'ECO' (Engage, Connect, Overdeliver) Key to Member Experience, COO Says

Name: Jeffery L. Miles, Sr.

Credit union: Prince George’s Community Federal Credit Union (PGCFCU, $254 million, Bowie, Md.)

Title: Executive Vice President | Chief Operating Officer

Number of years at current credit union: One

Educational background: Bachelor’s of science in finance and a candidate for master’s in finance and systems management at University of Maryland Global Campus

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

Miles: The key responsibilities in my role as EVP and COO are to direct the retail and business sales and operation activity of the credit union while ensuring the credit union is providing excellent service to retail and business members in a manner that also ensures the operation is running effectively and efficiently, and is compliant.

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

Miles: Wanting to give back to my community in a way that only a credit union can through community outreach and financial literacy.

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

Miles: Competency in many lines of financial services to include deposits, investments, lending, planning and management.

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

Miles: There have been several individuals who have assisted and supported me in my career journey, from high school counselors to college professors, mentors in the business sector, family and friends. However, two individuals I must single out. Bernita Bailey, market president at Truist Bank, for her companionship, leadership and friendship for over 20 years. As a leader, Bernita trusted in my ability to perform at a high level by giving me several opportunities to advance my career.

Diane Brown is a person I’ve known since college and whose career path I immolated. Diane is a true example of perseverance. Diane has given 40 years to the financial industry and has done nothing short of accelerating to newer heights along the way and now serves as the CEO of PGCFCU. Not only have our financial career paths paralleled in many ways, Diane, like Bernita, has been instrumental in providing me with opportunities to advance in the financial services industry. I owe banking as a career to Diane who not only gave me opportunities, but by her example showed me what success looks like in this industry. Both Bernita and Diane are also considered more than valuable and trusted friends. They are considered family.

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

Miles: The biggest difference between working at an executive level versus in a non-executive role is the customer/member interaction. At the executive level, there’s a greater demand for the internal operations of an organization. However, from time to time there may be issues that get escalated for an executive decision or involvement.

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

Miles: The first challenge I faced was to learn more about credit unions from an executive perspective. I quickly realized there was more to running a credit union than providing great rates on loans and deposits. From an executive standpoint, much thought is considered and responsibility given in making sure all the departments, from retail, lending and compliance to marketing and human resources work in harmony to effectively deliver for our business and individual members.

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

Miles: I would say my leadership style is to be approachable and inviting toward my teammates by first getting to know them professionally and them getting to know me. I do this by being available as much as possible. Once I get a feel of the family environment, I observe the strengths of individuals by empowering them through delegation and accountability. I determine the leaders and those who rather be led. Putting the right people together increases the synergy needed to accomplish goals that ultimately lead to success.

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

Miles: Who hasn’t? If the pandemic taught us anything, it taught us how to adapt to change rather quickly. I had to adjust to the demand of technology particularly in meeting customers and working at home. Virtual meeting applications like Zoom and Microsoft Teams became the main method of having meetings and appointments. Working remotely became the norm. Although not used as much, virtual meetings and working remotely have been intertwined in our way of working and doing business as the new normal. This has been a time and cost saving adjustment for many. I personally believe in a balance between high-tech and high-touch. There’s a sense of closeness and trust that comes with in-person interaction and it should not be eliminated from how business is done.

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

Miles: At this point of my career, I truly appreciate the opportunity of becoming an executive and currently want nothing more than to become the best executive I can be and contribute to the success of our credit union.

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

Miles: I would like to be a main contributor to growing our credit union with teammates who enjoy supporting our organization because they too believe in our mission and values. By applying what we refer to as ‘ECO’ (Engage, Connect and Overdeliver), it’s my goal to have every member experience ‘ECO’ with every interaction with a teammate. As for my community, I truly believe what I’ve been able to achieve in my journey has prepared me for this place where I can make an even greater impact through valued guidance, outreach and service in several areas of financial services that will help individuals and businesses achieve financial success.

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

Miles: The advice I would give to my younger self is to never doubt your abilities and potential. Do not compare yourself to what others may have as advantages or may not have as challenges when determining your own ambitions. Be grateful for every experience, good or bad, as they both are used in preparing you for the achievements ahead. Last, but not least, thank those who’ve been instrumental in your success and remember to pay it forward by contributing to the success of others.

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.