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JOB SUMMARY

University Credit Union is seeking a UCLA Growth Officer to help preserve, deepen, and expand the value of UCLA member relationships. This position is responsible for identifying retention risk, strengthening member trust, supporting deposit continuity, and proactively engaging targeted UCLA members and households through thoughtful, high-touch relationship management.

The ideal candidate will bring a strong financial services background, excellent communication skills, and the ability to use member and account data to guide outreach strategies. This role places special emphasis on UCLA members, retirees, emeriti, family members, beneficiaries, and successor contacts, with the goal of improving long-term retention, financial wellness, fraud prevention, and continuity of funds within the UCLA community.

ABOUT UNIVERSITY CREDIT UNION

Founded in 1951 by a group of UCLA employees, University Credit Union (UCU) has been committed to providing the university community with a financial advantage for over 70 years. What started as a small, on-campus credit union has since expanded its reach to universities across the country. Today, UCU exclusively serves the higher education community, offering products and services that are tailored to their unique needs.

UCU’s mission is simple: to empower every member of the university community to achieve financial success. We do this by offering conflict-free, unbiased financial advice from certified coaches and providing some of the lowest rates in the nation on auto loans, credit cards, consumer loans, and HELOCs—consistently ranking in the top 5% of all federally insured financial institutions.

With a strong foundation for growth and a clear focus on the future, UCU continues to be a trusted partner, dedicated to delivering the financial tools and support needed to help give our member-owners a financial advantage.

PRIMARY OBJECTIVES

· Improve deposit and member retention within targeted UCLA member segments.

· Deepen member relationships through proactive, personalized outreach and education.

· Support targeted growth through family, beneficiary, retiree, and emeriti relationships.

· Improve account information quality, including beneficiary and account-continuity data.

· Develop and deliver financial wellness and fraud prevention education.

· Identify opportunities to strengthen member experience, retention strategy, and long-term relationship value.

KEY DUTIES AND RESPONSIBILITIES

· Analyze member, account, transaction, service, and balance data to identify retention risk, member needs, and relationship opportunities.

· Develop and execute proactive outreach strategies for UCLA members and households with meaningful deposit or relationship potential.

· Provide high-touch relationship management for targeted UCLA members, including personalized follow-up, education, and service coordination.

· Support account-continuity efforts by educating members on beneficiary information, account ownership options, powers of attorney, authorized signers, joint accounts, and related considerations.

· Build appropriate relationships with family members, beneficiaries, successor contacts, retirees, and emeriti to support member continuity and targeted growth.

· Serve as a key relationship contact for UCLA retiree and emeriti engagement, in coordination with internal teams and UCLA-related partners.

· Develop and support financial wellness education for targeted member groups, including fraud prevention, digital banking support, estate transition readiness, and account access education.

· Partner cross-functionally with Marketing, Retail, LDS, Growth, Advisory Centers, leadership teams to coordinate outreach, referrals, education, and member support.

· Track outreach activity, member themes, retention outcomes, referral activity, and recommendations to support ongoing program improvement.

ROLE FOCUS AREAS

· Member and deposit retention strategy

· High-touch or concierge-style member service

· Beneficiary and account-continuity education

· Family, beneficiary, retiree, and emeriti relationship-building

· Financial wellness and fraud prevention programming

· Data-informed outreach, segmentation, and relationship management

Required Qualifications

· Financial services experience, preferably within a credit union, banking, wealth, advisory, or member-focused service environment.

· Knowledge of deposit products, account ownership structures, beneficiary designations, trust accounts, powers of attorney, authorized signers, joint accounts, and related member-service considerations.

· Understanding of fraud prevention, elder financial exploitation awareness, account servicing, disputes, digital banking support, and member education.

· Ability to review and interpret member, account, transaction, and service data to inform outreach priorities and retention strategies.

· Strong verbal and written communication skills, including the ability to explain financial concepts clearly and professionally.

· Demonstrated ability to work with discretion, empathy, sound judgment, and confidentiality when supporting members and families through sensitive financial matters.

Preferred Qualifications

· Experience working with adults 55+, retirees, families, beneficiaries, or members navigating financial life transitions.

· Experience developing or delivering financial wellness, fraud prevention, or member education programming.

· Experience using data, reports, CRM tools, or core system insights to prioritize outreach and track outcomes.

· Experience partnering with marketing, retail, operations, servicing, or business development teams.

· Familiarity with UCLA, university communities, alumni, retiree, emeriti, or affinity-based relationship management.

Core Competencies

· Relationship-centered communication and member service

· Data-informed decision making and prioritization

· High-touch follow-through and ownership

· Professional discretion, empathy, and sound judgment

· Cross-functional collaboration and internal partnership

· Program coordination, organization, and execution

Success Measures

· Improved member and deposit retention within targeted UCLA segments.

· Increased quality and completion of account-continuity and beneficiary information.

· Increased engagement with UCLA retirees, emeriti, family members, beneficiaries, and successor contacts.

· Consistent delivery of financial wellness and fraud prevention education.

· Effective tracking of outreach activity, member themes, retention outcomes, and referral activity.

· Actionable recommendations that improve member experience, retention strategy, products, and services.

We are looking for a relationship-driven, highly collaborative professional who is comfortable working across teams, building trust with members, and representing UCU with professionalism and care. The ideal candidate is proactive, thoughtful, organized, and able to partner effectively with Growth, Retail, LDS,

Marketing, Advisory Centers, leadership, and UCLA-related groups to create a seamless and supportive member experience.

Team UCU Benefits:

Investing in people is one of UCU’s strategic priorities and we invest in Team UCU by offering a variety of excellent benefits, in addition to being a great team to work with:

ü Competitive compensation

ü Work from anywhere options for select positions

ü A full 401(k) match up to 6% plus a potential additional annual profit share of up to 4%

ü Gain Share awards, subject to meeting certain organization goals, with a payout of up to 25% of earnings

ü Employee loan discounts

ü Generous paid vacation, plus accrual of paid sick time, and additional discretionary floating and cultural holidays

ü 12 paid Holidays

ü Personal growth development plans tailored to each member of Team UCU

ü Choice of medical, dental, and vision plans, including some options that are 100% paid by the Credit Union.

ü Complementary Basic Life and Accidental Death and Dismemberment Insurance

ü Complementary long-term and short-term disability insurance and Employee Assistance Program

UCU’s commitment to diversity, equity, and inclusion:

Diversity, equity, and inclusion play a key part in our dedication to give everyone in the university community a financial advantage. From students, staff, faculty, and alumni, our member-owners are individual in their needs. UCU is committed to ensuring our team brings a variety of skills, ideas, cultural backgrounds, and experience to UCU to align with them. We are dedicated to building trust and understanding with each of our member-owners. We accomplish this by building a community that embraces diverse ideas, backgrounds, and perspectives; this is mirrored in our work and represented in Team UCU.

University Credit Union is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

ADA Requirements:

Physical Requirements

Regular travel to university campuses and UCU offices will be required, so must be able to drive, travel and move within buildings to perform work with some physical exertion and occasional lifting of up to 25 lbs. Must be capable of climbing / descending stairs in an emergency. Must be able to operate routine office equipment including a computer, telephone, copier, and calculator. Must be able to routinely perform work

on a computer. Must be able to work extended hours whenever required or requested by management to meet the needs of the business and role. Must be capable of regular reliable, and timely attendance that aligns with the pacific time zone.

Working Conditions

If working onsite, must be able to routinely perform work indoors in climate-controlled shared work areas with some noise. If working remotely from a home office, must be able to work in a separate, quiet area, potentially for extended periods on a computer.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.