Meritrust Credit Union

Regional Retail Director

Location US-KS-Wichita
Posted Date 2 weeks ago(3/5/2018 6:03 PM)
Job ID
# Positions
Retail Operations
Mon-Fri 8am-6pm & some Saturday branch visits 9am-12noon
Regular Full-Time
8710 E. 32nd Street North


The Retail Regional Director is responsible for leading the overall performance of retail branches within their assigned region. This position leads and directs branch teams to achieve profitability, member experience, compliance and growth objectives.


Job Requirements



  • Drives for sales results through constant focus on meeting member needs through utilization of branded sales process and execution against plans that focus on deepening member relationships, expanding market share/share of wallet; drives sales teams to build a strong pipeline; relate branch and individual performance to company’s balanced scorecard.



  • Collaborate with line of business partners to develop initiatives to support growth in all delivery channels; coach associates in the behaviors and actions directed at meeting referral targets.       Builds solid relationships with teammates, business partners and specialists by fostering teamwork, partnership and collaboration.



  • Applies knowledge of and ability to educate members and associates on banking issues, regulations, business practices; advises, educates and engages employees and members on a variety of technological tools and resources, allowing them to explore solutions to achieve their immediate goals and overall financial well being.


Guides Effective Change

  • Assumes personal accountability for leading the retail transformation. Shares the big picture with teams, ensures a positive message and supports the vision and purpose of the change initiative.



  • Connects the behavior of selling to an expanded level of service; ensures member experience through the selection, development and coaching process of retail branch teams.


  • Manages, develops and leads branch teams; leveraging time in the branch to coach retail associates in relationship building/referral techniques and strategies, coaches managers to coach the behaviors and activities necessary to support achievement of scorecard objectives.
  • Tracks and reviews regional sales scorecard and service performance, communicates numbers to let people know where they stand and engages teammates in understanding the reasons behind their numbers. Coaches retail teams to improve results by analyzing key scorecard components and behaviors aligned to successful performance.
  • Practices on the spot coaching in branch locations with retail staff. Interacts with members, demonstrates sales practices and referrals, and provides skill building opportunities through sales meetings and branch huddles.
  • Regularly reviews reports, scorecards and sales data for missed opportunities or ideas for action plans to support achievement of expected results. Meets with branch staff to review as well as retail managers.
  • Owns scorecard/incentive process; developing and adjusting objectives; monitoring results, auditing for accuracy and directing action plans for improvement areas.
  • Assumes responsibility for understanding and communicating branch NPS scores and information. Partners with retail managers and branch teams to analyze results and execute follow-up plan for member comments. Communicates a compelling vision of outstanding member service for the team.
  • Partners with Retail Management Team to foster a member-centric environment across all branches by holding associates accountable for delivering an exceptional and consistent member experience.
  • Reinforces the credit union’s mission and values by serving as a culture agent. Communicates expectations clearly and motivates team commitment to integrating core values into our daily member and team interactions.
  • Understands the Meritrust Strategic plan, and its implementation at the branch level. Shares an exciting vision of initiatives detailed in the business plan and translates strategy into actionable plans to drive branch performance.
  • Collaborates with other Regional Retail Director and Director of Deposit Operations to identify and eliminate inconsistencies in branch operations. Conducts frequent branch visits to ensure consistent adherence to policies, sales efforts, and implementation of new products and services. Holds managers and branch teams accountable to the consistent policy/procedure standards.
  • Assumes responsibility for adequate staffing at branch locations. Utilizes transaction reports and staffing models to forecast staffing needs and schedule branch teammates and Flex associates accordingly. Manages, collectively, and approves time off requests across the branch network.
  • Promotes the credit union’s community development activities and participates in community projects and partnerships.
  • Identifies branch training needs and works with Retail Managers and Line of Business Partners to deliver local, policy/procedure or sales/service training.
  • Participates and/or facilitates regular and effective Retail Manager meetings, including weekly team conference calls to discuss scorecard progress and share best practice strategies.
  • Maintains knowledge of state and federal regulations applicable to transactions performed with the branch. Assist with resolution of regulatory and audit findings.
  • Maintains knowledge of current Meritrust sales and service practices. Regularly attend training, line of business presentations, branch huddles and sales meetings.
  • Perform other duties as assigned by supervisor.


  • 3 to 5 years of previous sales experience within a retail banking environment with consistently proven results in achieving growth and service objectives.
  • 5 to 10 years of sales management/coaching experience with the ability to set clear expectations and hold teammates accountable to activities to generate results.
  • 5 to 10 years of multi-branch management experience. 
  • College degree with focus on business or related field of study.





Creative Coach                                               Impactful Motivator                             Leads by Example


Builds Strong Relationships                            Collaborative Team Player                 Holds People Accountable


Effective Communicator                                   Service Focus                                     Change Champion



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