Sales and Service Coach

PRIMARY OBJECTIVE OF POSITION

Coach Member Service Staff to their full potential to effectively enhance the member experience, reach performance targets for loan and deposit production, and products sales. Monitor performance of individual and branch goals with Branch Managers. Responsible for the ongoing training, motivation, and guidance of Member Service staff. Align branch sales and staff with the strategic and operational goals of the Credit Union.

ESSENTIAL JOB FUNCTIONS

• Responsible for working closely with Branch Managers, and Member Service staff to achieve performance goals.

• Review, analyze, and interpret performance reports monthly.
• Creates Individual Development Plans (IDPs) and activities monthly for Member Service staff based on knowledge level and minimum standards.
• Assists in monitoring, tracking, and managing branch sales activity, including but not limited to loan and new account volume and product sales.
• Collaborates with Manager and staff to set growth goals and actively works toward that growth.
• Provides feedback to manager regarding team development and performance. Responsible for ensuring the completion of the end of the month reports as assigned.
• Provides guidance and assistance to team members in solving complex problems or member requests.
• Through IDP activities and observations, provide training, coaching, instruction, and guidance to Member Service Staff regarding deposit and lending products, procedures, and policy to elevate the member experience.

• Maintain knowledge of the credit union’s products and services and assists in maintaining a sales and service culture within the branch.
• Responsible for coaching and developing a highly engaged team.
• Assists in developing and innovating, as needed, coaching material and curriculum for team promotions and/or training.
• At the request of the manager, may complete Teller observations monthly giving coaching and feedback on interactions.
• Fully engage in increasing the member experience through developing and enhancing performance behaviors.
• Address and resolve member concerns; provide resolution for member complaints. Keep management informed of members concerns and request assistance when necessary.

• Comply with the Bank Secrecy Act Policies including completion of form FINCEN104.
• Comply with regulation CC Policies.
• Comply with Truth and Lending regulations.
• Comply with regulation DD (TIS) Policies.
• Comply with all other regulations as required by law.
• Performs duties of a Member Service Representative on an as needed basis, following proper procedures.
• Promotes the credit union’s positive image through internal contacts as well as involvement in outside activities including CU sponsored clubs and organizations.
• Demonstrates an understanding of and follow the requirements of all regulation compliance including but not limited to those Bank Secrecy Act (BSA), AntiMoney Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions.
• Responsible for completing BSA/AML compliance training annually.
• Other duties as assigned.

RELATIONSHIPS AND CONTACTS

Supervise Approximately: Up to 10

Reports To: Branch Manager

Contacts: Frequent contact with staff and other departments face to face and by telephone.