Retail Sales & Service Manager

Fortera Federal Credit Union•Clarksville, TN

6d•$94,800 - $120,000•Hybrid

About The Position

The Retail Sales & Service Manager is responsible for the overall sales and service performance of assigned branch locations across the credit union's footprint. This role drives branch-level results, strengthens cross-sell of loan and deposit products, and builds the sales and training strategy delivered through branch meetings and coaching. The role also serves as the retail delivery channel's voice on technology and systems: understanding how member-facing and back-office systems interact, identifying friction points that make it harder for members and staff to do business with the credit union, and building and executing plans to close those gaps.

Requirements

Bachelor’s degree in business, finance or a related field, or an equivalent combination of education, training, certifications, and relevant professional and/or military experience that demonstrates the knowledge, skills and abilities to perform the essential functions of the position.
Valid driver's license
Must be NMLS registered or eligible for NMLS licensure.
Working knowledge of core banking, digital banking, and loan origination systems, with the ability to translate system behavior into process improvement
Minimum of five years of progressive retail banking experience, including demonstrated sales and service leadership.
Minimum of 3 years’ supervisory experience.
Demonstrated success improving cross-sell and branch sales performance.
Experience designing and delivering sales or service training programs.
Able to accurately assess the cultural environment, exhibiting emotional intelligence and appropriate sensitivity.
Strong analytical skills, with comfort using performance data and dashboards to drive decisions.
Goal-oriented and self-motivated.
Strong interpersonal, leadership, and team management skills.
Able to work in cooperative manner with others.
Strong coaching, conflict resolution and/or mediation skills
Strong facilitation and written and oral communication skills.
Well-organized and attentive to detail.
Ability to operate a PC, related computer applications and business equipment.
Professional dress, appearance and attitude.
High energy with the ability to successfully acquire new business.
Good marketing skills with value-added concept selling abilities.
Able to work well under pressure while always promoting a professional image of the Credit Union.
Excellent problem solving and decision-making skills. Able to exercise sound judgment.
Ability to meet deadlines and prioritize work assignments to maintain an effective and efficient workflow.
Able to work at any Credit Union location which may include extended hours, holiday and Saturdays.
Ability to travel regularly among branch locations.
Regular and predictable attendance.

Responsibilities

Manage day-to-day sales and service performance across assigned branch locations, holding Branch Managers accountable to production and service goals.
Own branch-level sales and service results, including loan production, deposit growth, referral volume, and member service quality metrics.
Monitor performance dashboards and scorecards; diagnose gaps between goal and actual performance and direct corrective action at the branch level.
Conduct regular branch visits to observe sales behaviors, coach staff in real time, and reinforce consistent execution of the sales and service model.
Develop and implement strategies to improve cross-sell ratios and deepen member relationships across loan, deposit and ancillary products.
Partner with product, marketing, and lending teams to translate promotions and product priorities into branch-level sales tactics.
Set and communicate sales goals and incentive priorities in alignment with organizational targets.
Track cross-sell trends by branch and by employee and use that data to prioritize coaching and training investment.
Design and deliver sales and service training curricula for branch staff and Branch Managers, including onboarding, product knowledge, and consultative selling skills.
Plan and lead recurring sales meetings, huddles, and training sessions, ensuring consistent messaging and follow-through on action items.
Build role-play, coaching, and reinforcement tools that Branch Managers can use to sustain training impact between sessions.
Evaluate training effectiveness through performance data and adjust curriculum and delivery methods accordingly.
Develop a working understanding of how core, digital banking, loan origination, CRM, and related systems interact and pass information back and forth in the member and employee experience.
Partner with IT, digital banking, and operations teams to map current-state workflows and identify where system limitations, manual workarounds, or disconnected data create friction for members or staff.
Identify technology and process gaps that make it harder for members to open accounts, apply for loans, or complete transactions, and quantify their impact on sales, service, or member experience.
Build and present improvement plans for identified gaps including recommended fixes, required resources, priority, and expected impact on sales and service outcomes.
Serve as the retail delivery representative on cross-functional projects involving new systems, upgrades, or process redesign, ensuring branch and member impact is represented.
Track resolution of identified issues and report status to leadership on a regular cadence.
Conduct oneself with integrity by being honest, trustworthy, and ethical in all work activities and interactions.
Coach, develop, and evaluate Branch Managers; support staffing, performance management, and succession planning within assigned branches.
Prepare and present regular reporting on sales results, cross-sell performance, training outcomes, and technology/process initiatives to senior leadership.
Provide day-to-day oversight responsibility for ensuring compliance with applicable policies, procedures, and regulatory laws as they relate to functions within the department to include OFAC, Bank Secrecy Act and USA Patriot Act compliance, escalating compliance concerns appropriately.
Participate in community and civic events to promote awareness of the Credit Union in the community.
Attend and participate in all required training sessions, meetings and committees. Stays current on all new operations procedures.
Provide support to management to ensure the mission, vision and core values of the Credit Union are met.
Develop and nurture a philosophy focusing on honest, open communication, individual productivity and strong member orientation.
Ensure assigned work areas and equipment are clean, secure and well-maintained.
Perform other duties as assigned by management.