Director of Sales and Service

Role

To direct the sales and service operations of all Spero Branches; ensuring the branches meet organizational, financial, operational, and service excellence while also meeting growth and production goals. Responsible for coaching and developing a highly motivated team of Branch/Assistant Managers and Member Service Advisors to maximize member interactions through engagement, review of financial information, and education of Spero products and services to create a thriving sales culture and maintain high team morale. You will proactively work with support departments and other member serving channels, such as TellerLink to ensure you are providing frictionless member experience throughout the branch network.

Major Duties and Responsibilities

• Monitors and promotes key products/sales within branch network to ensure profitability and sound business practices for the Credit Union, maintains a high quality of service for members and ensures employees are maximizing opportunities to sell products/services.
• Implements and coordinates training within the branch. Conducts operational, sales/service, and coaching meetings with Branch Manager and MSA's. Works with VP Member Service to create tools and improve processes to help meet production goals.
• Represents the branches as appropriate in their relationships with SEG engagement. Works with Community Engagement Manager to drive production for branches. Represents Spero with members, sponsor organizations, suppliers, other financial institutions and similar groups including Chapter meetings and other business development opportunities.
• Directs, develops, motivates, hires and disciplines branch staff, administers performance evaluations and appropriate personnel actions.
• Monitors branch operating results relative to established objectives and ensures that appropriate steps are taken to correct unsatisfactory conditions.
• Attends scheduled management team and project meetings as necessary.
• Responds to member questions, concerns, or complaints in a courteous and timely manner.
• Performs other related duties as assigned.

Knowledge and Skills

• Experience: Five to ten years of similar or related experience, including time spent in preparatory positions.
• Education/Certifications/Licenses: A College Degree

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Other Skills

Maintain knowledge with training in BSA Compliance - every staff member is required to uphold the credit unions compliance with the Bank Secrecy Act (BSA), Customer Identification Program (CIP), Office of Foreign Assets Control (OFAC) and Anti-Money Laundering (AML) policies and procedures. This includes required BSA reporting. Specific functions such as tellers and front-line staff within Spero Financial will take into consideration the awareness of unusual or suspicious activity that is relevant to the department and report such activity. In addition to any other assigned training courses, BSA, CIP, OFAC and AML related courses must be completed at least annually, as made available by the Training and/or Compliance Departments. Required to maintain comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, and Office of Foreign Assets Control requirements. Comply with all Spero policies and procedures to ensure compliance with such regulations.