The Virtual Branch Sales Manager is responsible for the direction and administration of Virtual Branch Sales operations to ensure service levels are maintained, policies and procedures are followed, and staff coaching, and development occurs. In this role the Sales Manager supports the team in providing a full range of services to members and prospective members and ensures branch goals and service levels are achieved via individual call production through consistent coaching activities.
Duties and Responsibilities
Assumes responsibility for the day-to-day operations of the Virtual Branch Sales team:
Coordinates, supervises and effectively schedules the Virtual Branch Sales and Float staff and their daily activities in servicing the membership
Completes required reports and records and ensures that Virtual Branch Sales functions are properly documented
Identifies process and procedure items that need addressed or improved and partner with appropriate parties internally to address and implement
Assists with implementing and communicating changes to established policy and procedures within the Virtual Branch Sales
Assists associates with escalated member concerns, including reviewing NPS data to discover trends or service gaps, providing recommendations to appropriate leadership
Leads by example in displaying and effectively communicating overall member care philosophy
Partner with Virtual Branch Service Manager to provide support for Virtual Branch Service Associates including escalations and referral/sales coaching
Establishes performance standards for positions within the department, monitor performance and provide feedback to employees
Coaches to established individual sales goals for department employees and leverage results reports to identify both individual and team opportunities and build action plans to close gaps
Assumes responsibility for establishing and maintaining effective coaching and development of Virtual Branch Sales and Float Associates:
Oversees the tracking of individual progress; writes and delivers performance appraisals; formulates and implements development plans to grow team strengths
Conducts regular performance appraisals (semi-annually and annually)
Plans and conducts regular department meetings
Regularly assesses training needs of department employees and schedule additional education as needed
Recognizes and reward employees for achievement
Reviews and monitors the work and calls of Virtual Branch Associates
Assists with guiding through new associate training and ensures that associates are well trained in all phases of their respective jobs; performs cross training as necessary
Assists with coordinating efforts with Senior Learning and Development Manager, Virtual Branch Service Trainer and Retail Branch Sales Trainer
Works with appropriate partners to create and establish the Virtual Branch Outbound Sales team as well as the centralized video Member Services Representatives
Registers with the Nationwide Mortgage Licensing System (NMLS) as a Mortgage Loan Originator (MLO) and maintains and renews the registration in addition to completing related compliance training as directed by KEMBA
Performs all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and procedures
Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
On a self-direct basis, continues to improve individual level of competency through training and certification on established educational programs
Relates to others beyond giving and receiving instructions:
Communicates with coworkers or peers without exhibiting behavioral extremes
Performs work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
Responds appropriately to feedback from supervisor
Performs other duties as required by management
Performs other duties as assigned
Required Qualifications
Undergraduate degree in Business or Finance or related education and/or related experience
Three to five years of managerial experience
One to two years of sales experience
Ability to operate related computer applications and business equipment
Thorough knowledge of Credit Union products, services, and policies
Strong interpersonal and communication skills
Proven and strong sales ability
Solid supervisory abilities
Professional demeanor
Well organized
Strong ability to multi-task and able to work in both service and sales areas
Physical Demands
The physical demands listed below represent those necessary to perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.
The employee is regularly required to sit, use their hands, reach with arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.
