Vice President of Retail Growth and Service at Horizon Credit Union

Spokane Valley, Washington, United States -

Full Time

Start Date

Immediate

Expiry Date

21 May, 26

Salary

230739.0

Posted On

20 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Retail Growth, Service Excellence, Sales Strategy, Member Experience, Branch Performance Management, Staff Development, Compliance, Coaching, Community Engagement, Data-Driven Decision-Making, Cross-Sell Opportunities, Performance Feedback, Conflict Management, Strategic Thinking, Interpersonal Communication, Resource Planning

Industry

Banking

Description

Description YOUR PURPOSE Responsible to lead Horizon’s retail branch network and member experience strategy, driving sales growth, service excellence, and a member-first culture across retail delivery channels. This role oversees branch performance, staffing, and professional development, ensuring compliance, service quality, and goal achievement, while aligning all activities with sales and service objectives. The VP actively engages in branch sales and growth initiatives, providing coaching, fostering community relationships, and implementing strategies to increase deposits, lending, and member loyalty. Through hands-on leadership and data-driven decision-making, this position ensures retail teams are equipped to deliver consistent, high-quality service while adapting to evolving member needs. In partnership with Retail Operations, Business Development, and Marketing, the VP integrates growth initiatives, brand messaging, and community outreach to strengthen Horizon’s market presence, deepen member relationships, and position the organization for sustainable success. YOU ARE RESPONSIBLE FOR Retail Growth & Service: Collaboration, Sales & Service Success, Community Impact Lead the retail branch network, ensuring alignment with sales and service goals while fostering a culture of member-focused service. Optimize the functions and responsibilities of staff as digital banking adoption increases and shift to a consultative culture. Promote a member-first culture by implementing strategies to improve member retention, engagement, and satisfaction. Foster a proactive, goal-driven sales culture within the business development function, ensuring results are tracked, shared, and celebrated. Lead by example and ensure outcome focus of elevating the member experience by going beyond the initial need. Make operational decisions within authority level using sound judgment to minimize risk; escalate issues appropriately. Monitor performance of business lines from a service and operational efficiency perspective. Maintain presence across branches, supporting engagement, coaching, and operational consistency. Collaborate with the SVP/COO on the development, alignment, and execution of marketing initiatives to support organizational objectives. Serve as an integral member of leadership team, contributing insights from Retail, Business Development, and Member Experience perspectives. Ensure brand messaging and member touchpoints are seamless, consistent, and aligned across all delivery channels. Partner with Marketing, Operations and Business Development teams to integrate marketing campaigns and sales strategies into daily operations and outreach efforts. Drive marketing strategies that support member acquisition, share-of-wallet growth, community engagement, and long-term strategic goals. Ensure coaching needs are identified and acted on to achieve cross-sell opportunities across loans, deposit accounts, and digital solutions. Provide coaching and mentoring to branch teams to reinforce positive behaviors and build development plans that support sales growth and member service excellence. Promote accountability through leadership and career development by driving consistent performance and operational excellence across all regions and locations. Lead and oversee operational standards of branches, including cash handling, control of negotiable items, prevention of fraud, and protection of member privacy. Ensure member service activities—such as new accounts, consumer loan applications, and problem resolution—are conducted accurately and efficiently. Actively engage and establish positive rapport throughout local communities to create brand awareness. Lead the retail team to achieve performance goals related to deposit growth, loan referrals, community engagement, and market penetration. Drive accountability to established business development metrics and budget goals. Provide ongoing coaching and performance feedback to ensure sales targets and service expectations are met or exceeded. Collaborate across departments to align business development efforts with organizational strategies and local market needs. Drive growth and service goals, consistency, effectiveness and celebration to enable best member experience. SUCCESS LOOKS LIKE The Leading Others Success Profile is a set of competencies that are essential to leaders who directly manage a team. These skills are key to the success as this role is responsible for leading the team, getting results through others and developing individuals to reach their full potential. Being Resilient: Rebounds from setbacks and adversity when facing difficult situations. Builds Effective Teams: Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals. Decision Quality: Makes good and timely decisions that keep the organization moving forward. Develops Talent: Develops people to meet both their career goals and the organizations goals. Directs Work: Provides clear direction and accountabilities. Ensures Accountability: Holds self and others accountable to meet commitments. Manages Conflict: Handles conflict situations effectively, with a minimum of noise Aligns with and supports fellow Senior Leaders in communicating the vision, mission and values of the organization. Collaborates with key leaders and individuals to create successful outcomes. Ensures required deliverables, reports and documentation are complete, accurate, and timely. Establishes and maintains good business relations with users, vendors, trade professionals, regulators, etc. As needed, is able to support or direct business continuity planning or disaster recovery strategies in area(s) of oversight. COMPENSATION At Horizon Credit Union, we believe in attracting and retaining talented team members who embody our CORE Values of Capability, Optimism, Responsibility and Empathy. Our pay values are reflected in our compensation philosophy which rewards individual performance and the potential to contribute to our teams’ overall success long-term. The full pay range for this position across all the states in which we hire is $135,729 - $230,739 annual. The figures shown represent the minimum and maximum of the range for this role. Individual offers are made dependent upon a candidate’s experience, education, and skill level. Benefits, Perks, and Other Good Stuff We know there’s more to life than just a job. Our benefits are designed to help support our employees and their well-being. Take a look at what we have to offer: Medical, Dental, & Vision Insurance for full-time and reduced full-time employees & their families Telemedicine for part-time employees Paid Group Life and Disability Insurance Employee Assistance Program Tuition Reimbursement Program 401K Retirement Savings Employer 401K Retirement Contributions & Matching upon eligibility Discretionary Annual Incentive Bonus based on eligibility criteria Paid Time Off per Full Calendar Year: 10 hours of PTO per month (prorated for reduced full-time and part-time) Paid Birthday Holiday 2 Paid Wellness Days Up to 24 hours of Paid Volunteer Time annually 11 Paid Holidays And More! Requirements EXPERTISE YOU NEED Education & Experience Four-year degree (BA, BS) in business administration or related field. Minimum seven years of management experience and successfully leading and guiding a key organizational relevant business unit at a high level. Related work experience may substitute for education. Experience driving growth, service and sales goals in a consultative and scalable manner. Experience and track record reflect achieving growth and service experience goals and objectives. Capabilities Innovative and skilled at engaging leaders and team. Able to convey compelling vision and purpose. Balanced approach and mindset. Critical-thinking and strategic mindset. Proactive and objective approach to addressing opportunities and resolving challenges. Strong interpersonal, collaborative and communication skills; ability to lead and work effectively with co-workers, members, and vendors. Display agility and ability to assess and adjust or fine-tune the plan as needed to support overall objectives. Strong leadership and management skills. Ability to comprehend, interpret and write reports, business correspondence, and procedure manuals. Demonstrated problem-solver and solution provider; ability to define problems, collect data, establish facts, and draw valid conclusions. Effective resource planning skills. Ability to quickly adapt to new and changing technology, trends or methodologies. Attention to detail along with strong written, oral communication and organizational skills. Sound organizational and analytical skills; demonstrated skills in critical thinking, problem-solving and ability to manage changing priorities. Self-directed and possess the ability to work independently and balance competing priorities. ABLE TO To perform the essential functions of this position an employee must be able to meet the following workplace demands: ability to converse with others, detect sound, identify and detect objects, count, read, write, operate a computer, handle and feel objects, reach with hands/arms and be stationary and/or stand and/or move for long periods of time. Occasionally an employee will lift/pull/push and carry up to 25 to 50 pounds, stoop, kneel, crouch, crawl, climb and be able to maintain balance doing these activities. Position requires sound reasoning, good judgment and ability to apply knowledge toward work activities. The noise level is moderate and typical of a normal office environment. In accordance with the Americans with Disabilities Act, Horizon Credit Union will provide reasonable accommodation/s to qualified individuals with disabilities to perform the essential functions, unless such accommodations would cause the employer an undue hardship. To request an accommodation, please contact Human Resources. ABOUT THIS JOB DESCRIPTION The statements in this job description are intended to describe the essential functions and minimum qualifications for this position and are not intended to be an exhaustive list of all responsibilities, duties and skills required. Job descriptions are not intended nor do they create an employment contract and are subject to change at any time to accommodate business necessity. The Credit Union maintains its status as an at-will employer where applicable. In support of Horizon CU’s goals employees may perform other duties as assigned and all employees are expected to: Exemplify and model organizational CORE Values Promote teamwork and collaboration Provide members, team members and all stakeholders with the highest quality service and output

Responsibilities

This executive is responsible for leading the entire retail branch network and member experience strategy, focusing on driving sales growth, service excellence, and cultivating a member-first culture across all retail delivery channels. Key duties include overseeing branch performance, staffing, professional development, ensuring compliance, and actively engaging in growth initiatives through coaching and community relationship building.