Director of Member Engagement at TAPCO Credit Union

University Place, Washington, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Aug, 26

Salary

107000.0

Posted On

07 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Member Engagement, Relationship Management, Service-to-Sales Culture, Leadership, Coaching, Strategic Planning, Budget Management, Performance Tracking, Consumer Lending, Regulatory Compliance, Interpersonal Skills, Microsoft Office, Vendor Management, DEIBA Integration, Member Experience Metrics, Staff Mentoring

Industry

Financial Services

Description

Description Serving the South Sound Since 1934 Our commitment to the South Sound is generations in the making. As a not-for-profit credit union, we’re here to help you succeed. With branches throughout Tacoma and Pierce County, we’re proud to be part of your community every day. It won’t take long to experience what our founders meant by “People Helping People.” At TAPCO, we know our employees are essential to our mission. We foster a collaborative environment where individuals can grow, thrive, and bring their authentic selves to work. We understand the meaningful impact one organization can have on a community and are proud to champion diversity, equity, inclusion, and belonging — we value you. As part of our continued commitment to innovation and service, we’re excited to introduce the Chief Growth Officer position. It is a new and strategic leadership role that reflects TAPCO’s focus on long-term growth and transformation. This role will serve as a catalyst for expanding our reach, deepening member engagement, and driving sustainable success. Position Purpose The Director, Member Engagement is responsible for enhancing the credit union’s people-first culture while strengthening the organization’s ability to grow through meaningful relationships. This role supports a consistent, high-quality member experience across all service channels while guiding the evolution from a service-focused approach to a relationship-based, service-to-sales culture. Working closely with retail leadership, this position develops the tools, coaching, and accountability needed to help teams confidently identify member needs, deepen relationships, and deliver solutions that improve members’ financial well-being and support organizational growth. Base Expectations Embraces and lives TAPCO's Values. We are People-Centric We are Curious We are Inclusive We are Collaborative We are a Trusted Partner Core Competencies Member Focus: Build strong relationships inside and outside the organization while delivering member-centric solutions. Instills Trust: Building trust by making good and timely decisions while consistently achieving results, even under challenging circumstances. Drives Results: Making good and timely decisions while consistently achieving results, even under challenging circumstances. Cultivates Innovation: Creating new and better ways for the organization to be successful even during times of uncertainty. Leadership Competencies Drives Purpose and Vision: Painting a compelling picture of the vision and strategy for TAPCO through the development and motivation of their team. Plans and Aligns: Planning, prioritizing, providing direction and removing obstacles to keep TAPCO moving forward and meeting our organizational goals. Senior Leadership Strategic Mindset: Applying knowledge of the financial industry to envision future possibilities and translate them into breakthrough strategies. Position Responsibilities Champion a member-first culture by ensuring consistent delivery of the credit union’s service standards across all service delivery channels. Monitor member feedback and experience metrics, ensuring timely follow-up and continuous improvement in service delivery. Develop and implement tools, sales aids, and processes that support relationship-based conversations, member needs discovery, and solution-oriented recommendations. Partner with retail leadership to define and communicate clear performance expectations that balance service excellence with member growth. Collaborate with Marketing to design and execute member outreach strategies, campaigns, and monthly initiatives aligned with organizational priorities. Oversee incentive programs, including tracking performance, coordinating payouts, and recommending enhancements to drive the right behaviors. Meet regularly with retail leadership to review results, identify barriers, and implement strategies to achieve annual goals. Lead, coach, and mentor staff through daily feedback, constructive performance conversations, and ongoing development. Support team members in achieving individual growth and maintaining high engagement. Maintain working knowledge of all member experience operations and provide member support when needed to ensure continuity of service. Collaborate with senior leadership to develop and manage the annual budget and ensure appropriate use of department resources. Demonstrate daily leadership through clear communication, accountability, and role-model behavior. Cultivate a positive, transparent environment that supports trust, engagement, and high performance aligned with TAPCO’s mission. Integrate diversity, equity, inclusion, belonging, and accessibility (DEIBA) principles into daily work, decision-making, and team practices. Partner with Human Resources on issues requiring specialized support. Report safety or legal concerns promptly and escalate patterns of risk or non-compliance. Collaborate with HR on employment decisions and changes. Ensure adherence to all federal, state, and local laws and regulations, including BSA and OFAC requirements relevant to the role. Maintain expert knowledge of credit union products, services, policies, and procedures, and model adherence to operational and regulatory standards. Manage vendor relationships to support service delivery and operational needs. Perform other duties as assigned to support departmental and organizational objectives. Requirements Position Qualifications Minimum Qualifications: A two-year college degree, equivalent certification, or experience. 5 – 8 years financial institution experience with an emphasis on managing service to sales operations Knowledge of consumer lending practices and federal/state consumer lending regulations. Excellent interpersonal, leadership, supervisory skills and experience managing others. Ability to use related computer software, Microsoft Office products, and business equipment. Flexibility is necessary as an employee’s job responsibilities may change at any time during employment. Position Working Conditions The work environment is an office setting. Onsite work is essential. This position will primarily work from our Main office in Fircrest however, will be required to visit all branch locations on a regular basis. Travel by car may be required – must have valid driver’s license and vehicle. Movements frequently and regularly required using the wrists, hands and/or fingers. Frequently required to sit and stand for longer periods of time. May be required to work temporarily or permanently at one of the company's other branches at TAPCO’s discretion. Salary: $100,747.73 – $107,000.00, commensurate with experience and qualifications. Benefits TAPCO offers a comprehensive benefit package: 100% Employer-paid medical, vision, prescription, and dental insurance option for all full-time employees. 50% Employer-paid spouse coverage. 65% Employer-paid dependent children coverage Flexible Spending Account (FSA) Dependent Care FSA Health Savings Account (HSA) 401(k) Plan with up to 7% match 100% Employer-Paid Life Insurance/AD&D package ($100,000) Paid Vacation and Sick Time 11 Paid Holidays + 1 Floating Holiday Optional Short- and Long-Term Disability Employee Assistance Program 40 paid volunteer hours Shared Bonus Plan (when company goals are achieved) Diversity, Equity, Inclusion, Belonging, and Accessibility (DEIBA) Purpose Statement TAPCO embraces diversity, equity, inclusion, belonging, and accessibility (DEIBA) and is committed to creating a workplace where all stakeholders involved, regardless of gender, race, ethnicity, national origin, age, sexual orientation, identity, education, or limited mobility and abilities, feel valued and respected. We are committed to include diversity, equity, inclusion, belonging, and accessibility at the center of our work. We are committed to nondiscriminatory practices and provide equitable opportunity for all. We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard. We welcome every person to bring their authentic perspective and experience to advance our mission. We focus on real people's experiences to uncover and address systemic inequities. We address our gaps and inequities through products, practices and policies that uplift our employees, members, and community. We put allyship into action every day. We value the seen and unseen qualities that make you who you are. Equal Opportunity Employer Statement TAPCO Credit Union is an equal opportunity employer that is committed to diversity and inclusion in the workplace. As a people-centric organization, we believe every employee and applicant has the right to work in surroundings that are free from all forms of unlawful discrimination. TAPCO does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service or veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Equal employment opportunity applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, termination, layoff, leave of absence, and general treatment during employment.

Responsibilities

The Director of Member Engagement is responsible for evolving the credit union's culture from a service-focused approach to a relationship-based, service-to-sales model. This includes developing tools for member needs discovery, overseeing incentive programs, and collaborating with retail and marketing leadership to drive organizational growth.