Sales through Service Program Manager (Remote)

Location

Remote, Travel is required. This position will cover the branches and service areas throughout Washington and Oregon as needed.

Status

Full-Time Regular, Exempt

Pay Range

The full pay range is $104,167.00-$156,251.00 annually. Depending on experience and qualifications. In addition to your salary, compensation incentives are available. Incentive targets vary by role.

We offer a bilingual differential for employees who can assist our members’ financial needs in a second language. Proficiency is subject to passing a standardized verbal assessment. Currently approved languages are Korean, Russian, Spanish, and Tagalog.

Applicants are encouraged to apply by October 18th, 2024 5:00 PM PST.

We are seeking a Sales through Service Program Manager to join our team! This position manages the overall design, development, delivery, and evaluation of the sales through service training program, ensuring alignment with the credit union’s strategic goals and objectives. Oversees and develops sales through service training programs designed for the Experience Delivery staff, focusing on training member satisfaction and loyalty skills. Coaches, mentors, and evaluates staff on core service, service recovery, financial advice, and consultation skills.

Visa sponsorship not available.

Contact us at 800.258.3115 with any questions or request for accommodation.

Responsibilities:

• Oversees engaging and effective training courses, workshops, webinars, and other learning activities to diverse audiences, using various delivery methods and technologies, and fosters a culture in alignment with the credit union’s Core Values.
• Manages and applies adult learning principles and instructional design techniques to create interactive and learner-centered training solutions that meet business objectives and enhance employee performance.
• Coaches, mentors, and evaluates Experience Delivery staff on handling challenging situations, overcoming objections, and member retention.
• Collaborates with Experience Delivery leaders and other key stakeholders to identify training needs and gaps and develop solutions that align with credit union goals and values. Monitors and analyzes the impact of training interventions on sales and service metrics, such as retention, referrals, Net Promoter Score, Overall Satisfaction, and revenue.
• Designs and develops training materials, such as manuals, handouts, exercises, assessments, and evaluation tools, using appropriate software and tools. Ensures consistency and quality of training content and materials across all courses and programs.
• Develops and manages the training calendar, catalog, and database. Tracks and reports on training metrics, such as attendance, completion, satisfaction, and effectiveness. Provides feedback and recommendations for continuous improvement of training programs and processes.
• Establishes, builds, and maintains strong relationships across all Experience Delivery functions and team members to ensure elements of the Experience Delivery Team are successfully coordinated to meet organizational and operational needs.
• Stays updated on current trends and best practices in sales and service training and incorporates new methods and technologies to enhance learning outcomes and engagement. Demonstrates a positive attitude, professionalism, and enthusiasm for sales and service excellence.
• All other duties as assigned.

Education and Experience Required:

• High School Graduate or GED.
• A minimum of seven (7) years experience in training and program development in a financial institution is required.
• A minimum of three (3) years experience in a management/leadership role responsible for executing functional strategies and specific objectives is required.

Knowledge, Skills and Abilities:

• Proven sales and service training expertise: the ability to design, deliver, and evaluate effective training programs that enhance the sales and service skills of credit union staff.
• Communication and presentation: the ability to communicate clearly and persuasively, both verbally and in writing, and to adapt to different audiences, learning styles, and delivery methods.
• Coaching and mentoring: the ability to provide constructive feedback and guidance to staff, and to motivate and inspire them to achieve their goals and improve their performance.
• Collaboration and stakeholder management: the ability to work well with others, build trust and rapport, and manage expectations and relationships with internal and external partners.
• Analytical and problem-solving: the ability to collect and analyze data, identify gaps and opportunities, and propose and implement solutions that align with credit union objectives and values.
• Proven track record of building and managing strong collaborative relationships across all levels of the organization.
• Strong consulting and coaching skills.
• Strong interpersonal communication skills, including influencing and encouraging continuous improvement.

Benefits

This position is eligible for Full-Time Regular benefits. Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage. Medical, Dental, and Vision insurance is paid at a 100% by company for the employee coverage. We also offer Health Care FSA (HCFSA) and Day Care FSA (DCFSA). Employees have access to disability and AD&D insurance. Employees are able to enroll in our 401k plan. Full-Time Regular employees accrue 8 hours of vacation and 8 hours of sick leave, on a monthly basis. Full-Time Regular hired employees also receive 11 paid holidays throughout the calendar year, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time.

All benefits except 401k start the first of the month after 30 days of employment. Employees become eligible to contribute to 401k on the first of the month following 60 days of employment.

EEO Statement
TSCU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.