Job Description:

Full understanding of the entire sales cycle, from generating referrals to closing deals.

Ability to analyze sales data, track performance – both leading and lagging indicators.

Experience in high volume sales environment.

Ability to provide sales coaching and training to staff to enhance their techniques and skills through structured development.

Banking products experience is preferred.

EDUCATION: Associate’s college degree obtained through a formal 2-year program at an accredited educational facility preferred or equivalent experience preferred.

EXPERIENCE: 3 to 5 years of previous leadership experience in a financial institution setting preferred or equivalent leadership experience.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Leading Talent – Hires, trains, directs and evaluates employee performance and behaviors to serve the member experience. Allocates resources to meet operational needs within the department. Provides leadership, coaching, and direction for their team members ensuring they have the support and development opportunities to become well-trained employees excelling in their roles.
• Sales and Service – Consistently demonstrates behaviors that reflect the mission, core values and service standards of the Credit Union. Reviews and responds to member service feedback while proactively leading and supporting employees in maintaining a professional, member-centric, needs-based sales environment. Opens new membership accounts and subaccounts, processes and funds loan applications, generates deposits, and supports team-generated referrals. Drives and executes sales performance and strategies that lead to improved financial outcomes for our members. Participates in outbound calling campaigns.
• Multi-Channel Support and Performance – Optimizes the Member Contact Center department by effectively supporting digital delivery initiatives. Ensures delivery of exceptional member experiences encompassing all member contact points, including calls, chat, email, SMS, and video chat. Adheres to service level agreements and ensures timely assignment and/or completion of secure messages and tickets from third party call center. Completes assigned reports and analyzes trends to make efficient recommendations and/or uncover problems based on data and observations. Keeps manager apprised of significant events impacting members and/or team members.
• Contact Center Operations Management – Effectively manages teleworking and in-person team members. Operational duties include but are not limited to: Scheduling, timecard validation, training, performance coaching, professionally writes and delivers employee performance documents, including appraisals. Serve as a subject matter expert for team and keeps team apprised of procedural changes. Takes escalation calls and assists with full resolution while identifying coaching opportunities to empower team on call resolution. Analyzes agent metrics, provides call monitoring and coaching. Actively completes quality control reviews, ensuring operational soundness of all areas of internal and regulatory compliance. Ensures adherence to established security protocols.
• Performs other duties as assigned.

SKILLS & COMPETENCIES

• Live the mission, vision, and core values of the credit union.
• Able to communicate effectively and tactfully with employees and members both orally and in writing.
• Demonstrate critical thinking and being self-reliant to better analyze and solve problems.
• Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.
• Exceptional leadership skills: ability to motivate, influence, and engage direct and indirect reports and peers with a significant level of diplomacy and trust.
• Excellent judgment and creative problem-solving skills including negotiation and conflict resolution skills.
• Energetic, forward-thinking, and creative in business solutions with high ethical standards and trustworthiness.
• Act as a change agent, who can collaborate with diverse interest and adapt to internal, market or regulatory- driven changes.
• Strong mentoring, coaching experience to a team with diverse levels of expertise.
• Excellent presentation skills, confident in all settings with individuals at all levels of the organization both internal and external.
• Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).
• Thorough knowledge and understanding of organization’s Employee Handbook and policies.
• Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti- Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.