Director of Branch Experience

ACFCU; Harrisonburg (VA); Hybrid; USD 86,000 - 101,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Long-term disability

401(k) plan

Profit sharing

Paid holidays

Paid time off

Pet insurance

Culture events

Job summary

COFCU is seeking a Director of Branch Experience in Harrisonburg, VA. You will lead and oversee the credit union’s branch network, executing retail strategies that create exceptional member experiences and sustainable growth.

The role requires multi-branch leadership, coaching of branch teams, and strong focus on regulatory compliance and omnichannel delivery. Travel to Alexandria, Arlington, and Falls Church is required as needed.

Qualifications

• Associate or bachelor’s degree preferred; 7–10 years of leadership in retail financial services may be accepted in lieu of a degree.
• Minimum 3–5 years of supervisory experience; proven multi-branch leadership.
• Experience leading operational transformation, sales growth, and member experience initiatives.
• Strong business acumen with experience managing performance metrics and staffing models.
• Knowledge of federal regulations including BSA/AML and OFAC; audits and operational risk.

Responsibilities

• Lead and oversee the credit union’s branch network and retail strategies.
• Coach and develop branch leadership teams; drive sales and service performance.
• Ensure regulatory compliance and foster a culture of accountability and improvement.

Skills

Leadership experience

Retail financial services

Branch operations

Regulatory compliance

Core banking platforms

Performance metrics

Staffing models

Omnichannel service delivery

Spanish fluency

Travel willingness

Education

Bachelor’s degree in business/finance

Tools

Microsoft Office Suite

Workforce management software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Director of Branch Experience

Harrisonburg, VA, US

30+ days ago Requisition ID: 1660

Salary Range: $85,854.00 To $101,005.00 Annually

Position Overview
We are actively recruiting for a Director of Branch Experience to lead and oversee the credit union’s branch network. In this role, you will execute retail strategies that deliver exceptional member experiences, drive operational excellence, and support sustainable growth. The Director of Branch Experience will oversee a region or portion of the CU’s branch network, as there is another Director that they will work with. This is a high-impact leadership position responsible for coaching and developing branch leadership teams, managing sales and service performance, championing retail innovation, and ensuring regulatory compliance, all while fostering a culture of accountability, service excellence, and continuous improvement.

Location & Work Setting: Primarily in Harrisonburg, VA, with monthly travel to Alexandria, Arlington, and Falls Church as needed.

Work Schedule: In-Person at a branch or office setting.

What You’ll Bring

• Associate or bachelor’s degree in business administration, finance, management, or a related field preferred; 7–10 years of progressive leadership experience in retail financial services or branch operations may be accepted in lieu of a degree.
• Minimum three to five years of supervisory experience required; proven track record leading multi-branch teams and driving retail performance.
• Demonstrated experience leading operational transformation, sales growth, and member or customer experience initiatives.
• Strong business acumen with experience managing retail performance metrics, staffing models, and operational efficiency.
• Proficiency with core banking platforms, workforce management software, performance reporting tools, Microsoft Office Suite, and digital member engagement technologies.
• Knowledge of federal regulations and compliance requirements including BSA/AML and OFAC; experience supporting audits and managing operational risk.
• Experience with omnichannel service delivery, including branch, digital, and contact center channel integration.
• Excellent communication, interpersonal, and relationship-building skills; ability to influence and collaborate across all levels of the organization.
• Spanish fluency preferred.
• Completion of advanced leadership development, credit union industry education, or professional certification programs a plus.
• Willingness and ability to travel regularly across multiple branch locations.

What You Can Expect From COFCU

• A fun work environment! The Credit Union (CU) helps build relationships by providing remarkable service, celebrating internal and external opportunities, acting with integrity, and loving the communities we serve.
• Highly competitive compensation and benefits package to include medical, dental, vision, life, short-term and long-term disability insurance, 401(k) plan, profit sharing, paid holidays, and paid time off. We also offer pet insurance!
• Employee PERKS to include: a culture day, birthday off with pay, volunteer leave, tuition reimbursement, business casual dress environment, discounted gym membership, discounted loans, employee referral bonus program, exciting employee engagement events, and more!

Join the COFCU team! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or state as an individual with a disability.