Manager, Member Outreach

SECU is seeking a Manager for our Member Outreach team to oversee the Outbound Calling Team’s efforts to engage SECU members and support enterprise sales. This role drives the team's growth and development, with plans to scale in 2025. Responsibilities include interviewing, hiring, and developing talent, partnering with the Team Lead to onboard new hires, and providing ongoing sales coaching and support to the team.

The Manager, Member Outreach role is expected to have a thorough understanding of SECU’s organizational goals for enterprise sales. This individual will have responsibility for establishing and executing a department strategy to generate loan and deposit production. This individual will oversee the modification of department sales goals annually, along with ensuring the department’s compensation plan remains competitive. We are a transforming organization and expect this position to continue to evolve in breadth and scope as we grow and deepen our members’ relationship with SECU.

The Manager, Member Outreach adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position, including all aspects of the Bank Secrecy Act and related regulations, such as OFAC, and the USA Patriot Act, Fair Lending and Information Security.

A day in your life might include:

• Provide needs-based solutions for members and contribute to the overall financial wellness of the membership base in a timely manner.
• Engage in consultative member communications through all channels (phone, email, virtual), while adhering to all SECU service level agreements.
• Deliver activities to deepen the member relationship through outbound calling efforts and/or community engagement and development.
• Educate members on self-service, digital, and alternative methods of banking to support Retail strategy and initiatives.
• Oversee an existing and ongoing project to bring an omni channel call center solution to the Member Outreach department.
• Vet new vendors and onboard new technology to drive efficiencies in support of various department functionalities.
• Deliver expected performance indicators around member outreach, appointment setting, partner referrals, and service, including quality referral and cross-sell success.
• Facilitate project team meetings in collaboration with the project manager, ensuring alignment on goals, deliverables, and timelines.
• Lead the implementation of new projects and initiatives aimed at integrating innovative technologies within the department.
• Provide oversight and strategic guidance to the outbound calling team, supporting the team lead in performance coaching, skill and competency development/training, and participating in joint sales calls
• Ensure the department is equipped with the tools, resources, and support necessary for team members to perform their roles effectively and efficiently.
• Provide reports to SECU leadership that accurately reflect calling efforts, loan and deposit production and referral statistics with resulting outcomes.
• This is not meant to be an exhaustive list of responsibilities. Other duties will be required.

What we need from you:

• High school diploma required; Bachelors’ degree preferred.
• Prior experience in sales management, focusing on results-oriented growth
• 5 years or relevant experience of proven managerial performance in relationship building, goal attainment, and coaching in retail banking sector and/or contact center preferred.
• Deep experience in lending and outbound calling.

Compensation Information: Offers will be commensurate with experience and education. Please Note: the budget for this position is $73,800 - $78,000 annually.

• Annual Salary: Min. $73,800 – Max. $118,000

Other Compensation Includes:

• Quarterly incentives based on productivity goals
• Annual corporate-wide incentives

We provide comprehensive benefits, with a focus on total well-being:

• Medical, vision, dental benefits
• 401k plan with company matching
• Generous sick, vacation and personal leave
• And more...2025 SECU Benefit Guide

SECU is committed to fostering a diverse, equitable, and inclusive workforce where all individuals are valued and respected. We take pride in providing equal opportunities for all qualified applicants regardless of race, ethnicity, national origin, gender, sexual orientation, gender identity or expression, religion, military or veteran status, or any other characteristics protected by law.