Vice President of Member and Retail Services

Intrepid Credit Union

Helena, MT

Position Description

VICE PRESIDENT OF MEMBER GROWTH & RETAIL SERVICES
Intrepid Credit Union
$310M Assets
Helena, MT

Find Your Adventure. Lead with Purpose. Live Life Wide Open.

What if your next career move gave you the opportunity to lead with purpose and live Life Wide Open?

Intrepid Credit Union is seeking a Vice President of Member Growth and Retail Services to lead its branch network and call center while expanding relationships, strengthening its presence in the community, and creating opportunities for members and the credit union to grow.

The Opportunity
This is an opportunity for a relationship-driven leader who is equally comfortable building a community connection, developing business relationships, coaching a team, and leading day-to-day retail operations. The ideal leader understands that growth starts with trust and that strong member relationships and strong employee relationships go hand in hand.

Reporting to the CEO, the VP of Member Growth & Retail Services will lead Intrepid’s retail delivery channels with responsibility for member experience, sales and business development, staff development, branch and call center operations, and regulatory compliance.

This leader will be visible in Intrepid’s markets, building relationships with members, businesses, community organizations, and other partners while creating a culture where employees actively identify opportunities to deepen member relationships and generate referrals.

What You’ll Lead
Member Growth & Relationships:
Build and deepen member relationships through a strong sales and service culture focused on understanding needs, creating solutions, and generating meaningful referrals.
Business Development & Community Presence:
Develop relationships within Intrepid’s markets, identify opportunities to grow member relationships and referrals, and represent the credit union through community organizations, events, businesses, and strategic partnerships.
People & Leadership:
Coach, develop, and hold teams accountable while creating an environment where employees can grow and succeed.
Branch & Call Center Operations:
Oversee the day-to-day operations of the branch network and call center, ensuring consistent service, effective processes, strong controls, and a positive member experience.
Consumer Lending & Referrals:
Recognize opportunities to meet members’ borrowing needs, identify potential consumer lending leads, and connect members with the appropriate lending team to ensure a smooth hand-off.
Compliance & Operational Discipline:
Ensure retail operations adhere to applicable laws, regulations, policies, procedures, and internal controls.

What You Bring
Progressive Leadership

Experience:

5+ years of banking experience, including progressive branch banking or retail operations leadership.
Business Development Mindset:
Experience building relationships, developing new business, creating referral opportunities, and representing an organization in the community.
Sales & Service Leadership: A track record of creating and reinforcing a relationship-based sales and service culture.
Consumer Lending

Experience:

Knowledge of consumer lending products, processes, and operations, with the ability to identify opportunities to meet member needs.
Retail & Call Center Operations:
Experience overseeing branch operations and/or a call center, with an understanding of the processes, controls, and service standards required for effective retail delivery.
People Development: A demonstrated ability to coach, develop, motivate, and hold employees accountable.
Operational & Regulatory Discipline:
Knowledge of branch operations, policies, procedures, and applicable banking and consumer…