Vice President of Member Growth & Retail Services

African-American Credit Union Coalition; Helena (MT); On-site; USD 140,000 - 190,000; Full time

Job summary

Intrepid Credit Union in Helena, MT seeks a Vice President of Member Growth & Retail Services to lead its branch network and call center, expanding relationships and strengthening community presence. This role reports to the CEO and drives member experience, sales, and regulatory compliance.

The successful candidate will coach teams, develop staff, and create a culture focused on trust and referrals, while navigating consumer lending and service excellence.

Qualifications

• 5+ years of banking leadership experience, including retail operations or branch leadership.
• Experience building relationships, developing new business, and generating referrals in a community-based setting.
• Proven track record in sales and service leadership within consumer banking or credit unions.
• Knowledge of consumer lending products, processes, and operations.
• Experience overseeing branch operations and/or call centers with strong controls and service standards.
• Ability to coach, develop, and hold employees accountable.
• Understanding of branch operations, policies, and consumer protection regulations.
• Strong communication, influence, diplomacy, and relationship-building across employees, members, and partners.

Responsibilities

• Lead the branch network and call center to deliver outstanding member experience.
• Grow member relationships and referrals through a sales and service culture.
• Develop business in Intrepid’s markets and represent the credit union in the community.
• Coach and develop teams and ensure regulatory compliance across retail operations.
• Identify lending opportunities and connect members with appropriate lending teams.
• Oversee day-to-day retail operations with focus on service quality and controls.

Skills

Leadership

Relationship building

Sales & service leadership

Business development

Staff development

Community presence

Regulatory compliance

Communication

Education

Bachelor’s degree in business or related field

Job description

Vice President of Member Growth & Retail Services

VICE PRESIDENT OF MEMBER GROWTH & RETAIL SERVICES

Intrepid Credit Union

$310M Assets

Helena, MT

Find Your Adventure. Lead with Purpose. Live Life Wide Open.

What if your next career move gave you the opportunity to lead with purpose and live Life Wide Open?

Intrepid Credit Union is seeking a Vice President of Member Growth and Retail Services to lead its branch network and call center while expanding relationships, strengthening its presence in the community, and creating opportunities for members and the credit union to grow.

The Opportunity

This is an opportunity for a relationship-driven leader who is equally comfortable building a community connection, developing business relationships, coaching a team, and leading day-to-day retail operations. The ideal leader understands that growth starts with trust—and that strong member relationships and strong employee relationships go hand in hand.

Reporting to the CEO, the VP of Member Growth & Retail Services will lead Intrepid’s retail delivery channels with responsibility for member experience, sales and business development, staff development, branch and call center operations, and regulatory compliance.

This leader will be visible in Intrepid’s markets, building relationships with members, businesses, community organizations, and other partners while creating a culture where employees actively identify opportunities to deepen member relationships and generate referrals.

What You’ll Lead

• Member Growth & Relationships: Build and deepen member relationships through a strong sales and service culture focused on understanding needs, creating solutions, and generating meaningful referrals.
• Business Development & Community Presence: Develop relationships within Intrepid’s markets, identify opportunities to grow member relationships and referrals, and represent the credit union through community organizations, events, businesses, and strategic partnerships.
• People & Leadership: Coach, develop, and hold teams accountable while creating an environment where employees can grow and succeed.
• Branch & Call Center Operations: Oversee the day-to-day operations of the branch network and call center, ensuring consistent service, effective processes, strong controls, and a positive member experience.
• Consumer Lending & Referrals: Recognize opportunities to meet members’ borrowing needs, identify potential consumer lending leads, and connect members with the appropriate lending team to ensure a smooth hand-off.
• Compliance & Operational Discipline: Ensure retail operations adhere to applicable laws, regulations, policies, procedures, and internal controls.

What You Bring

• Progressive Leadership Experience: 5+ years of banking experience, including progressive branch banking or retail operations leadership.
• Business Development Mindset: Experience building relationships, developing new business, creating referral opportunities, and representing an organization in the community.
• Sales & Service Leadership: A track record of creating and reinforcing a relationship-based sales and service culture.
• Consumer Lending Experience: Knowledge of consumer lending products, processes, and operations, with the ability to identify opportunities to meet member needs.
• Retail & Call Center Operations: Experience overseeing branch operations and/or a call center, with an understanding of the processes, controls, and service standards required for effective retail delivery.
• People Development: A demonstrated ability to coach, develop, motivate, and hold employees accountable.
• Operational & Regulatory Discipline: Knowledge of branch operations, policies, procedures, and applicable banking and consumer protection regulations.
• Relationship Builder: Strong communication, influence, diplomacy, and relationship-building skills across employees, leadership, members, and community partners.
• Education: Bachelor’s degree in business or a related field, or recognized industry certifications considered equivalent. Credit union experience is preferred.

The Leader We Are Looking For

Intrepid is looking for the leader who will be visible in the community, comfortable meeting new people, intentional about building relationships, and energized by creating opportunities for members and the credit union. They will bring a natural business-development mindset without losing sight of the service and trust that define a strong credit union experience.

This leader brings a strong service mindset and understands that meaningful member relationships begin with meaningful employee relationships. Intrepid’s values—respect, trust, integrity, empathy, and service—should be evident in the way this leader communicates, makes decisions, coaches others, and serves members.

Why Intrepid?

Intrepid's mission is straightforward:

Provide for today. Protect for tomorrow. One person, one family, one community at a time.

Intrepid offers an opportunity to build a meaningful career while embracing the Montana lifestyle, mountains, trails, rivers, wide-open spaces and a community where adventure is part of everyday life.

ABOUT DDJ MYERS, an ALM First Company

DDJ Myers is the executive search consultant for this organization. Our expertise is in supporting leadership teams in sustainable practices for high-performing organizations through succession planning, leadership development programs, executive coaching, board governance and renewal, and executive search. Learn more about us at www.ddjmyers.com .