
Maintain knowledge of TCU policies, procedures, and systems and provide staff with guidance, troubleshooting, and hands-on support.