Director of Retail Services

ABNB Federal Credit Union is dedicated to being the best place you will ever work, starting with our comprehensive employee benefits package, which features affordable medical, dental, and vision plans to support your well-being and future growth in addition to:

• Paid time off that begins accruing on your first day
• Enjoy 11 paid federal holidays each year, giving you more time to relax and recharge
• 401(k) matching up to 4% with immediate vesting, plus an additional 2% match with future vesting
• Company-paid short-term, long-term disability, and employee life and AD&D coverage
• A tuition reimbursement benefit which reflects our investment in your future
• Competitive pay along with opportunities for annual raises and promotions
• Paid community involvement opportunities offer rewarding chances to network, make a positive impact, and get involved in meaningful local initiatives
• A supportive environment which fosters an employee-centric in which workplace where growth and member relationships are prioritized

Job Overview:

To manage the Retail Services (Branch Administration and Contact Center) leaders ensuring the sales, service, and operational functions of the Credit Union are being performed efficiently and within guidelines. Ensure an exemplary member experience by directing and managing the expectations through all retail service delivery channels touchpoints. Plans, directs, and coordinates the efforts of the contact center and branch operations team to support member education, retail sales, and ensure the accomplishment of overall objectives; supplies advice and assistance to the Vice President of Retail Services, as well as other operating units within the organization.

Major Responsibilities:

• Creates, manages, and executes all activities designed to build and enhance branch and contact center operations, service standards, and productivity. Ensure maximum efficiency and a high level of quality member service is consistently delivered. Ensures consistent participation in community events to represent the organization and increase brand awareness. Supports retail sales by motivating staff to cross sell credit union products and services.
• Provides leadership, guidance, and training for employee development and advancement to ensure established service standards and production goals are met or exceeded. Directs proper recognition and disciplinary action in accordance with credit union policy and procedures. Conducts meetings to inform employees of changes to policies and procedures; effectively administers coaching and performance review sessions.
• Creates a member service environment that builds strong member relationships and retention. Promotes a member-centric, first touch resolution and digital first culture across the enterprise. Analyzes statistics and data from various sources to manage service volumes and ensure an excellent member experience via all service channels. Adapts to changes in the retail banking and technology industry, ensuring timely responses to a constantly evolving environment. Identifies and implements efficiencies. Fosters collaboration, knowledge sharing and best practices between leaders, departments, and staff. Evaluates member and employee feedback and ensues effective solutions.
• Oversees and manages the branch and contact center operations budget. Analyzes and controls expenditures of the department to conform to budgetary requirements.
• Makes recommendations for methods and means to improve efficiency across all assigned areas. Evaluates and manages schedules, job assignments, and interdepartmental projects to ensure uninterrupted service to members.
• Performs all other job related duties as required.

Position Requirements:

• Five years to eight years of similar or related experience.
• (1) A bachelor's degree, or (2) achievement of formal certifications recognized in the
  industry as equivalent to a bachelor's degree (e.g., information technology certifications in
  lieu of a degree). Degree in business administration, management, or related is desired.
• Work involves extensive personal contact with others and is of a personal or sensitive
  nature. Motivating, influencing, and/or training others is key at this level. Outside contacts
  become important and fostering sound relationships with other entities (companies and/or
  individuals) becomes necessary and often requires the ability to influence and/or sell ideas
  or services to others.
• 1. Minimum (8) years increasing responsibility within financial industry.
  2. Thorough knowledge of financial regulations, compliance rules, and policies and procedures.
  3. Possess good analytical abilities to make decisions and resolve problems.
  4. Possess organization and time management skills.
  5. Excellent written and oral communication skills, interpersonal skills to manage staff and communicate effectively with the members.
  6. Must be able to operate a PC and related equipment and software with speed and accuracy. Working experience with Microsoft Suite (Outlook, Teams, Excel, Word, SharePoint, PowerPoint) is required.
  7. Must have a valid drivers license and the ability to commute between various branch
  locations.
• Physical qualifications include sitting for extended periods of time at a workstation, standing for extended periods of time while observing and/or managing staff, and being able to lift/carry up to 10 pounds.
• In Branch and/or Office Environment with limited Remote.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, marital status, pregnancy, disability, or protected veterans’ status.

Human Resources will only contact qualified candidates upon receipt and review of your resume. No phone calls please.