Director of Consumer Banking

Position Summary

The Director of Consumer Banking, Amarillo is responsible for overall leadership, strategy, growth, sales performance, service excellence, operational effectives, and regulatory compliance for Texas Tech Credit Union in their respective market service area. This position will lead Branch Manager(s) and members of the Consumer Banking Team to drive growth, establish profitability, and enhance the member experience.  The Director of Consumer Banking, Amarillo core impact rests in the ability to shape the Texas Tech Credit Union brand by gaining market share through a commitment to deliver consistent, welcoming, and valuable experiences to every member.

Duties & Responsibilities

• Serve Texas Tech CU members and co-workers pleasantly and professionally in accordance with our core values of Trust, Respect, Excellence, Kindness, and Stewardship.
• Greet and welcome every member in a professional manner.
• Represent Texas Tech Credit Union to all current members, vendors, business partners, and future members in a courteous, professional manner.
• Provide an example to Branch staff that encourages positive continued relationships and community partnerships.
• Resolve escalated member concerns.
• Answer member requests, inquiries, complaints, and concerns in a timely, effective, and kind manner whether received in-person, online, or by telephone.
• Provide strategic leadership for the Consumer Banking Team
• Assist the corporate Consumer Banking Director in developing strategic plans to grow deposits, increase consumer & mortgage loan leads, and overall membership count.
• Establish performance expectations, production goals, and service standards for branch(es) in their market service area consistent with organizational goals and objectives.
• Innovate with respect to member application strategies, policies, and procedures.
• Partner with Marketing with respect to membership growth, service, and engagement campaigns to increase market share.
• Develop and measure sales and service strategies
• Build effective reporting structures to accurately track sales and service performance for the market service area.
• Drive deposit growth and fee income for continued profitability in the market service area and increase referrals to the consumer lending and mortgage lending departments.
• Monitor performance dashboards and key performance indicators (KPIs) and coach & direct Branch staff to meet production goals and established performance metrics.
• Direct process improvement for underperforming branch(es) and develop performance improvement plan.
• Lead improvement initiatives and special projects under the leadership of corporate Consumer Banking Director and Executive Leadership.
• Serve as a strong community ambassador for Texas Tech Credit Union with the express purpose of growing membership, capturing market share, and driving branch success.
• Establish relevance of Texas Tech Credit Union in the market service area to establish top-of-wallet relationships with members in relation to consumer deposits, consumer loans, and mortgage loans.
• Safeguard and enhance operational and financial performance metrics
• Provide Director level oversight of branch operations and performance metrics in close collaboration with corporate Consumer Banking Director and Branch Manager(s).
• Manage budgeting, forecasting, and financial planning activities for market service area.
• Implement operational improvements and efficiencies.
• Oversee strong member satisfaction program
• Receive and implement feedback to continuously improve experience.
• Monitor actionable member engagement and satisfaction metrics; systemically incorporate feedback to provide consistent, improved results.
• Measurements may include (but are not limited to):
  • Customer Satisfaction Score (CSAT)
  • Net Promoter Score (NPS)
  • Member Engagement Score
  • Member Acquisition Rate
  • Member Retention Rate
  • Upsell/Cross Sell Revenue
• Ensure effective risk management and regulatory compliance
• Maintain compliance with all banking regulations and internal policies.
• Enforce effective internal controls and risk management procedures.
• Lead talent management and organizational development objectives
• Lead, coach, develop the Branch Manager(s) and Consumer Banking department employees.
• Oversee hiring, training, and performance management in close partnership with Human Resources.

Skills & Qualifications

• High school diploma or equivalent required.
• Bachelor’s Degree in Business, Finance, Banking, Management, or closely related field preferred.
• Minimum of five (5) years of progressive banking experience.
• Minimum of five (5) years of senior level banking leadership preferred.
• Sales leadership experience required.
• Strong upward, lateral, and downward communication skills.
• Experience in KPI leadership strategy preferred.
• Possess excellent organizational, time management, and interpersonal skills.
• Detail-oriented, organized, and capable of multitasking in a fast-paced environment.
• Commitment to upholding ethical standards, confidentiality, and compliance with regulations
• Ability to stand for extended periods of time and occasionally lift moderate-weight items.