Director of Member Engagement

TAPCO Credit Union•University Place, WA

4d•Onsite

About The Position

The Director, Member Engagement is responsible for enhancing the credit union’s people-first culture while strengthening the organization’s ability to grow through meaningful relationships. This role supports a consistent, high-quality member experience across all service channels while guiding the evolution from a service-focused approach to a relationship-based, service-to-sales culture. Working closely with retail leadership, this position develops the tools, coaching, and accountability needed to help teams confidently identify member needs, deepen relationships, and deliver solutions that improve members’ financial well-being and support organizational growth.

Requirements

A two-year college degree, equivalent certification, or experience.
5 – 8 years financial institution experience with an emphasis on managing service to sales operations
Knowledge of consumer lending practices and federal/state consumer lending regulations.
Excellent interpersonal, leadership, supervisory skills and experience managing others.
Ability to use related computer software, Microsoft Office products, and business equipment.
Flexibility is necessary as an employee’s job responsibilities may change at any time during employment.

Responsibilities

Champion a member-first culture by ensuring consistent delivery of the credit union’s service standards across all service delivery channels.
Monitor member feedback and experience metrics, ensuring timely follow-up and continuous improvement in service delivery.
Develop and implement tools, sales aids, and processes that support relationship-based conversations, member needs discovery, and solution-oriented recommendations.
Partner with retail leadership to define and communicate clear performance expectations that balance service excellence with member growth.
Collaborate with Marketing to design and execute member outreach strategies, campaigns, and monthly initiatives aligned with organizational priorities.
Oversee incentive programs, including tracking performance, coordinating payouts, and recommending enhancements to drive the right behaviors.
Meet regularly with retail leadership to review results, identify barriers, and implement strategies to achieve annual goals.
Lead, coach, and mentor staff through daily feedback, constructive performance conversations, and ongoing development. Support team members in achieving individual growth and maintaining high engagement.
Maintain working knowledge of all member experience operations and provide member support when needed to ensure continuity of service.
Collaborate with senior leadership to develop and manage the annual budget and ensure appropriate use of department resources.
Demonstrate daily leadership through clear communication, accountability, and role-model behavior. Cultivate a positive, transparent environment that supports trust, engagement, and high performance aligned with TAPCO’s mission.
Integrate diversity, equity, inclusion, belonging, and accessibility (DEIBA) principles into daily work, decision-making, and team practices.
Partner with Human Resources on issues requiring specialized support. Report safety or legal concerns promptly and escalate patterns of risk or non-compliance. Collaborate with HR on employment decisions and changes.
Ensure adherence to all federal, state, and local laws and regulations, including BSA and OFAC requirements relevant to the role.
Maintain expert knowledge of credit union products, services, policies, and procedures, and model adherence to operational and regulatory standards.
Manage vendor relationships to support service delivery and operational needs.
Perform other duties as assigned to support departmental and organizational objectives.

Benefits

100% Employer-paid medical, vision, prescription, and dental insurance option for all full-time employees.
50% Employer-paid spouse coverage.
65% Employer-paid dependent children coverage
Flexible Spending Account (FSA)
Dependent Care FSA
Health Savings Account (HSA)
401(k) Plan with up to 7% match
100% Employer-Paid Life Insurance/AD&D package ($100,000)
Paid Vacation and Sick Time
11 Paid Holidays + 1 Floating Holiday
Optional Short- and Long-Term Disability
Employee Assistance Program
40 paid volunteer hours
Shared Bonus Plan (when company goals are achieved)