Chief Retail Officer

Description

Our Chief Retail Officer (CRO) plays a pivotal role in leading and optimizing the credit union's retail operations, ensuring its success through effective leadership, strategic planning, and focus on the member experience and operational excellence. This key position is responsible for overseeing and driving the success of our retail operations, consumer lending program, deposit products and services, and contact center services.

They are accountable for developing and implementing strategies to enhance the member experience, drive revenue growth, achieve production/sales goals, and ensure operational efficiency. The CRO is responsible for developing and executing a comprehensive retail strategy aligned with our strategic initiatives, business objectives, and mission. Reporting directly to the Chief Executive Officer (CEO), the CRO shapes the retail landscape of the credit union, ensuring its success through effective leadership by building, leading, and maintaining high-performing teams.

In addition, the CRO is responsible for providing strong operational oversight by ensuring effective follow-up, sound organizational practices, and consistent execution across all retail and consumer lending functions. This role includes oversight of consumer lending activities to ensure compliance with all applicable regulatory requirements, including lending laws, policies, procedures, and internal controls. The CRO works closely with compliance, risk management, and audit partners to ensure regulatory expectations are met, exceptions are addressed in a timely manner, and corrective actions are implemented and sustained.

The CRO is a strategic leader with a proven track record of retail operations and a passion for delivering excellence by leading, inspiring, and maintaining a highly effective team focused on achieving results, as well as overseeing the financial and operational performance of assigned departments and delivery channels. They lead the credit union’s efforts to provide exceptional member service through innovative products/services and delivery channels.

They understand who our members are and how the credit union adds value to advancing their financial well-being. The CRO is responsible for driving service and sales efforts by promoting a success-oriented and accountable environment by providing comprehensive service and sales training and maintaining operational excellence that aligns with the credit union’s initiatives and culture.

Our CRO will foster our "United For You" service promise which requires taking personal responsibility for providing outstanding member service that builds loyalty and supports a service selling environment. Our CRO will also work collaboratively to foster a culture that encourages diversity and independent thinking and a member‑centric, digital organization to meet or exceed United One's mission, strategic objectives, and promote the overall success of the credit union.

This position is required to attend monthly Board of Director meetings.

A minimum of ten years of experience including time spent in preparatory positions.

A college degree or equivalent experience required.

The ability to motivate or influence inside or outside senior level personnel is a critical part of the job, requiring a significant level of influence and trust. Obtaining cooperation and agreement on important outcomes via Balanced Comp 3 CRO | 05/05/2025 frequently complex, senior level dialogues, as well as a professional level of written communication skills are essential to the position.

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary.

Must be able to work extended hours whenever required or requested by…