Description
The Member Experience (XC) Sales and Service Director is responsible for leading the development and execution of the regional strategic plan in collaboration with key functional partners to ensure alignment with credit union's initiatives. This role provides direction to XC (Branch) leadership and member service teams, driving performance toward organizational goals while ensuring regional compliance with all regulations, policies, and procedures.
Primary Responsibilities:
- Lead and monitor regional XC performance to ensure achievement of strategic and operational goals.
- Establish and communicate short- and long-term objectives for the region in alignment with enterprise priorities.
- Partner with cross-functional leaders to develop and execute regional staffing strategies, including workforce planning and talent development.
- Champion the adoption of digital tools and technologies that0 enhance member experience, streamline operations, and support continuous improvement.
- Travel regularly to XC locations to provide on-site leadership support, assess operational effectiveness, and ensure alignment with compliance, regulatory standards, and credit union policies.
- Oversee regional budget planning and goal setting; monitor performance and adjust as needed to meet financial targets.
- Foster a culture of compliance and risk awareness by ensuring adherence to internal controls, audit standards, and security protocols.
- Develop, coach, and mentor XC leadership and staff to build high-performing teams with strong consultative selling capabilities.
- Support talent development by identifying high-potential employees and ensuring execution of individual growth plans.
- Collaborate with Business Development to support strategic initiatives, strengthen SEG relationships, and drive regional growth.
- Represent the credit union at regional business associations, community events, and sponsorships to enhance visibility and engagement.
- Maintain effective communication with management and functional departments to build trust and alignment.
- Resolve escalated member and staff issues, including exception approvals, with professionalism and sound judgment.
- Review audit findings and implement operational improvements as needed.
- Ensure timely and accurate reporting of regional activities to senior leadership.
Experience and Education Requirement:
- Minimum Education: Bachelor's degree is preferred
- Minimum 7 years' experience in retail or outbound sales environment in the financial services industry
- Minimum 5 years' experience leading a diverse team including hiring, coaching and performance management Demonstrated flexibility to ever-changing business needs; with a strong track record to meet deadlines.
- Proven sound judgment, work ethic, and professional integrity with exceptional attention to detail.
- Confidence to make decisions in ambiguous circumstances and to work in an evolving regulatory environment
- Demonstrated experience in consultative selling.
- Ability to work well with internal and external customers via phone, e-mail and in-person.
- Ability to coordinate a variety of activities and projects simultaneously and prioritize work.
- Aptitude for motivating and influencing others through a significant level of diplomacy and trust.
- Must be able to obtain cooperation from internal and external parties to achieve desired business outcomes.
- Excellent verbal and written communication skills; strong presentation capabilities.
- Working knowledge of Microsoft Office Suite and strong computer competency skills.
- Proficient in basic mathematics and finance concepts.
- Certification/License: N/A
Benefits options include:
- Traditional medical, dental, and vision coverage
- 401K matching up to 5% per pay period
- Accrue up to 17 days of Paid Time Off your first year of employment
- 11 paid federal holidays
- Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)
Location: Hillsboro Corporate Location, Hillsboro, OR 97124
Target Compensation: $125,000 to $150,000 + monthly incentives
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First Tech is not currently offering Visa sponsorship for this position
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First Tech Federal Credit Union
paid time off, 401(k)
Jul 23, 2025