Director of Retail Services


1715 Stillwater Avenue

Cheyenne, WY 82009

Position Description

This position is ultimately accountable for developing a highly effective retail team and fostering an environment that encourages branch staff to meet or exceed established goals.

Essential Functions

Serve as the primary support to the Retail Managers, including performing their duties in their absence.
Meet with team regularly to review and refine branch and individual production, goals, and growth. Identify and remove barriers to success.
Encourage and foster a Digital First environment for staff and members.
Keep senior management informed of any issues affecting branches, member support, and/or the credit union.
Actively work towards member engagement, retention, and growth.
Consistently work to achieve short-term and long-term objectives, contributing to organizational success. Recommend policy changes, as needed.
Continuously review processes and procedures to ensure maximum efficiency.
Keep abreast of market changes and needs. Make sound recommendations and changes to support emerging trends and organizational competitiveness.
Assist in the roll out of new products as well as product enhancements and maintain a level of familiarity to assure compliance, role modeling commitment to product functionality, success and competitiveness.
Act as Security Officer, ensuring proper onboarding of new employees regarding safety and security measures, and scheduling ongoing training for all staff.
Act as Membership Officer, reviewing and auditing membership applications.
Responsible for compliance with policies, procedures, and applicable regulations within branch operations.
Supervisory Functions

Support Managers in interviewing, hiring, and training new employees.
Manage and support staff.
Identify and proactively ensure that branch staff have the tools necessary to achieve individual and department level service and production benchmarks.
Develop, coach and counsel staff to achieve production, personal and professional goals and service benchmarks.
Conduct performance evaluations that are timely and constructive.
These are not to be construed as exclusive or all-inclusive. Additional duties may be required and assigned. This list of duties and responsibilities is subject to change without notice.


The requirements listed in this description are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions of the job.

Required Education and Experience

Bachelor’s Degree in Business Administration, Accounting, Finance, or related field.
Five years or more in financial branch operations.
Five years or more experience in management/supervision.
Equivalent work experience may be substituted for educational requirements.
Preferred Education and Experience

Credit Union knowledge and experience preferred.
Knowledge of applicable laws and regulations.
Knowledge and Abilities

Excellent written and verbal communication skills required.
Proven ability to lead, coach, motivate and mentor others.
Professional, well-developed interpersonal skills.
Excellent member service skills.
Knowledge of branch operational activities and practices.
Thorough knowledge of loans, new accounts, and other financial industry products. Ability to gather, compile, and present data in a clear and logical manner.
Strong analytical, problem-solving and decision-making skills.
Excellent organizational skills and attention to detail.
Ability to work effectively in a fast-paced environment with an ability to multi-task.
Excellent time management skills and a proven ability to meet deadlines.
Excellent computer skills, particularly Microsoft 365.
Advanced mathematical skills
Strategic mindset.
Proven project management skills.
Extensive knowledge of the Credit Union movement preferred.
Working knowledge of Federal Credit Union laws, bylaws, and regulations preferred.
Position Requirements

Core operating hours of 8:00 AM to 5:00 PM Monday through Friday, and Saturday from 9:00 AM until noon MT. May require occasional travel, sometimes overnight, as well as after-hours functions.
Requirement to be bonded. Successful background check including personal credit report and criminal record.
Maintain an active community presence via volunteerism, social, trade and credit union organizations, etc.
Physical Requirements

While performing the essential duties of the position, the employee may be required to stand, sit, walk, stoop, kneel, talk, see and hear. The nature of this position requires physical mobility and the ability to occasionally lift and/or move a maximum of 50 pounds. This position may include prolonged periods of time working on a computer and looking at a monitor screen.

How to Apply

Visit Work@WyHy - - and apply via the portal.

Job Position Type
Application Deadline
Jun. 30, 2022