Job Description

TalentRise is pleased to partner with Good Neighbors Credit Union in finding their next COO. Local Buffalo, NY candidates will only be considered. No relocation assistance or sponsorship provided.

ABOUT THE COMPANY:

Good Neighbors Credit Union is a fast-growing, community-driven financial institution serving the Western New York region. Federally chartered in 1957 and insured by the NCUA, we combine modern digital banking with a personalized, local service model. We believe everyone deserves access to thoughtful, affordable financial solutions.

With over $96M in assets and 10,500 members, we’re known not only for our strong products but also our impact. From youth savings clubs and financial literacy workshops to business promotions and homebuyer seminars, our team works to lift our community up—one member at a time.

We are seeking an operationally minded Chief Operating Officer (COO) to join our executive team and lead with purpose. This role is ideal for a systems-thinker and people-leader who thrives in a collaborative, mission-first environment.

You will oversee branch operations, lending, collections, and key member services, ensuring every interaction aligns with our values and supports organizational growth. Your leadership will directly shape internal performance and external experience.

This is more than a back-office role, this is a seat at the table to co-architect the future of Good Neighbors.

Position Responsibilities:

• Lead the development of systems and SOPs to scale operational excellence
• Serve as a strategic advisor to the CEO on initiatives, priorities, and planning
• Improve operational efficiency and service delivery through cross-functional collaboration
• Oversee lending products, credit risk, underwriting, and collections teams
• Track loan portfolio performance, reduce delinquencies, and enhance member-facing lending strategies in products and delivery, especially digital tools and service enhancements
• Serve as point of escalation for member concerns, modeling empathy and problem-solving
• Mentor and manage departmental leaders across lending, operations, and branch staff
• Drive a performance-based culture rooted in trust, accountability, and results
• Partner with HR to support hiring, development, succession planning, and engagement
• Guide the use of technology to drive both operational improvements and member engagement
• Manage vendor relationships to ensure alignment with organizational priorities and member expectations
• Present key operational updates to the Board and contribute to ALCO/committee meetings
• Collaborate on product rollouts, strategic growth efforts, and enterprise planning

Required Qualifications

• Minimum 3 years of leadership experience in a financial services, nonprofit, or mission-driven setting
• Proven experience overseeing operations, lending, or service teams
• Strong systems thinking and process improvement skills
• Experience managing direct reports and fostering high-performing teams
• We seek opportunities to learn.
• Knowledge of compliance, risk, and financial product implementation
• Familiarity with credit union technologies and vendor ecosystems a plus

Compensation & Benefits

• Base Salary: $100,000 - $110,000
• PTO & Holidays: Generous Paid Time Off, including your birthday
• Retirement: 401(k) with 6% employer match
• Insurance: Free dental, vision, LTD, and life coverage; partial health coverage
• Bonuses: Annual performance + holiday bonuses
• Development: Paid training, conferences, and events
• Extras: Employee loan rate discounts and a culture of fun, feedback, and service

Location: Buffalo/Depew, NY (On-site presence required)

Reports to: Chief Executive Officer

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