Apply on Employer Site

Community Credit Union of Florida · 1 day ago

Director of Retail Delivery

Viera, FL

Full-time

Onsite

Senior Level, Lead/Staff

$108K/yr - $135K/yr

8+ years exp

Community Credit Union of Florida is seeking a Director of Retail Delivery to lead their branch network in delivering exceptional member experiences. The role involves driving operational consistency, supporting branch leadership, and ensuring compliance with established standards while promoting a culture of service excellence and accountability.

BankingFinancial ServicesNon Profit

Responsibilities

Demonstrates commitment to the credit union’s mission, values, policies, and regulatory requirements while maintaining required product knowledge

Delivers high-quality service to both internal and external members that is in alignment with the credit union’s Service Promises and meets all established service goals

Leads, mentors, and manages contact center staff to maximize productivity, engagement, and compliance, including hiring, performance management, coaching, and development

Collaborates in the development and monitoring of departmental financial, production, service, and referral goals in support of the credit union’s strategic plan

Manages escalated member issues and partners with internal departments to resolve service concerns and improve the member experience

Partners with Training and Human Resources to implement service excellence initiatives and attract, develop, and retain a high-performing team

Represents the credit union in the community and collaborates across departments to support organizational goals and member service excellence

Develops strategies to increase and encourage product penetration and membership growth, as well as deepen relationships with existing members

Provide leadership to retail sales employees by creating, designing, and implementing metrics and accountability measures

Serves as a member of the Loan Review Committee

Generates and analyzes monthly reports

Follows policy and procedures related to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Customer Due Diligence (CDD) daily to ensure compliance with current regulations

Holds Branch Managers accountable for performance results, leadership behaviors, talent development, and succession readiness; identifies performance gaps and implements corrective action plans as needed

Serves as a strategic partner to the VP of Member Experience, providing insight, recommendations, and execution support related to retail delivery strategy, performance trends, and organizational initiatives

Qualification

Retail delivery managementConsumer lending authorityLeadership skillsOmni-channel delivery knowledgeAnalytical reasoningTeamworkCommunication skillsTime managementProblem-solving

Required

Bachelor's degree from a four-year college or university; or eight (8) to ten (10) years of related experience and/or training; or the equivalent combination of education and experience

Progressive management experience overseeing retail delivery service models and branch networks, and five (5) to seven (7) years of consumer lending authority

Strong leadership, teamwork, and collaboration skills

Advanced knowledge of omni-channel delivery methods, retail delivery products, and services provided by the credit union

Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures. Ability to deal with complex problems, involving multiple facets and variables in non-standardized situations

Excellent organization and time management skills, with the ability to multitask and the ability to work with no supervision while performing duties, and be a strong team player

Exceptional oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, interpret documents, understand procedures, write reports and correspondence, and speak clearly to members and employees

Current Florida driver's license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities. The ability to travel, including overnight, may be necessary