What are the responsibilities and job description for the Retail Experience Specialist position at Kitsap Credit Union?
- Job Description----
Kitsap Credit Union is a not-for-profit, member-owned financial cooperative with more than 300 employees and 14 branches throughout Western Washington. We have a passion for making a positive difference. As a $2 billion-asset credit union, we are deeply committed to our members' financial wellbeing and the prosperity and quality of life in the communities we serve. We are proud to be led by individuals with the experience and skills to drive our organization towards our goals for strategic growth and operational excellence. Our KCU Cares Foundation program focuses on providing resources and support for those struggling with homelessness or hunger and improving the financial well-being of the people in our communities. And beyond monetary efforts, we have provided thousands of hours in staff volunteerism and in-kind support.
At Kitsap Credit Union, our success is built on trust-based relationships and personalized service. We understand our employees are key to our success. They provide the personalized service to our members and contribute to the communities where we live. We are committed to providing a supportive, mission-driven, and inclusive culture where employees can grow their careers. To learn more, visit kitsapcu.org.
About The Role
Kitsap Credit Union is searching for a Retail Experience Specialist. This role plays a vital role in ensuring consistent, high-quality member experience across all retail locations. This position serves as the subject matter expert for in-person procedural execution, helping branches deliver service excellence and operational consistency. Acting as a bridge between strategic initiatives and frontline execution, the Specialist helps translates vision into everyday practices that drive member satisfaction, operational effectiveness, and revenue growth. This role is highly visible in the branches, conducting on-site assessments, coaching teams, and partnering with the Training department to close gaps and reinforce best practices.
Quick Facts
Reports to: Retail Experience Manager
Employment Type: Full-time, hourly, non-exempt, hybrid
Salary Range: $33.62 - $42.03/hour depending on experience
Bonus Target: 7% potential incentive of base pay
Working Hours: Monday - Friday 8AM - 5PM
Grade: 9BC
Industry: Banking
Key Responsibilities
- Enhance branch engagement & member experience.
- Serve as communication expert for all things retail.
- Function as an in-person resource across branches, supporting frontline teams in delivering consistent, high-quality member service.
- Conduct regular branch-level assessments to evaluate procedural execution, service delivery, and operational consistency.
- Identify gaps and opportunities, providing actionable feedback to the Training department to inform coaching and development.
- Champion consistent execution of service standards aligned with enterprise member experience goals.
- Reinforce best practices and ensure alignment with strategic initiatives through hands-on coaching and support.
- Promote a culture of excellence, helping teams understand and embody the credit union's values in every member interaction.
- Share success stories and feedback from the field to inform continuous improvement efforts.
- Act as a critical link between strategic goals and frontline operations, translating initiatives into practical, daily actions.
- Support rollout and adoption of new procedures, tools, and service expectations through in-person guidance and follow-up.
- Partner with leadership and cross-functional teams (Training, Compliance, Marketing) to ensure consistency in messaging, execution, and member experience.
- Monitor and report on branch performance trends rel
Salary : $34 - $42