SALARY This position has a base salary range of $72,000.00 - $108,000.00 USD Annual . This range represents the expected base salary range for this position. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience and time in the role. Summary Lead, coach and develop Inbound Consumer Loan representatives to achieve sales, service and quality goals that improve members' financial well-being. Build a team that takes ownership of its work, resolves routine issues within established authority, and collaborates effectively with internal and external partners. Role and Responsibilities - Train, coach and develop staff through clear expectations, ongoing feedback, career development plans and annual performance reviews. Address performance concerns promptly and hold employees accountable for sales, service, quality and conduct standards. - Build representatives' independence by holding them accountable for timely follow-up, accurate documentation and correction of their errors. Mitigate escalations by providing guidance and resources while keeping work with the representative responsible. - Cultivate a sales and service culture focused on identifying and meeting members' financial needs. Partner with the Sales Effectiveness Manager on sales coaching and development, reinforce agreed behaviors, and follow through on individual action plans. - Monitor member feedback to identify service trends, coach staff and improve member satisfaction and Net Promoter Score (NPS) for the Inbound department. - Establish and monitor sales, service and quality standards and develop action plans to achieve monthly and annual goals. Review performance reporting and incentive calculations for accuracy. - Manage staffing, scheduling, work allocation and workforce administration to maintain service levels and support sales performance. - Oversee consumer loan sales process, including completion of applications, member follow-up procedures, appropriate cross-selling and maintaining high service levels. - Maintain a high level of quality by continuously improving processes and procedures using appropriate measurement tools, identifying opportunities, validation/testing and implementation. - Guide representatives in applying products, policies and procedures, exercising judgment within their authority, and resolving routine issues. Manage complex or sensitive escalations and involve appropriate partners when additional expertise or authority is required. - Ensure compliance with all relevant laws and regulations. - Build effective relationships with branches and other internal partners, including the Centralized Sales Program (CSP). Clarify handoffs, communicate partner roles and decisions, and work together to resolve issues and improve support for members and representatives. - Manage or coordinate assigned outside business partner relationships directly related to loan sales, including insurance and call center support. Ensure appropriate quality standards and performance measures are in place for partner relationships. Qualifications and Education Requirements - BA or equivalent work experience required. - Minimum of three years of relevant experience in customer service, sales, operations or a related field. - Demonstrated leadership and coaching skills, including setting expectations, delivering direct feedback, addressing performance concerns and following through on commitments. - Excellent written and oral communication skills, with the ability to explain decisions, listen to differing perspectives and handle difficult conversations professionally. - Experience in financial services, consumer lending or sales is preferred. - Strong learning agility, with the ability to quickly learn lending products, systems and policies, apply feedback, and adapt to changing priorities. - Demonstrated ability to build employee ownership, exercise sound judgment and use performance data to guide decisions and improvement. - Strong collaboration skills, with the ability to understand partner needs, resolve disagreements constructively and follow through on shared commitments.