GENERAL SUMMARY Responsible for: Sales and service performance of assigned full service branches with direct supervision of the Branch Managers, the Virtual Branch Team (Glia) and our Interactive Artifical Intelligence Bot (Gene). Responsible for assisting NIH Federal Credit Union (NIHFCU) to deliver on its mission "to offer unique products and solutions to improve the financial lives of our members." This position will achieve this through responsibility for the development, implementation and continuing success of NIHFCU's sales and service culture. The goal is to ensure all employees facilitate the delivery of NIHFCU's mission by providing the highest level of quality service to both internal and external members, including identifying the members' financial needs and recommending appropriate Credit Union solutions. The Regional Manager of Sales and Service is responsible for professional development of the Branch Managers and the Virtual Branch Team; ensuring they receive all necessary skills and tools for success, including training, coordinating ongoing sales meetings, developing and monitoring sales performance metrics, and recognition and incentive programs to ensure the achievement of Credit Union monthly and annual sales goals.
MAJOR DUTIES AND RESPONSIBILITIES Leadership & Sales Culture: - Lead and promote a sales and service culture focused on exceptional member service, membership growth, and product and service penetration throughout NIHFCU's deposit, loan, business and digital services.
- Develop, monitor, and report sales, service, and performance metrics, including Net Promoter Score (NPS).
- Coach leaders and staff to strengthen sales, service, and performance management skill to develop and monitors a portfolio of performance metrics to establish goals, track individual and group sales and service performance.
- Helps to build a sales culture by developing employees' sales and services skills including working through department. leadership to build coaching skills, coordinating and delivering sales and service training, working with senior management to create an environment supportive of a sales culture.
- Works closely with the VP of Marketing to develop and manage the Credit Union's member and product on-boarding programs. Conducts outbound calls to members to resolve any outstanding issues, cross-sell additional products and services and provide outstanding service.
- Responsible for building Member Engagement as measured through Net Promoter Score for Branch and Virtual Branch interactions.
- Recommend, develop and implement incentives for Branch sales production and service metrics to complement with key performance indicators of the Credit Union. Effectively manages the sales and service incentive and recognition program to maximize sales and service delivery, facilitate employee accountability and reward top performers.
- Works closely with the VP of Marketing to enhance the effectiveness of promotional campaigns, with the VP of Retail Delivery and and Business Development to deliver quality service and maximize sales through our branch and call center staff.
- Partner with Information Technology as the CRM for KeyInsight in Keystone. Coordinating with all departments in the Credit Union to build out and maintain relevant interactions and opportunities in the workflow.
- Work with Internal Audit, Risk Management, Facilities, and the Branch Managers to ensure operational compliance.
- Build out and update policy and procedures for branch and member facing processes
- Ensures Product Knowledge Manual is accurate and up-to-date.
- Conducts annual Product Knowledge Certification for employees and reports results to the respective management.
- Remains knowledgeable of and adheres to NIHFCU policies and procedures, and all applicable regulations.
Branch & Virtual Branch Management: - Direct the operations of all branches and the Virtual Branch to ensure consistent, high-quality member service.
- Provide leadership, coaching, and performance management for Branch Managers and staff to ensure employees meet established sales goals.
- Conduct semi-annually performance feedback sessions with Branch Managers to provide coaching and individual action plans. Use good motivational skills to encourage employees to continually strive toward higher achievements.
- Lead in consistently adhering to Operational Procedures, Controls and in maintaining Service Levels consistent with NIHFCU standards.
- Resolve escalated and complex member concerns and problems - Act as a point of contact for escalated member inquiries or problems and ensure that they receive full and efficient service. Research information and analyze problems effectively. Determines viable options to solve Member issues and choose the best course of action.
- Oversee the Business Membership workflow for new and existing business members, as well as partnering with Business Credit Cards and Member Business Lending to facilitate business memberships for approved applicants.
- Responsible for interviewing, hiring, training, cross training, evaluating, counseling, and recommending discharge to the VP of Retail Delivery.
- Schedule and maintain needed staffing levels; arrange resources and workloads to ensure efficiency and productivity.
- Exercises judgment and provides guidance through interpreting of policies, procedures, and Branch Administration Performance Standards, clarifying guidelines in order to ensure adherence.
- Resolves product or service problems by clarifying the member's concern/complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Conduct Regional Branch visits and complete regional reports.
- Partner with the Director of Digital Banking to direct the operators of the Virtual Branch (Glia).
- Build and implement Outbound Calling and Outreach events to build membership and lending opportunities.
Requirements
EDUCATION & EXPERIENCE - Bachelor's degree in Marketing, Training, Business Administration, or a related field, or equivalent experience.
- Required: Five (5) to seven (7) years of experience in the banking or credit union industry, including retail sales and operations management.
- Required: Five (5) to seven (7) years of management experience in a banking or credit union environment.
- Proven leadership, team-building, coaching, and performance management skills.
- Strong verbal and written communication, negotiation, and problem-resolution abilities.
- Thorough knowledge of financial institution products and services, management principles, and retail sales strategies.
- Experience developing, motivating, and training employees to achieve sales and service objectives.
- Proficiency in analyzing performance and marketing data to establish goals, measure results, and drive continuous improvement.
REQUIRED COMPLIANCE COURSES Ensure that work results and processes comply with relevant laws and with established NIHFCU policies, procedures, and practices, including, but not limited to, the Bank Secrecy Act (BSA).Attend all required training or complete and pass all online required training courses as applicable.
Salary Ranges: $133,004.01-$166,255.01; Exempt position.
*Please note that the pay range listed represents the earning potential for this position and is only a general guideline that may be modified in the future. NIHFCU considers factors such as (but is not limited to) the scope and responsibilities of the position, the candidate's applicable work and educational experience, the candidate's certifications if required, and critical skills, as well as market and business considerations, including budgetary constraints and internal equity, when extending an offer.
Salary Description
135,000
