Centralized Sales & Service Manager

Description

Summary/Objective

At R.I.A. Federal Credit Union, the primary focus of the Centralized Sales & Service Manager (CSSM) is to improve the financial well-being of our members. This is accomplished through:

• Relationships: Building relationships is integral to the success of R.I.A. As a community credit union, R.I.A.s CSSM will invest the time to get to know members and take care of their needs while finding opportunities to improve their financial well-being.
• Integrity: In an era of big banks and big data, operating with integrity is becoming a more difficult trait to find in a financial institution. An R.I.A. CSSM is committed to handling members finances and data in a manner that is ethical, transparent, and professional.
• Action: Not content with business as usual, R.I.A. is action oriented. From helping a member solve a financial challenge to positively impacting the community through volunteering and sponsorships, R.I.A. is motivated to action.

Essential Functions

Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions

1. Training and Development: Encourage team to grow and develop. Find ways to foster a learning environment while empowering growth within the teams. Onboard and train new team members effectively and efficiently.
2. Product Penetration/Performance: The Centralized Sales and Service Manager will be responsible for (1) managing and growing direct to consumer product penetration including deposit accounts and loans; and (2) service delivery and service experience. This position requires the ability to function and manage independently, accepting accountability for results and attainment of sales goals. Must be able to manage call center operations, have a strong understanding of products and services, lead and mentor staff on all things service and sales and make sound and prudent decisions.
3. Sales Culture: Responsible for creating and maintaining a sales culture across the centralized sales and service teams. Push teams to hit referral goals from the contact center and centralized sales team to Mortgage, Investments, Branch and other sales/service teams within R.I.A.
4. Goal Oriented/Exceptional Member Experience: A CSSM should strive to hit monthly sales and service goals to continue the growth and success of R.I.A. and its members. Also, should ensure we deliver best in-class member experience across all delivery channels.
5. Compliance: A strong understanding and adherence to Policy and Procedure is a requirement for success. Maintain knowledge for all compliance related requirements in consumer lending, deposit accounts, fees, and service delivery including but not limited to, understanding of the compliance with the Credit Unions BSA program.
6. Third Party Oversight/Management: The ability to work directly with third party partners like but not limited to LOS systems, lead generation software, OLB partners, etc.
7. Sales and Service Effectiveness: Evaluate, monitor and report to the VP of Sales and Service, the effectiveness of sales and service via centralized delivery channels. Create ongoing reports that can be funneled up to Senior Management team on all activities and results on a monthly basis.

Competencies

• Leadership
• Business Acumen
• Confidentiality
• Financial Acumen
• Ability to work with disgruntled people; effectively in stressful situations
• Able to file and research information in alphabetic/numeric order
• Ability to collect/convey information quickly and accurately
• Ability to work independently or as part of a team
• Good reasoning/analytical skills
• Respectful
• Collaborative
• Cooperative
• Can learn and evolve
• Trustworthy/Dependable
• Ethical Practice
• Adaptable
• Ability to type; skillful in PC/10 key
• Ability to work with frequent interruptions
• Trustworthy/listens well
• Attention to detail, accuracy and solid organizational skills
• Strong written and verbal communication skills; comfortable making presentations
• Helpful Attitude
• Takes initiative; problem solves
• Relates well to employees at all levels; relationship-builder

Supervisory Responsibility

Serves as primary liaison between the Contact Centers Sales and Service teams and all aspects of credit union services and procedures.

Physical Demands

While performing the duties of this job, the employee is regularly required to spend considerable time sitting at a desk, complete work using a computer, regularly answer phone calls, and interact with employees at all levels of the organization. The employee will occasionally lift and move up to 25 pounds.

Type/Expected Hours of Work

This is a full-time position. While normal hours of work and days for R.I.A. Federal Credit Union are Monday through Thursday, 8:00 a.m. to 5:00 p.m., Friday, 8:00 a.m. to 6:00 p.m., and Saturday 8:00 a.m. to 12:00 p.m., hours for this position reflect branch attendance, but may vary based on job related requirements.

Travel

Less than 10% travel.

Required Education and Experience

1. Bachelors Degree in Business or a related field, required.
2. Ten years experience in customer service, banking, and electronics; as a supervisor or in a leadership role, required.
3. Working knowledge of risk-based lending.
4. Strong credit background with lending authority. Possess ability to analyze credit reports, financial statements, tax returns and other financial documents.
5. Strong sales background with experience meeting goals and lending sales teams.
6. Experience leading department leads, sales representatives and frontline staff.
7. Knowledge of federal and state lending regulations and compliance.

EEO Statement

R.I.A. Federal Credit Union believes in equal employment opportunity for all employees and applicants for employment. Our companys success depends on the effective utilization of qualified individuals regardless of their race, creed, color, religion, sexual orientation, age, ancestry, national origin, disability, military or veteran status or any other characteristic protected by law. We will not discriminate on the basis of these characteristics in a personnel action including, but not limited to, hiring, training, promotions, transfers, demotions, benefits, compensation, discipline, termination and any other conditions or privileges of employment.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time to adjust and adapt to the changing needs of the business.

Qualifications