Description
JOB TITLE: VP of Member Engagement and Retail Delivery
REPORTS TO: Chief Executive Officer
LOCATION: Golden, Colorado
CLASSIFICATION: Exempt/Executive
WORK ARRANGEMENT: Hybrid (onsite a minimum of 3 days a week)
We are seeking an executive to fill our VP of Member Engagement and Retail Delivery.
Are you someone who enjoys building growth initiatives in the financial sector? Do you thrive in a fast-paced environment and excel at leading people with enthusiasm and confidence? Are you focused on winning with a strategic drive and being a difference maker? If this sounds like you, then you may be a perfect fit for this leadership role.
SUMMARY / OBJECTIVE
Responsible for leading branch operations and retail delivery, driving strategic growth in deposits, member engagement, supporting business services, and portfolio performance.
Oversees multi-channel member delivery including branches, digital platforms, ATMs, and other e-channels. Ensures alignment across departments for seamless delivery of products and services.
Acts as a key connector between Retail, Operations, Lending, and Marketing to ensure proactive product development, competitive pricing, and portfolio growth.
Fosters a culture of advocacy, innovation, and collaboration by supporting branch managers, empowering front-line teams, and enhancing the member experience through every interaction and touchpoint.
KNOWLEDGE/SKILLS/EXPERIENCE
Deep understanding of Credit Union products, services, and delivery channels with expertise in retail, business, and operational systems.
In-depth knowledge of market trends, rates, pricing, policies, and competitor strategies to inform product alignment and member offerings.
Comprehensive knowledge of compliance, regulations, and operational risk management to guide decision-making.
Ability to align operational and retail strategies with growth initiatives and long-term organizational goals.
Exceptional communication and conflict resolution skills, with ability to engage directly with members on escalated issues.
Strong leadership with focus on collaboration across Retail, Lending, Operations, and Marketing teams.
Skilled in member engagement strategies, fostering advocacy over transactional sales tactics.
Proven expertise in operational systems, digital banking, and technological advancements for branch delivery.
Ability to energize and support teams, acting as a bridge-builder between departments while ensuring accountability.
Decision-making informed by regulatory awareness, risk mitigation, and strategic growth mindset.
QUALIFICATIONS / EDUCATION
Bachelor’s degree in business administration, Management, Accounting, Finance, or related field.
Minimum of 10 years progressive leadership experience in Credit Union or financial services, with direct oversight of branch operations and member engagement.
Proven track record presenting to and collaborating with Executive Management, Board of Directors, and Regulators.
Experience leading cross-functional teams to achieve strategic growth objectives and operational excellence.
Working knowledge of the EOS framework, a plus
A personal smartphone with the capability of uploading the latest operating versions of IOS or Android, is required
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Must comply with applicable policies, laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Employees of On Tap Credit Union are responsible for maintaining the trust of our members, partners, and regulators through the safekeeping of members, Credit Union, and employee information assets. To this end, each employee is responsible for understanding and adhering to On Tap Credit Union’s Information Security Policy and Program as the same relates to their role and work. These duties vary by position and additional duties related to information security and/or participation in committees related to information security may be assigned from time to time.
CORE VALUES:
As a team member of On Tap Credit Union, you’ll come to know our K.E.G. of Excellence as they heartbeat of our organization – a set of core values the illuminate our path and guide every action and decision we make.
Kind: Caring, Empathetic, Approachable Ethical.
Engaged: Build Collaborative Relationships, Continual Personal Growth, Accountable.
Genuine: Authentic, Honest, Humble.
This is what it looks like:
Kindness is at the heart of everything we do. It’s about more than just being nice. It's about showing we are caring, empathetic, approachable, and ethical with members and each other.
Kindness is showing empathy by listening attentively to a member or colleague who's struggling and offering support. Whereas nice is just agreeing with someone to avoid conflict, even if you don't truly agree with them.
Kindness is politely pulling someone aside and discreetly telling them they have spinach in their teeth. Whereas nice ignores the fact that someone has spinach in their teeth because it may feel uncomfortable to say something.
Kindness is being approachable by keeping an open mind and putting yourself in someone else's shoes.
Kindness is being caring and going the extra mile for a member or colleague.
Kindness is being ethical and offering the product and solutions that are truly best for members and colleagues. It’s not about reaching a goal or acting quickly.
Engagement reflects our commitment to being present and proactive in our roles. It's about being fully involved in our work, our community, and our members' lives. It’s about building collaborative relationships, continuously growing personally, and holding ourselves accountable.
Engagement is building collaborative relationships with members and colleagues, helping them through roadblocks, and celebrating successes.
Engagement is building collaborative relationships with the community by volunteering and advocating to make a positive impact.
Engagement is being accountable by taking ownership of work, deadlines, commitments, and even mistakes.
Engaged is being accountable in meetings by showing up prepared, actively listening, asking questions, limiting tech distractions, and giving thoughtful feedback.
Engagement is personal growth by proactively seeking learning opportunities and being adaptable to change.
Genuineness is about being authentic and transparent in all our dealings. It's about building trust through honesty and humility.
Genuine is being humble by acknowledging that it is a full team effort when getting praised for a job well done.
Genuine is giving honest feedback on a broken process or procedure. Then partnering for solutions, not assuming it is someone else’s problem.
Genuine is authentically embracing diversity, equity, and inclusion by acknowledging and celebrating the unique perspectives and experiences of individuals.
As a part of our selection process, we ask all applicants to complete a short, 10–12-minute survey from Culture Index which you can find here:
Culture Index Survey
https://go.cultureindex.com/s/Y0T8PZdfNO
This is a survey, not a test; no passing or failing. The purpose of this survey is to identify your unique strengths as they relate to our open positions.
On Tap Credit Union is proud to be an Equal Opportunity Employer who provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.