What are the responsibilities and job description for the Director of Branch Experience position at COMMONWEALTH ONE FEDERAL CREDIT UNION?
Position Overview
We are actively recruiting for a Director of Branch Experience to lead and oversee the credit union’s branch network. In this role, you will execute retail strategies that deliver exceptional member experiences, drive operational excellence, and support sustainable growth. The Director of Branch Experience will oversee a region or portion of the CU’s branch network, as there is another Director that they will work with. This is a high-impact leadership position responsible for coaching and developing branch leadership teams, managing sales and service performance, championing retail innovation, and ensuring regulatory compliance, all while fostering a culture of accountability, service excellence, and continuous improvement.
Location & Work Setting: Primarily in Harrisonburg, VA, with monthly travel to Alexandria, Arlington, and Falls Church as needed.
Work Schedule: In-Person at a branch or office setting.
What You’ll Bring
- Associate or bachelor’s degree in business administration, finance, management, or a related field preferred; 7–10 years of progressive leadership experience in retail financial services or branch operations may be accepted in lieu of a degree.
- Minimum three to five years of supervisory experience required; proven track record leading multi-branch teams and driving retail performance.
- Demonstrated experience leading operational transformation, sales growth, and member or customer experience initiatives.
- Strong business acumen with experience managing retail performance metrics, staffing models, and operational efficiency.
- Proficiency with core banking platforms, workforce management software, performance reporting tools, Microsoft Office Suite, and digital member engagement technologies.
- Knowledge of federal regulations and compliance requirements including BSA/AML and OFAC; experience supporting audits and managing operational risk.
- Experience with omnichannel service delivery, including branch, digital, and contact center channel integration.
- Excellent communication, interpersonal, and relationship-building skills; ability to influence and collaborate across all levels of the organization.
- Spanish fluency preferred.
- Completion of advanced leadership development, credit union industry education, or professional certification programs a plus.
- Willingness and ability to travel regularly across multiple branch locations.
What You Can Expect From COFCU
- A fun work environment! The Credit Union (CU) helps build relationships by providing remarkable service, celebrating internal and external opportunities, acting with integrity, and loving the communities we serve.
- Highly competitive compensation and benefits package to include medical, dental, vision, life, short-term and long-term disability insurance, 401(k) plan, profit sharing, paid holidays, and paid time off. We also offer pet insurance!
- Employee PERKS to include: a culture day, birthday off with pay, volunteer leave, tuition reimbursement, business casual dress environment, discounted gym membership, discounted loans, employee referral bonus program, exciting employee engagement events, and more!
Join the COFCU team! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or state as an individual with a disability.
Salary : $85,854 - $101,005