Director of Sales and Services 5050

Keesler Federal Credit Union • Gulfport, MS

4d

About The Position

The Director of Sales & Service is responsible for developing, leading, and sustaining a retail sales and service strategy that elevates member experience, deepens relationships, and drives revenue growth across all retail delivery channels. This role oversees the design and execution of the retail sales, service, coaching, and performance frameworks, ensuring alignment with organizational goals, operational excellence, and the member value proposition. The Director partners closely with Branch Operations, Contact Center, Lending, Digital, Centralized Operations, Marketing, and HR to embed a consistent and high-performing sales and service culture across Retail Operations.

Requirements

• Bachelor's Degree with a major in Business or a Business Discipline (Economics, Finance, Accounting, Business Management, Human Resources, etc.,) or equivalent combination of education and experience
• 8 years of progressive experience in sales, service or member experience leadership within financial services.
• Minimum 5 years of leadership experience managing managers or leading initiatives
• Lending experience required, preferably in a financial institution.
• Knowledge of adult learning concepts.
• Excellent project management skills, including the ability to manage multiple and concurrent projects to a successful conclusion by a stated deadline.
• Analytical skills and the ability to present supporting data
• Strong public speaking and presentation skills.
• Knowledge of credit union operational procedures, products, and services.
• Ability to work under stringent deadlines stressing the urgency to achieve monthly goals with expected quality and in accordance with required policies and procedures.
• Excellent communication skills
• Ability to work independently with minimal supervision.
• Must be willing to travel to branches and other departments as needed for training & coaching.
• Must be flexible to work evenings or weekends as needed.
• Extensive use of PC required. Must be proficient in Microsoft Word, Excel, Teams, Outlook, reporting tools, CRM, LOS, and the use of the internet and e-mail.
• Ability to effectively use the CRM to create system events, referrals, incentive systems, and utilize the delivered reporting system to track sales.
• Ability to effectively use the CRM system to ensure that staff is effectively using the system to complete new member onboarding, routing & resolving service requests, and complete new product sales promptly.

Responsibilities

• Serves as the "champion" of our internal sales and service program.
• Leads the creation and execution of a Sales & Service strategy that supports organizational growth, member experience targets, and operational performance goals.
• Establishes retail sales and service standards and coaching frameworks across all member-facing channels.
• Chairs or co-chairs Sales & Service governance councils, working groups, and quarterly business reviews with executive and VP-level leaders.
• Oversees enterprise performance dashboards, KPIs, and analytics tied to sales effectiveness, service quality, member engagement, onboarding success, and channel performance.
• Directs the design and delivery of comprehensive training programs for sales, service, coaching, discovery, and consultative conversations.
• Develops strategic sales initiatives that support loan, deposit, and membership growth goals across all channels including branches, call center, outbound, and digital.
• Designs and oversees contests, campaigns, incentive structures, recognition programs, and performance accelerators aligned with institutional objectives
• Ensures sales and service practices align with compliance, risk management, BSA/OFAC requirements, and internal policies.
• Leads a team of managers, trainers, and specialists responsible for equipping leaders across the retail network with coaching tools and performance insights.
• Implements sales and service training strategies for use by our team members.
• Provides ongoing support for sales and service operations across all Retail channels, including call center, branches, and back-office functions.
• Measures the effectiveness of sales and service strategies through key performance indicators.
• Oversees routine visits with team members regarding sales and service throughout Retail Operations.
• Acts as the liaison between Keesler Federal and ancillary product vendors from a Sales and Service training perspective.
• Facilitates meetings to develop and improve service commitment to members and team members and is responsible for executing Service Commitments across the organization.
• Develops credibility by acting as a role model, providing leadership, and coaching staff toward achieving their goals.
• Responsible for compliance with all Federal regulations including the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC)
• Any other assigned duties.

Benefits

• Medical, dental, and vision insurance
• Section 125 Flexible Spending Accounts (Health Care and Dependent Care)
• Employee and dependent life insurance
• 401(k) retirement plan with a 100% match on the first 5% of employee contributions
• Paid time off and leave benefits
• Tuition reimbursement
• Short-term and long-term disability coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 501-1,000 employees