Sales and Service Coach

RALLY CREDIT UNION • Brownsville, TX

12d • Onsite

About The Position

The Sales and Service Coach is responsible for coaching Member Service Staff to their full potential to effectively enhance the member experience, reach performance targets for loan and deposit production, and product sales. This role involves monitoring the performance of individual and branch goals with Branch Managers, and is responsible for the ongoing training, motivation, and guidance of Member Service staff. The coach will align branch sales and staff with the strategic and operational goals of the Credit Union.

Requirements

• High school diploma/GED
• 5 years in a progressive responsible financial institution that involved experience in: new accounts, and consumer loan origination.
• Excellent communication verbal and written skills.
• Excellent human relations skills.
• Accuracy, initiative, follow through, reliability and a self-starter.
• Ability to motivate staff.
• Ability to anticipate member needs.
• Knowledge of federal and state laws and regulations.
• Must be able to drive a vehicle and have a valid Texas driver’s license.
• Available to travel to other branches.
• Available to work outside of business hours and Saturdays when requested by management.
• Wrist/hand manipulation.
• Restriction to workstation for extended periods of time.
• May be required to stand for extended periods of time.
• Close vision for frequent viewing of computer monitor and review of documents.
• Clarity in speech and hearing for effective staff/member interaction.
• Completion of BSA/AML compliance training annually.

Nice To Haves

• Personal computer with windows environment, scanner, calculator, copy machine.

Responsibilities

• Working closely with Branch Managers, and Member Service staff to achieve performance goals.
• Reviewing, analyzing, and interpreting performance reports monthly.
• Creating Individual Development Plans (IDPs) and activities monthly for Member Service staff based on knowledge level and minimum standards.
• Assisting in monitoring, tracking, and managing branch sales activity, including but not limited to loan and new account volume and product sales.
• Collaborating with Manager and staff to set growth goals and actively working toward that growth.
• Providing feedback to manager regarding team development and performance.
• Ensuring the completion of the end of the month reports as assigned.
• Providing 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.
• Maintaining knowledge of the credit union’s products and services and assists in maintaining a sales and service culture within the branch.
• Coaching and developing a highly engaged team.
• Assisting in developing and innovating, as needed, coaching material and curriculum for team promotions and/or training.
• Completing Teller observations monthly giving coaching and feedback on interactions, at the request of the manager.
• Fully engaging in increasing the member experience through developing and enhancing performance behaviors.
• Addressing and resolving member concerns; providing resolution for member complaints.
• Keeping management informed of members concerns and requesting assistance when necessary.
• Complying with the Bank Secrecy Act Policies including completion of form FINCEN104.
• Complying with regulation CC Policies.
• Complying with Truth and Lending regulations.
• Complying with regulation DD (TIS) Policies.
• Complying with all other regulations as required by law.
• Performing duties of a Member Service Representative on an as needed basis, following proper procedures.
• Promoting the credit union’s positive image through internal contacts as well as involvement in outside activities including CU sponsored clubs and organizations.
• Demonstrating an understanding of and following 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.
• Completing BSA/AML compliance training annually.
• Performing other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED