Consumer Sales Manager

Role:

The Consumer Sales Manager is responsible for the growth of consumer loan and new membership production by developing leadership direction, action plans and initiatives that result in staff performance meeting individual and organizational goals. This position assists Credit Union members with consumer loan products via multiple channels, and processes new membership applications both over the phone and via digital. This individual also directs the work of the Consumer Sales Team staff and supervises the Assistant Manager Consumer Sales who manages the Relationship Teams. This position assists in establishing and monitoring goals, implementing policies and procedures, training, and assisting them with the development of business opportunities.

Major Duties and Responsibilities:

• Inspires team to achieve department goals by: creating a high-performance culture, creating a highly engaged and collaborative team and displaying personal engagement in the credit union's success. Serves as motivational coach and mentor to all Sales staff and Relationship Supervisor. Monitors their performance relative to application generation, follow up, and conversion numbers. Trains them on the features and benefits of the new programs. Coaches them on how to promote the programs. Completes weekly quality monitors for the Consumer Sales and Relationship teams. Reinforces their knowledge of existing programs to ensure understanding.
• Leads the Consumer Sales and Relationship teams by partnering closely with Marketing on the development and promotion of membership and consumer lending programs. Partners closely with Retail Sales Operations team to ensure that member needs are met, that there is smooth functioning between departments, and that organizational goals are successfully achieved.
• Stays abreast of new product lines and offerings and strategies. Conducts research and analysis, and makes appropriate recommendations to management to ensure organizational goals are met.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Asset Control

Knowledge and Skills:

Experience: 

• 3–5 years of experience in financial services, including coaching and developing Consumer Sales and Relationship teams in a call center environment to achieve performance and service goals

Education: 

• Bachelor’s degree

Interpersonal Skills

 A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.

Other Skills:

Strong knowledge of federal and state regulations governing credit unions and financial institutions. Excellent interpersonal and communication skills, with the ability to work effectively with diverse groups of people. Strong leadership and management skills, with the ability to motivate and coach teams. Ability to analyze financial and operational data and develop strategies to improve performance. Sound understanding of risk management concepts, including underwriting, loan audit, and fraud avoidance.

ADA Requirements:

PHYSICAL REQUIREMENTS

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel offsite whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

WORKING CONDITIONS

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

MENTAL AND/OR EMOTIONAL REQUIREMENTS

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Community First Credit Union is an Equal Opportunity Employer. Community First values and celebrates diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected Veteran.