'Never Let Yourself Feel Comfortable,' CU EVP Advises His Younger Self

Name: Justin Hendrickson

Credit union: First Harvest Credit Union ($453 million, Deptford, N.J.)

Title: EVP & Chief Member Experience Officer

Age: 43

Number of years at current credit union: One month (started in December 2023)

Educational background: M.S., With Distinction, in Jurisprudence from Seton Hall University School of Law in Newark, N.J.; B.S., Summa Cum Laude, in Business Administration from Centenary University in Hackettstown, N.J.

CU Times: What are your key responsibilities in your current role?

Hendrickson: I lead the credit union’s lending, branches and Contact Center.

CU Times: What drew you to the credit union industry?

Hendrickson: I worked for banks earlier in my career. I realized quickly that regardless of account balances or net worth, most financial services consumers have very similar hopes, dreams, fears and misunderstandings, but many financial services companies created a dramatically bifurcated experience. When I realized how credit unions value each and every member, I could think of no greater place to try to contribute.

CU Times: What unique skills, experience and attributes do you bring to your role?

Hendrickson: My career has given me so many unique experiences, from starting as a teller and working in many different branch roles, to leading lending and virtual service teams, and working in credit union turnaround situations. I also recognize that everyone brings unique experiences to their roles, so our collective ability to achieve is really all about the perspectives that we each bring with us.

CU Times: Which person (or people) do you credit the most for helping and supporting you along your career journey?

Hendrickson: [There have been] many mentors and inspiring colleagues throughout my previous roles at Picatinny Federal Credit Union [$463 million, Dover, N.J.], where I had my first credit union role; Quorum Federal Credit Union [$1 billion, Purchase, N.Y.]; Motion Federal Credit Union [$65 million, Linden, N.J.] and Municipal Credit Union [$4.2 billion, New York, N.Y.]; as well as my leader at Member Support Services CUSO. I am very excited now to be working with Robyn Oresto, our chief financial and compliance officer, and Mike Dinneen, our CEO, as we chart out a vision for First Harvest together. There are dozens and dozens more amazing folks who should be listed here, and I am so thankful for the opportunity to have learned from them.

CU Times: What are some of the biggest differences between working in your current executive level role and your previous, non-executive roles?

Hendrickson: As I have moved into roles that are higher in organizational hierarchies, the main thing I have learned is that I need to spend much less time talking and far more time listening. It has become much less about what I can do, and much more about what I can help others do.

CU Times: What’s a challenge you faced when you first joined your executive team, and how did you overcome it?

Hendrickson: Major impostor syndrome! It’s still a work in progress. I work with and lead teams filled with achievers, so I try to perform at the level that I know they deserve from me.

CU Times: How would you describe your current leadership style?

Hendrickson: It is very cliché, but “collaborative” and “curious” are the best words I can use. I try to be a leader who asks good and meaningful questions, and also knows when to get out of the way so others can lead – even if they do not have formal leadership titles.

CU Times: Do you approach your job any differently now compared to how you did pre-pandemic? If yes, how so?

Hendrickson: When so many of us began spending our days on virtual meetings, especially when we were on camera, coupled with so many overlapping concerns about individual and collective well-being, our “working” experience needed to become more humane. I hope this focus continues.

CU Times: What’s next for you on your executive career journey? Do you have any specific career goals you’re working toward?

Hendrickson: When this role at First Harvest presented itself, I realized that my professional passion really lives in the place where I can focus efforts on member-centric pursuits. There is something wonderful about having a role and title built around member experience. No matter what, I hope to be able to have the kind of positive impact on the careers of the people who report to me that so many strong mentors have had on me and my career growth. And I strive every day to learn something new, listen more effectively and communicate better.

CU Times: What big-picture impact do you hope to make within your credit union, as well as for your members and community?

Hendrickson: Our industry really is all about members. What we do, in virtually every department, virtually every day, will simultaneously affect our ability to attract new members, retain the members we have, serve members one at a time, or touch on our ability to serve our membership as a whole. No one in a credit union should ever lose sight of how even the smallest actions they take each day can impact members – in fact, we should all consciously try to understand more about the impact of our decisions or indecision. Each credit union has unique opportunities to thrive, and someday when the team at First Harvest looks back on my time here, I hope they see someone who was committed to pushing our entire organization to be truly member-centric.

CU Times: What career advice would you give your younger self?

Hendrickson: Be yourself, and don’t measure yourself against how you perceive others. Never let yourself feel comfortable. Comfortable can be dangerous. The best opportunities usually exist, or pop up, in the most uncomfortable places; never shy away from them, but instead seek out those opportunities and take the chances that they represent.

Would you or someone you know like to share your journey to credit union leadership? Please reach out to Natasha Chilingerian at nchilingerian@cutimes.com. To qualify, the individual must be a part of a credit union’s leadership team or C-suite, and have a compelling story to share about their rise to their current leadership role.