Member Experience Coach

Member Experience Coach
Location: Mohawk Valley
Salary Range - $75,517.30 to $94,396.62 actual salary will depend on experience.
Status: Full Time
On-site work required in various locations

Who Are We?
AmeriCU is a not-for-profit credit union based in Rome, NY with assets in excess of $2.7 Billion and serving a membership base of over 170,000 members across Central New York, the United States, and beyond. For 75 years we have been committed to our members, our employees, and our communities. In 2025, we were once again recognized as one of the Best Companies to Work for in New York State and recognized by American Banker as one of the best credit unions in the United States to work for, ranking 38th nationwide!

The Position:
AmeriCU Credit Union is in search of a Sales & Service Coach who aligns directly with our mission to provide our members with the right financial services to live life, dream big, and achieve financial success, and our vision to be the most admired organization in every community we serve.

As a Sales & Service Coach you will:

What You’ll Do:
As a Member Experience Coach your primary responsibilities will include:

• Deliver AmeriCU’s sales training program to front-line employees, ensuring consistent execution of sales strategies. Stays engaged with front line leaders to ensure usage and proficiency. Work with training department to develop additional sales reinforcement training as training needs evolve.
• Provide specialized training support to financial center staff through targeted coaching and follow-up as needed to deepen product and service knowledge.
• Facilitate engaging training sessions focused on sales techniques, product knowledge, CRM usage, and member service excellence.
• Conduct sales/service introduction training as part of the monthly new hire orientation program.
• Conduct ongoing reinforcement training to support continued development and retention of sales and service skills.
• Create engaging, effective training materials and content to enhance the team's knowledge of services, sales processes and various techniques.

• Work directly with financial center managers and front-line staff to observe, assess, and coach sales behaviors.
• Provide individualized coaching to employees on the sales cycle, prospecting, lead generation, closing strategies, CRM tools & member relationship management.
• Reinforce the use of Salesforce CRM and other production systems to help staff identify opportunities, manage pipelines, and enhance sales engagement.
• Support leadership in implementing targeted coaching plans for employees who require additional support

• Champion AmeriCU’s sales culture by fostering a positive, results-driven environment.
• Assist in the execution of sales contests, campaigns, and recognition programs to drive engagement and motivation.
• Serve as a sales advocate, promoting best practices and celebrating successes within assigned regions.

• Assist in assessing employee sales performance through observation, feedback, and training assessments.
• Utilize evaluation tools to measure the effectiveness of training programs and recommend improvements.
• Provide feedback to financial center managers and the Sales Manager on employee progress and development needs.

• Track and report on training attendance, coaching sessions, and employee progress.
• Maintain records of training materials, resources, and coaching documentation.
• Support the AVP, Sales & Service Development in in analyzing sales performance data to identify training opportunities.

• Step in to manage financial leadership when vacancies occur or as otherwise needed.