PRIMARY OBJECTIVE OF POSITION

Coach Member Service Staff to their full potential to effectively enhance the member experience, reach performance targets for loan and deposit production, and products sales. Monitor performance and set individual and branch goals with Branch Managers. Responsible for the ongoing training, motivation and guidance of Member Service staff. Align branch sales and staff with the strategic and operational goals of the Credit Union.

ESSENTIAL JOB FUNCTIONS

1. Manage Sales Performance

• Responsible for working closely with Training, Branch Managers, Consumer Loan Underwriters, and Member Service staff to achieve performance goals.
• Works closely with Branch Managers to establish branch and individual goals.
• Review, analyze, and interpret performance reports monthly.

2. Provide training, instruction and guidance to Member Service Staff in regards to deposit and lending products, procedures, and policy to elevate the member experience.

• Maintain knowledge of the credit unions products and services and motivate staff to cross-sell.
• Responsible for coaching and developing a highly engaged team.
• Assists in developing and innovating, as needed, coaching material and curriculum for team promotions and/or training.
• Provide feedback to manager regarding development and performance.

3. Fully engage in increasing the member experience through developing and enhancing performance behaviors.

4. Regulations

• Comply with the Bank Secrecy Act Policies including completion of form FINCEN104.

• Comply with regulation CC Policies.
• Comply with Truth and Lending regulations.

• Comply with regulation DD (TIS) Policies.

• Comply with all other regulations as required by law.

5. All other duties as assigned.

RELATIONSHIPS AND CONTACTS

Supervise Approximately: Up to 10

Reports To: Branch Manager

Contacts: Frequent contact with staff and other departments face to face and by telephone.

JOB SPECIFICATIONS

EDUCATION REQUIREMENTS

Incumbent must have a high school diploma/GED.
EXPERIENCE REQUIREMENTS

5 years in a progressive responsible financial institution that involved experience in: new accounts, and consumer loan origination.
MENTAL REQUIREMENTS
Most important to this position are excellent communication verbal and written, human relations skills, accuracy, initiative, follow through, reliability and a self starter. Incumbent must have the ability to motivate staff and the ability to anticipate member needs. To adequately perform this position, the incumbent must have knowledge of federal and state laws and regulations.
PHYSICAL REQUIREMENTS

Position involves wrist/hand manipulation; restriction to work station for extended periods of time. May be required to stand for extended periods of time. Vision abilities required by this job include close vision for frequent viewing of computer monitor and review of documents. Communication abilities required by this job includes clarity in speech and hearing for effective staff/member interaction. Must be able to drive a vehicle and have a valid Texas drivers license. Candidate must be available to travel to other branches, work outside of business hours and Saturdays when requested by management

EQUIPMENT SKILLS

Personal computer with windows environment, scanner, calculator, copy machine.