Manager, Virtual Sales

Role Overview

• Directs and manages all sales, member experience, service, and operational activities of the Virtual Sales Branch (VSB) to achieve a profitable distribution of the Credit Union's products and services.
• Strengthens member relations through the efficient delivery of high-quality, personalized sales and a memorable service experience.
• Responsible for leading and managing effective outbound sales, referral developing activities, and deepening of new member relationships.
• Manages the Virtual Sales Branch team to ensure achievement of sales and service goals, including, but not limited to, desired levels of product sales, volume, and mix.
• Develops and manages the outbound activities for the Virtual Sales Branch including, but not limited to, identifying lists, scheduling staff, and summarizing and reporting results.
• Responsible for scheduling of Virtual Sales Branch staff to ensure effective deployment of resources to receive and serve members throughout the business day.
• Assures all staff members consistently execute the day-to-day elements of the Credit Union’s Member Experience.
• Works closely with the Sr. Manager, Virtual Sales to lead member experience, cross-sell and deepening activities across all teams of the Loan Centers and Virtual Channels.
• Responsible for operational duties including pipeline management and audits of loans to assure the quality of loans produced.
• Leads the evolution of the Virtual Sales Branch by participating in business development and community activities within the Credit Union’s market footprint to increase sales and awareness of the Virtual Sales Branch.
• Prepares and manages the budget for the assigned branch.
• Analyzes Virtual Sales Branch financial results to ensure profitability.
• Ensures delivery of high-quality member service in all aspects of sales and operational activities of the assigned branch.
• Responds appropriately to member inquiries and complaints.
• Conducts follow-up to ensure a satisfactory response and/or resolution through member outreach and call calibrations.
• Collaborates with key stakeholders to achieve organizational goals and provide a consistent Omni Channel experience.
• Foster an environment of challenge, openness, and trust.
• Creates a sales culture that values performance and accountability.
• Ensures that the hiring, training, coaching and development of all assigned staff members results in an effectively utilized and motivated staff, committed to continuous improvement, an outstanding member experience, and teamwork.
• Assists Sr. Manager, Virtual Sales with data collection, analysis and recommendations related to proposed business workflow changes.

Requirements

• 4 Year / Bachelor's Degree
• Minimum of 3 years financial services sales management experience or retail banking sales management experience.
• Proven ability to consistently meet sales goals and service levels.
• Proven success of business development through outbound sales.
• Thorough knowledge of products, services, insurance of accounts, account vesting’s, consumer loan products and related requirements, credit union documents, reports, policies and procedures, real estate lending principles and practices.
• Must obtain the following licenses, skills and authorities within six months of entering the position: Successful completion of New Accounts training, obtain Membership Officer Authority, successful completion of Loan Officer training.
• Must successfully complete the Real Estate Loan Officer training program and obtain an authorized Real Estate Loan Officer designation including NMLS number.
• Ability to work in a fast-paced, deadline driven environment.
• Demonstrates understanding of the fundamentals of sales management, coaching, leadership, and ongoing staff motivation.
• Result driven with a customer service focus; possesses strong oral and written communication skills.
• Background in financial services, including an understanding of consumer and real estate lending practices and processes.
• Possess a working knowledge of the Microsoft Office suite of products.
• Experience using Symitar, Synapsys MeridianLink and Encompass are considered a plus.

Benefits

• Health insurance
• Flexible work arrangements