Credit Union:

Gesa Credit Union


Richland, WA



Job Description:

Take a leap and join our team!

At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. But it’s how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.

Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.

Get to know us:

Role Summary:

As the AVP Retail Sales & Service, you are responsible for leading your branches and their teams to deliver an exceptional member experience and build relationships with our membership to improve their lives. The AVP Retail Sales & Service provides coaching, development, and support for the region, ensures operational soundness, the achievement of regional, branch and organizational goals. This position requires vision, innovation, strong business and community partnerships, diplomacy, teamwork and collaboration, accountability, leadership, and coaching.

What You Will Be Doing:

  1. Provide Exceptional Member Service
  2. Maintain an up-to-date and extensive knowledge of all credit union products, services, policies, and procedures, as well as industry regulations
  3. Collaborate with other departments and department leaders to maintain a cohesive, highly trained, and motivated staff sufficient to meet member service and department demands
  4. Regularly coach and mentor staff through consistent 1:1’s, on the spot coaching, and structured development
  5. Recommend, collaborate, and innovate new models and enhancements to; the member experience, products, and offerings, branching job roles, staff development, metrics and analytics, relationship building, community involvement and the Member Fulfillment department.
  6. Attend training sessions, conferences and seminars as approved by team leader. Maintain awareness of policies and regulations related to duties and responsibilities of the branch and staff
  7. Build and maintain a cross-sales culture within the region
  8. Create, supervise and execute departmental sales campaigns and promotions
  9. Collaborate with branches to develop, supervise and support branch staff ensuring member service, organizational goals, regional goals, sales goals, and objectives are met
  10. Work with internal business partners (i.e., Mortgage, Commercial, Gesa Investment Services) to support campaigns, enhance member service/offerings and branch staff involvement/education
  11. Consistently develop and maintain business partner relationships within the community
  12. Collaborate with Community Outreach and Education and Marketing to ensure the region is well represented and engaged in the communities served
  13. Oversee employment decisions, the progressive disciplinary process, and timely staff evaluations of direct reports and within the region
  14. Monitor, address, and report on trends in department and regional operations. Develop recommendations for cost efficiencies and enhancements to products, pricing, policies, procedures, and processes
  15. Recommend, implement, and supervise the budget for the region. Develop recommendations for cost efficiencies and enhancements to products, pricing, and processes
  16. Assist branch leaders and staff with sophisticated member, staffing, and system challenges
  17. Collaborate with other departments to improve policies, procedures, communication, the member experience and the user experience on behalf of the Member Fulfillment department
  18. Regularly work as a resource on various organizational projects as needed
  19. Promote and support digital banking initiatives
  20. Control risk and manage operations in a safe and sound manner to ensure branches are in compliance with all regulations, policies, and procedures
  21. Maintain and protect all sensitive data utilizing the highest standard of confidentiality and professionalism.
  22. Provide oversight of the security, physical facility, and property, including general maintenance and upkeep of the branches
  23. Successfully perform the duties, responsibilities, and job functions as the VP of Member Fulfillment in their absence
  24. Demonstrate and support credit union values and service standards
  25. Other duties as assigned

About You:

  1. Excellent written and verbal communication skills
  2. Ability to make quality decisions in a timely manner
  3. Strong organizational, problem-solving, attention to detail and analytical skills
  4. Consistently display interpersonal skills to relate effectively and professionally to members, the public, colleagues, and all levels of management
  5. Provide advised, professional, and accurate service and support to all members, departments, and colleagues, displaying respect for all areas of diversity and levels of knowledge
  6. Ability to manage constantly changing priorities with versatility, flexibility, and passion
  7. Ability to perform required work under very limited supervision
  8. Ability to formulate, implement and administer policies and procedures relating to credit union branch operations
  9. Establish, teach, supervise and adjust clearly defined goals (both personally and for your team) to achieve objectives
  10. Display and maintain a well-balanced understanding of credit union or banking functions, including operations and lending
  11. Work with internal audit and compliance to ensure adherence with internal controls and regulations
  12. Understand and perform Bank Secrecy Act (BSA) functions as applicable to job responsibilities

Leadership core competencies:

Leaders at Gesa Credit Union are lifelong learners who, by developing themselves, are better able to grow our team members and our organization as well as serve as influential role models for each other. We believe that every team leader, no matter their position or years of experience, must model and continue to strengthen these competencies which are foundational to our view of leadership and support the achievement of our strategic goals.

  • Leading Others
  • Developing Others
  • Emotional Intelligence
  • Social Responsibility
  • Performance & Results Orientation


What You Will Need:

  1. Bachelor’s degree in related field (or equivalent)
  2. 5+ years of management experience, preferably 2+ years managing managers
  3. Possess skills required to effectively empower or influence others while displaying a significant level of diplomacy and trust
  4. Ability to work with varying levels of technology
  5. Possess high level of personal integrity and ethics
  6. Ability to participate in and support a team environment
  7. Support community events and business partnerships
  8. Proficient with standard office equipment, MS Office, computer and reporting applications, software, and credit union programs
  9. Ability to report for work on time and maintain a schedule of regular attendance
  10. Project a professional image at all times
  11. Travel will be required to fulfill duties, career development and/or responsibilities

Our Team Member Value Proposition:

In exchange for bringing your talent to Gesa, here are a just a few of the benefits and perks we offer:

  • Competitive Pay
  • Medical, Dental, Vision, and Life Insurance
  • 20 days/year accrual of Paid Time Off – Plus 10 Paid Holidays!
  • 401(k) Match
  • Incentive Program
  • Tuition Assistance and Student Loan Repayment
  • Commuter Benefits
  • Paid Time Off to Volunteer in the Community
  • Product discounts
  • Engaging Work Environment
  • Rewards and Recognition Programs

Salary Range:


Get wise to what’s possible with a career at Gesa. Join us!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact the HR Department at (509) 378-3100 or [email protected] to request an accommodation.

Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.

Selected candidate(s) must be able to pass a pre-employment drug screen which includes screening for all drugs considered illegal or controlled by the State of Washington, as well as, a credit/background check and a skills assessment.

Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.—EEOC-policy.pdf