Head of Retail Banking & Member Experience

Fort Bragg Federal Credit Union

Fayetteville (NC)

On-site

USD 120,000 - 180,000

Full time

5 days ago

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Job summary

Fort Bragg Federal Credit Union seeks a seasoned executive to lead Member Services and retail operations, delivering outstanding service, coaching teams, and driving revenue while ensuring regulatory compliance. The role collaborates across the executive team to enhance products, streamline processes, and strengthen member relationships across all branches.

You will guide staff development, oversee lending activities, and champion programs that improve service levels and community engagement.

Qualifications

Bachelor’s degree in business, finance, or equivalent experience.
Extensive knowledge of retail services within a financial institution.
Annual Bank Secrecy Act, OFAC and Identity Theft training required.

Responsibilities

Oversee retail sales and service across branches and channels.
Interview and hire direct reports under the SVP Member Services.
Develop training in product knowledge and sales/service for staff.
Coach and develop staff; ensure development plans are current.
Collaborate with the executive team to improve processes, efficiency and reduce losses.
Generate ideas to enhance products and member service offerings.
Coordinate with outside vendors for training resources.
Manage consumer loan applications within branches and channels; oversee outbound loan calls.
Ensure compliance with fraud prevention and risk management policies.
Assist auditors and examiners; address any findings.
Support promotions, community events and business development.