Sales and Service Market Manager

Summary:  Individuals in the job are responsible for assisting Tropical Financial Credit Union in the achievement of its purpose of guiding members successfully through the financial marketplace. 

This position ensures the Market Managers and their teams consistently deliver World Class Service to our membership and community by ensuring that the team members effectively and consistently offer credit union products and services that fit the Members financial needs.  Managers promote growth and profitability by developing and expanding member relationships and retention.  Additionally, serve as a role model for community engagement and events.  The Sales and Service Market Manager will be responsible for all the sales and service initiatives of all branch locations.  

JOB SPECIFIC DUTIES

§  Provide service that meets the Service Standards defined by Tropical Financial Credit Union as measured by the Internal Service Survey; annual goals are established through the Performance Management Process.

§  Ensure Branch Teams are meeting key sales results to include: cross-selling of all Credit Union products and services, deposit volume, Insurance & Investment (I&IS) targets, product sales and penetration, new member growth targets and net promotor results.  Ensure recognition and accountability is maintained.

§  Develop, and ensure implementation of an external marketing plan in accordance with the Segregated Employees Groups (SEG), Partner Companies (PC) strategy.  Work with each branch manager to ensure that the plan is appropriate for the local market.

§  Oversee sales calls to consumer and business account prospects and business customers with managers for the purpose of generating additional business accounts and business loan volume.

§  Oversight and accountability to ensure the integrity of the Incentive Plan for the branches.

§  Handle escalated member issues.

§  Responsible for hiring, mentoring, coaching and evaluation, scheduling and developing their assigned branch managers.

§  Ensure their teams are trained and knowledgeable in all Credit Union products and services and all related job responsibilities.

§  Mentor, coach and train employees on how to deal professionally and effectively with all members, Shared Members, Segregated Employees Groups (SEG), Partner Companies (PC) and other Credit Union vendors.

§  Facilitate the consistent interpretation and application of all Credit Union policies, procedures, and programs.  More specifically support in handling staff issues, the first resource for coaching, feedback and disciplinary actions and performing effective performance appraisals per the established standards.

§  Direct supervision of Market Managers. 

§  Provide monthly performance and accountability results update to VP Member Relations.

§  Conducts staff meetings with their assigned teams to provide and seek input in the areas related to sales, services, products, operations, and overall staff development.  

§  Visit each branch minimum of one time per month, for at least ½ day.

§  Attend, co-facilitate Market Managers’ Meeting.

§  Develop and Support Managers in developing community leadership and influence;

§  Develop and and Support Managers to maintain strong external contacts as Centers of Influence;

§  Support Managers in representing TFCU at various community events, conferences, to develop and maintain leadership and influence in community.

§  Work with the Market Managers to ensure that all monthly reports are submitted on or before the deadline.

§  Monitor referral systems for branches to ensure timely follow-up on potential member applications.

§  Work with the Market Managers to ensure all audit items are immediately addressed and coordinate the branch audit response for the Audit Committee.

§  Act as a liaison to handle issues that arise between branches and support departments.

§  Coordinates departmental activity in order to promote clear communication regarding credit union lending, savings and new member promotions, products and services.

§  Works with Marketing and Lending management regarding upcoming promotions.  Provides feedback in designing corrective actions or enhancements for future promotions.

§  Works with Human Resources regarding in-house training sessions and ensures that training needs meet with current needs/product/service rollouts.

§  Oversee work schedules for all employees in their area to ensure proper branch coverage to ensure a positive member experience.

§  Serve as a backup and respond, as needed, to after-hours alarms or ATM service requests.

§  Responsible for overseeing the branch budget in support of the overall Credit Union strategy

§  BSA Compliance:  every employee is required to uphold the credit union’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures.  Specific functions within TFCU will take into consideration the awareness of unusual or suspicious activity that is relevant to the department.

§  In addition to any other assigned training courses, online BSA and OFAC courses must be completed at least annually, as made available by the Training and/or Compliance Departments.

§  Ensure ongoing individual compliance with all regulatory requirements established in the SAFE Act, if required.

§  Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, OFAC, Fair Lending, and Credit Card Act.

§  Comply with all TFCU policies and procedures to ensure compliance with such regulations.

§  Participate on project teams as assigned.

§  Performs related duties as required with or without accommodation.