Consumer Sales Manager

This position 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 Outbound Sales Team staff and supervises the Sales Supervisor who manages the Relationship and Express team staff. 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 the team to achieve department goals of over $78 Million 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 Assistant Manager. Monitors their performance relative to application generation, follow up, and conversion numbers. Trains and coaches on the features and benefits of new programs and how to promote the programs. Completes weekly quality monitors for the Outbound, Express and Relationship teams. Reinforces the team's knowledge of existing programs to ensure understanding.
• Meets or exceeds annual goals as established. Meets all new membership and consumer loan production goals as defined in the individual’s performance plan by working with staff in meeting or exceeding their goals.
• Leads the strategic direction of the Outbound, Express and Relationship teams by partnering closely with Marketing on the development and promotion of membership and consumer lending programs. Partners closely with the Retail Sales Operations team to ensure member needs are met, there is smooth functioning between departments, and organizational goals are successfully achieved.
• Stays abreast of new product lines, 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:

• Financial services experience required.
• Strong understanding of credit union or financial services operations required.
• 3+ years of leadership experience managing sales team and leaders.
• Minimum 3 years call center experience preferred.
• Microsoft suite proficiency.
• Demonstrated success leading large-scale operational and experience transformation initiatives

Education/Certifications/Licenses

Bachelor's degree in Business Administration, Management, Finance, Marketing, or related field required.

Interpersonal Skills

The ideal candidate brings a proven record of people leadership, demonstrating the ability to supervise, monitor, and evaluate team performance while fostering an environment of accountability and professional growth. In this role, maintaining a significant level of trust, credibility, and diplomacy is essential for cultivating productive relationships across cross-functional teams, and leadership.

Other Skills

• Strong analytical, financial, and business acumen.
• Exceptional communication and relationship-building skills.
• Expertise in member experience management, NPS, service excellence, and quality assurance.

ADA 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 off site 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.