Virtual Branch Sales Assistant Manager

KEMBA Financial Credit Union•Columbus, OH

9d•Hybrid

About The Position

The Virtual Branch Sales Assistant Manager is responsible for coaching, developing, and supporting the Virtual Branch Sales & Virtual Branch Float Representatives to ensure consistent service delivery, strong performance and behaviors. This role emphasizes building team skills through ongoing training, feedback, and mentorship while ensuring policies and procedures are followed. In addition to guiding staff, the Assistant Manager helps maintain service standards, supports branch goals, and drives individual and team success through call production. The Assistant Manager also serves as acting Virtual Branch Sales Manager when needed, providing leadership, direction, and oversight to ensure members have an excellent experience across all Virtual Branch Sales interactions.

Requirements

Associates degree in Business or Finance or related education and experience
1 to 3 years of related managerial and operations experience
3 to 5 years of sales experience
Ability to operate related computer applications and business equipment
Thorough knowledge of Credit Union products, services, and policies
Strong interpersonal and communication skills
Proven and strong sales ability
Solid supervisory abilities
Professional demeanor
Well organized, can manage multiple priorities and thrive in a fast-paced environment
Can easily adapt to and lead change
Strong work ethic and willingness to take on new initiatives

Responsibilities

Manages Virtual Branch Sales Representative or Float team: Prepares for and facilitates weekly team meeting
Conducts call reviews and coaches to improved service quality and execution of the sales process
Conducts one on ones and develops action plans for continuous improvement
Assigns work to associates; reviews quality of work and coaches improvement as appropriate
Assists with new associate training and ensures associates are well trained in all phases of their respective jobs; performs cross training as necessary
Conducts career development conversations
Holds associates accountable to sales, service and operational performance expectations
Completes performance appraisals
Leads and supports daily Virtual Branch Sales Representatives or Float Team operations: Assists with branch scheduling and ensures staff is operating to acceptable service levels
Handles escalated member calls and complaints, owning resolution of concern
Communicates changes to established policy and procedures within the Virtual Branch Sales or Float teams
Completes required reports and records and ensures that Virtual Branch Sales or Float Teams functions are properly documented
Reviews NPS data to discover trends or service gaps, providing recommendations to the Virtual Branch Sales Manager
Monitors call activity and reassigns staff as appropriate
Achieves assigned individual loan and deposit goals by engaging members and selling Credit Union products and services
Performs all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and procedures including data security protocols
Assists in other areas as directed by Credit Union management
Develop an understanding of credit union history, philosophy, organization, policies, and operational procedures
On a self-directed basis, continue to improve individual level of competency through training and certification on established educational programs
Relates to others beyond giving and receiving instructions: Works well with partners and peers
Performs work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
Responds appropriately to feedback
Performs other duties as assigned