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Chief Operations Officer - Financial Center First CU

by League Communications | Dec 21, 2021


REPORTS TO: Chief Executive Officer / President




PURPOSE: The primary purpose of this position is to create a highly effective team of employees by developing each employee to their highest potential through coaching and leadership. The Chief Operations Officer (COO) is responsible for developing, monitoring and maintaining the strategies that will establish and advance Financial Center First Credit Union’s (FCFCU) goals, as well as quality of service expectations for Lending Operations, Retail Branch Operations, and Call Center Operations.    The COO position will be responsible for operations administration and for the significant contributions to the formulation, development, implementation, and administration of FCFCU’s policies and business goals.  The COO recommends policies to the Board of Directors (BOD) for consideration and develops and implements procedures, which effectively fulfill policy requirements in coordination with all local, state, and federal regulations.    The COO supervises and appraises the activities of subordinate managers, ensures that all services are professionally delivered and ensures that members are well served.


  • Adheres to FCFCU’s policies and procedures.
  • Acts as a role model within and outside of FCFCU.
  • Maintains a positive and respectful attitude.
  • Communicates regularly with supervisors about issues in their department.
  • Demonstrates flexible and efficient time management, as well as the ability to prioritize their workload.
  • Reports to work on time and prepared to perform the duties of their position.
  • Meets department productivity standards.
  • Demonstrates enthusiastic support of corporate mission, core values and long-term objectives.
  • Demonstrates a willingness to work in a team environment to achieve common goals for the department and FCFCU.
  • Demonstrates a professional service attitude.
  • Communicates effectively and efficiently with FCFCU employees and members, while being professional and courteous.


  • Supports the development of executive level leadership under direct supervision.  
  • Helps lead the activities of the Vice President of Lending Operations, the Vice President of Retail Branch Operations, and the Assistant Vice President of Call Center Operations.
  • Supports the development of procedures and training, which improve the overall efficiency and effectiveness of FCFCU’s delivery channels.
  • Responsible for ensuring that organizational standards and practices are documented and followed by all FCFCU employees consistently.
  • Responsible for reducing the operational risk of non-compliance to acceptable levels.
  • Responsible for maintaining and monitoring appropriate staffing levels.
  • Responsible for working with operations and lending leadership to develop strategies that provide for an exceptional member experience, through increased delivery channels and staff knowledge.
  • Creates, recommends, and implements workforce efficiency improvements that will save money, save time and/or result in additional revenues.
  • Suggests policies for BOD consideration, develops procedures, guidelines, loan goals and loan products, in accordance with standards established by the leadership team and the BOD.
  • Develops goals annually, tracks results of developed goals and holds employees accountable.
  • Monitors actual and budgeted expenses to ensure variances are contained within FCFCU’s tolerance levels.
  • Develops each employee to their highest potential by identifying their areas for improvement and appropriately coaching, training, or correcting all employees’ performance.
  • Holds employees accountable for their performance, attitude and behavior and recognizes employees who perform at a high level, as well as identifying and correcting employees working at a level below expectations.
  • Meets with each employee monthly to review the employee’s previous month’s performance, setting goals for the employee’s upcoming month’s performance and developing plans to improve the employee’s performance.
  • Works with executive leadership team to develop, maintain and administer incentive programs for retail and lending teams.
  • Participates on BOD, ERM and management committees that include, but are not limited to, Lending and Pricing Committees, and coordinates meeting schedules and agendas with each committee chairperson.
  • Responsible for the preparation of committee reports, including the agendas, and all relevant supporting data.
  • Attends BOD meetings as requested, coordinates preparation of the written reports for the BOD meeting, and conducts oral presentations when applicable.
  • Assists leadership team, BOD, and management in developing strategic plans by participating in BOD and management strategic planning sessions, and actively works towards achieving strategic plan goals.
  • Interacts with credit union vendors and business partners, analyzes vendor data and service levels for compliance with contractual requirements, negotiates timely, favorable contractual terms with existing and potential vendors, and creates recommended contracts for approval.
  • Adheres to all FCFCU lending and member service policies and procedures.
  • Supports relationship lending and pricing programs and may make credit decisions as needed.
  • Becomes and remains knowledgeable of all FCFCU’s services and products.
  • Develops and implements new products and services, which fulfill the members’ needs and are in alignment with agreed upon business strategies.
  • Becomes and remains knowledgeable of regional and national lending and retail delivery environments.
  • Participates in community events and charities that are critical to the FCFCU’s mission of giving back to the community.
  • Completes applicable required training and NAFCU Certified Compliance Officer (NCCO) compliance certification, and attends bi-annual recertification training to maintain NCCO certification.


  • Employee should be a college graduate or equivalent with a background in management and lending.
  • Employee should have a minimum of five years of successful executive-level experience in leading and/or developing lending programs, while supporting or leading retail operation programs and assigned staff,  including, but not limited to, training, staff motivation and mentoring.
  • Employee should have experience with and have executed a leadership role in various lending areas, as well as attaining specific lending objectives.
  • Employee should have an understanding of compliance and risk management practices and procedures.
  • Employee must be skilled in using computers, as well as the use of basic Microsoft Office applications (Word, Excel, PowerPoint, and Access) and other standard office equipment.
  • Employee must exhibit effective oral and written communication skills.
  • Employee must be organized with high attention to detail.
  • Employee must be highly motivated and have the ability to function in a goal-oriented atmosphere.
  • Employee must have strong analytical and reasoning skills.
  • Employee must have professional sales skills.
  • Employee must have knowledge of loan officer matrix which supports FCFCU loan policy and lending regulations.
  • Employee must have familiarity with State and Federal lending and depository regulations pertaining to credit unions.
  • Employee must have familiarity with State and Federal collection regulations pertaining to credit unions.

 WORK ENVIRONMENT:  The work requires physical mobility within the general work environment, continual communication with members and employees, and repetitive tasks, all with a high level of attention to security and detail. The work is performed in a general office environment; however, some travel may be required to the outlying branches or for certifications and training.

TO APPLY: Resumes can be sent to