Kasha Wilson
Assistant Vice President of Retail Financial Services @Centris Federal Credit Union
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WORK HISTORY
Assistant Vice President of Retail Financial Services @Centris Federal Credit Union
Developed and implemented T.A.R.A, an AI-powered roleplay assistant for employee training, helping frontline staff master complex member scenarios with confidence and consistency.Lead a network of branches to deliver industry-leading member satisfaction, as measured by NPS and first-time resolution metrics.Spearheaded operational improvements that streamlined the member journey and reduced service bottlenecks — increasing staff efficiency and member retention.Cultivated a culture of psychological safety, allowing employees to challenge outdated processes, innovate openly, and grow faster as leaders.Known across the organization as a servant leader who gets things done, connects cross-functional teams, and mentors high-potential talent into management roles.
EDUCATION
Iowa Western Community College
Associates, Business Administration and Management, General
ABOUT KASHA WILSON
I believe outstanding leadership begins with the people we serve, the teams we build, and the communities we impact. As a seasoned leader in credit union retail, I’ve built a career by asking bold questions, empowering frontline teams, and turning process roadblocks into breakthrough moments of service.Most recently, I co-created and launched T.A.R.A.(Training and Roleplay Assistant), an AI-powered member experience bot that enables staff to practice high-impact conversations without involving real members. T.A.R.A. has generated industry attention, including an invitation to present at the Bank Trainers Conference. Whether I’m leading multi-branch teams, trying to find my car keys (AGAIN), or serving as VP of the board for New Visions (our local homeless shelter), I bring the same mindset: Be curious. Be courageous. Put people first.
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