Virtual Branch Sales Manager - KEMBA Financial Credit Union

Title: Virtual Branch Sales Manager

Reports to: Chief Sales Officer

Supervises: Virtual Branch Sales Assistant Manager and Virtual Branch Sales Representatives

Status: Exempt

Objective

The Virtual Branch Sales Manager is responsible for the direction and administration of Virtual Branch Sales operations to ensure service levels are maintained, policies and procedures are followed, and staff coaching, and development occurs. In this role the Sales Manager supports the team in providing a full range of services to members and prospective members and ensures branch goals and service levels are achieved via individual call production through consistent coaching activities.

Duties and Responsibilities

• Assumes responsibility for the day-to-day operations of the Virtual Branch Sales team:
  • Coordinates, supervises and effectively schedules the Virtual Branch Sales and Float staff and their daily activities in servicing the membership
  • Completes required reports and records and ensures that Virtual Branch Sales functions are properly documented
  • Identifies process and procedure items that need addressed or improved and partner with appropriate parties internally to address and implement
  • Assists with implementing and communicating changes to established policy and procedures within the Virtual Branch Sales
  • Assists associates with escalated member concerns, including reviewing NPS data to discover trends or service gaps, providing recommendations to appropriate leadership
  • Leads by example in displaying and effectively communicating overall member care philosophy
  • Partner with Virtual Branch Service Manager to provide support for Virtual Branch Service Associates including escalations and referral/sales coaching
• Establishes performance standards for positions within the department, monitor performance and provide feedback to employees
• Coaches to established individual sales goals for department employees and leverage results reports to identify both individual and team opportunities and build action plans to close gaps
• Assumes responsibility for establishing and maintaining effective coaching and development of Virtual Branch Sales and Float Associates:
• Oversees the tracking of individual progress; writes and delivers performance appraisals; formulates and implements development plans to grow team strengths
  • Conducts regular performance appraisals (semi-annually and annually)
  • Plans and conducts regular department meetings
  • Regularly assesses training needs of department employees and schedule additional education as needed
  • Recognizes and reward employees for achievement
  • Reviews and monitors the work and calls of Virtual Branch Associates
  • Assists with guiding through new associate training and ensures that associates are well trained in all phases of their respective jobs; performs cross training as necessary
  • Assists with coordinating efforts with Senior Learning and Development Manager, Virtual Branch Service Trainer and Retail Branch Sales Trainer
• Works with appropriate partners to create and establish the Virtual Branch Outbound Sales team as well as the centralized video Member Services Representatives
• Registers with the Nationwide Mortgage Licensing System (NMLS) as a Mortgage Loan Originator (MLO) and maintains and renews the registration in addition to completing related compliance training as directed by KEMBA
• Performs all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and procedures
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• On a self-direct basis, continues to improve individual level of competency through training and certification on established educational programs
• Relates to others beyond giving and receiving instructions:
  • Communicates with coworkers or peers without exhibiting behavioral extremes
  • Performs work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
  • Responds appropriately to feedback from supervisor
  • Performs other duties as required by management
• Performs other duties as assigned

Required Qualifications

• Undergraduate degree in Business or Finance or related education and/or related experience
• Three to five years of managerial experience
• One to two years of sales experience
• Ability to operate related computer applications and business equipment
• Thorough knowledge of Credit Union products, services, and policies
• Strong interpersonal and communication skills
• Proven and strong sales ability
• Solid supervisory abilities
• Professional demeanor
• Well organized
• Strong ability to multi-task and able to work in both service and sales areas

Physical Demands

The physical demands listed below represent those necessary to perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.

The employee is regularly required to sit, use their hands, reach with arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.