Respect. Integrity. Ethics. Compassion. Humor.
At our Credit Union these five core values aren’t just words on a wall, they are our daily way of life. Our purpose is to build local loyalty, connect to community and make life easier for those we serve. To accomplish this, we hire team members who demonstrate a strong desire to serve others, who embrace change, who are eager to learn and who enjoy a good laugh.
The Director of Retail is responsible for co-leading Central Willamette’s retail teams, which include Branches, Contact Center, and the Experience Optimization Specialist, and delivering strategies to ensure achievement of organizational strategic goals. The Director’s core responsibilities include ensuring product, service, and referral sales goals are achieved including membership growth, checking growth, deposit growth, loan balance origination and the sale of ancillary products. This role is also responsible for operational excellence, leadership and team development, and project management. The Director of Retail will co-lead teams across a wide geography to achieve balanced performance. In addition, the Director is responsible for developing and promoting talent within CWCU and creating a culture of accountability, recognition, and belonging. The Director nurtures an inclusive environment that focuses on collaboration and meeting organizational goals while delivering on the member experience definition.
This role offers a comprehensive benefits package that includes:
- 3 weeks' vacation in the first year, 4 weeks the second year.
- 10 paid holidays each year.
- 5 paid sick days annually.
- Medical, dental, and vision insurance effective the first of the month following your hire date.
- Eligible for a semi-annual incentive of 5% (10 yearly) of your annual salary based upon the achievement of our strategic organizational goals.
- Upon completion of your 6th month of employment, you’re eligible to enroll in Central Willamette’s 401(k) program. Central Willamette Credit Union will match your contributions dollar for dollar up to the first 3% of your gross salary, and 50% of the next 2% of your gross salary.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Sales Results & Operational Excellence — 50%
• Co-leads CWCU’s sales and member experience culture, ensuring teams deliver ethical, respectful, and compassionate service while creating raving fans and strong financial performance.
• Promotes, monitors, and manages Key Performance Indicators (KPIs) and financial results; participates in setting annual goals and ensures goals are clearly communicated and understood at all levels.
• Demonstrates Business Acumen by staying current on financial services trends, technology, and competitor practices; identifies opportunities to strengthen member experience, grow the cooperative, and improve results.
• Develops and executes an annual strategy; anticipates obstacles, adjusts course as needed, and communicates progress and results to stakeholders.
• Works through retail leaders to oversee day-to-day operations, workforce planning, and goal achievement across branches and channels.
• Demonstrates Process Management by identifying, improving, and simplifying processes to enhance efficiency, quality, and consistency of performance and member experience; establishes what to measure and how to measure it.
• Recommends and implements policies, procedures, and programs that improve operational effectiveness and support safe, consistent member journeys.
• Co-develops and submits for approval an annual operating plan and budget, including staffing projections, facilities, equipment, and project needs; manages resources responsibly.
• Contributes to growth plans for retail/product/service expansion; researches and recommends new opportunities, evaluates performance, and supports improvements to existing product and service lines.
• Leverages Organizational Agility to communicate and accomplish work through formal and informal channels; aligns initiatives with strategic goals and the culture of successful organizations.
• Collaborates closely with Operations, Marketing, Community Engagement, Business Services, Real Estate, Wealth Management, Lending, Learning and Development, Human Resources, and other departments as necessary to build the sales and service culture and drive growth.
• Ensures all responsibilities are performed in accordance with CWCU Values & Trust, compliance, regulatory requirements, and Information Protection expectations.
• Ensures self and teams attend training, follow procedures, and comply with applicable State and Federal regulations.
Leader & Team Member Development — 35%
• Provides and cultivates leadership characterized by high levels of professional expertise, conduct, and Values & Trust, demonstrating honesty, transparency, and fairness while supporting and uplifting team members.
• Visits branches regularly, focusing on leading and coaching branch team members to strengthen capability, engagement, and consistency of member experience.
• Provides ongoing coaching, mentoring, and training to direct reports; establishes clear objectives and role expectations and ensures accountability to performance standards.
• Builds a culture of recognition and belonging by rewarding the right values, recognizing strong performance, and addressing performance gaps in a timely and respectful manner.
• Develops trust among team members through consistent communication, clear expectations, and follow-through; maintains confidentiality and models integrity.
• Identifies skill and performance gaps and implements targeted development solutions; supports career pathways and talent mobility across teams and channels.
• Demonstrates Communicates Effectively by tailoring messages to the audience, listening actively, and remaining calm under pressure; defuses high-tension situations with patience and professionalism.
• Demonstrates Continuous Learning + Improvement by seeking feedback, applying learnings from successes and failures, and encouraging experimentation and thoughtful improvement across teams.
Community Engagement & Strategic Initiatives — 15%
• Cultivates avenues for community involvement that enhance CWCU’s presence, deepen local loyalty, and provide opportunities to grow membership.
• Partners with Community Engagement Officers and Business Services to strengthen CWCU’s presence and relationships in the communities it serves.
• Uses first-hand member and market information to recommend improvements to product and service lines and member journeys; advocates for changes that benefit employees and members.
• Leads or sponsors strategic initiatives as assigned; scopes work, sets objectives, manages resources, and communicates progress and results.
• Performs additional duties as assigned.
QUALIFICATIONS
• Passion, grit, resiliency, and a strong belief that “sales is service,” focused on improving members’ lives while strengthening the Credit Union’s results.
• Proven ability to enhance experience by anticipating member/internal customer needs, building collaborative solutions, and advocating for improvements to products, services, and member journeys.
• Proven ability to achieve results with strong follow-through, a “can-do” attitude, and consistent performance against goals while maintaining ethical standards.
• Strong ability to communicate effectively in a variety of settings; professional written and verbal communication, active listening, patience, and composure under pressure (including defusing high-tension situations).
• Demonstrated decision quality—makes sound decisions based on analysis, available resources, knowledge, and experience; can explain decision-making while maintaining focus on organizational priorities and long-term goals; seeks counsel when appropriate.
• Demonstrated continuous learning and improvement—self-aware, receptive to feedback, learns from success and failure, and proactively seeks ways to optimize efficiency and enhance workflows using CWCU tools and systems.
• Strong business acumen with knowledge of financial services/retail performance drivers; stays current on trends, technology, market conditions, and competitor practices.
• Strong organizational agility—able to influence and accomplish work through formal and informal channels; understands the “why” behind policies, practices, and procedures and ensures alignment with strategy and culture.
• Strong process management—skilled at identifying, simplifying, and improving processes to enhance efficiency, quality, consistency, and performance; knows what to measure and how to measure it.
• Demonstrated ability to design, implement, and maintain programs, plans, and initiatives; capable of planning, organizing, and executing across multiple locations/teams.
• Demonstrated success building and coaching teams to high performance using positive reinforcement while providing clear, timely feedback and follow-through; able to address performance issues directly and respectfully.
• Ability to assess and implement organizational changes; strong problem-solving, time management, customer service, negotiation, and presentation skills.
• Ability to exercise confidentiality, discretion, and professional judgment; demonstrates integrity in handling sensitive information.
• Ability to present a professional image to management, team members, members, and outside contacts.
• Thorough knowledge of financial institution products and services, sales/service practices, policies and procedures, remote delivery channels, and member service functions.
• Thorough knowledge of applicable State and Federal regulations relevant to Retail operations and service delivery.
EDUCATION/EXPERIENCE REQUIREMENTS
• Bachelor’s degree in business, business operations or related field, or equivalent work or educational experience required.
• Minimum five years of experience in sales, leading teams, multi-site leadership and financial industry experience required; eight years of retail leadership experience preferred.
• Minimum five years of retail sales and service management disciplines required.
• Experience leading contact center operations at a senior or director level, including strategic planning, multi-team oversight, and cross-functional collaboration, strongly preferred.
• Demonstrated expertise in developing sales training programs and coaching is strongly preferred.
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Full-time hours required, with additional hours as necessary to accomplish objectives, goals and projects.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Physical Requirements: Frequent use of hands to manipulate/grasp objects, occasional bending and lifting from floor height, frequent forward reach, frequent lifting of 1 - 10 lbs., occasional lifting of up to 30 lbs.
• Frequently required to stand; walk and sit.
• Valid driver’s license with the ability to commute between locations, up to 75% local travel.
Posting closes 5/8/2026
Salary $113,837-$142,296