AVP Retail Sales and Service

HawaiiUSA Federal Credit Union • Honolulu, HI

8d • $110,000 - $140,000

About The Position

The Assistant Vice President Retail Sales and Service is responsible for driving the retail sales strategy and delivering exceptional member experiences across all branch locations. This role ensures teams consistently meet growth objectives in deposits, loans, and membership while fostering strong member relationships. The AVP will champion a culture of service excellence, financial wellness, and relationship-based sales. Additionally, this position oversees Business Development Officers (BDOs) to maintain alignment and smooth transition from SEG relationship development through member acquisition and onboarding.

Requirements

• Five or more years of experience in Sales & Service Leadership preferably in financial services
• Strong understanding of financial products, member service strategies, and compliance requirements
• Demonstrated success in driving membership growth
• NMLS Required
• High School Diploma or equivalent required.

Responsibilities

• Develop and execute sales and service strategies aligned with the credit union’s mission and goals.
• Lead cross-functional initiatives to enhance member engagement, satisfaction and retention.
• Monitor performance metrics and adjust strategies to meet evolving member needs.
• Conduct in-person visits to branch locations to gather member feedback, identify sales opportunities, and assess service improvement needs.
• Provide leadership and oversight for Business Development Officers (BDOs), ensuring strategies and activities align with organizational goals for member growth.
• Drive sales performance across branches and service channels, including digital and in-person.
• Implement training programs focused on consultative selling, proactive outreach, and financial coaching/ education.
• Analyze market trends and member data to identify growth opportunities.
• Review sales pipeline via Salesforce CRM to help team advance leads and opportunities.
• Work collaboratively with other key stakeholders on sales/ product promotions, campaigns, and initiatives.
• Deploy new capabilities in the CRM by working with Organizational Development and the Salesforce team and creating KPI's for individuals and branches.
• Oversee the design, administration, and performance tracking of incentive programs for the Retail team to ensure alignment with organizational goals and motivate achievement of sales and service targets
• Oversee SEG portfolio management and identify key areas for member growth.
• Manage the lead nurturing process and expectations.
• Ensure consistent delivery of high-quality member service across all touchpoints.
• Promote Financial Wellness programs and outreach.
• Establish service standards and monitor compliance through audits and feedback.
• Resolve escalated member issues and promote continuous improvement.
• Analyze member feedback and engagement data to improve service delivery.
• Models, communicates, and reinforces the credit union's core values.
• Continuously coach and develop service and sales skills in branch leaders, business development officers, and frontline staff.
• Foster a culture of accountability, collaboration, and professional growth.
• Monitor and improve branch sales and service metrics including NPS, Branch NPS, and Rep Personally Engaged as well as Deposit/ Loan/ Membership growth.
• Ensure compliance and adherence with all regulatory requirements, internal policies, and fraud prevention.

Benefits

• We cover 100% of employees with single medical, drug, vision, and dental monthly health insurance premiums.
• Employees also love receiving paid volunteer time, our pay it forward program, and matching their charitable donations up to $250 per year per employee.
• Tuition assistance for higher education is another special way we invest in our workforce.
• Benefits include, Paid Time Off and 11 Paid Holidays, 401(k) and 3% Employer Contribution, Health insurance, Paid time off, Vision insurance, Dental insurance, Prescription drug insurance, Tuition reimbursement, Life insurance, Flexible spending account, Disability insurance, Opportunities for advancement, Employee assistance program, Referral program, Retirement plan, Employee discount, Paid training, Professional development assistance, AD&D insurance, Volunteer time off, Credit union membership, Paid orientation, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED