Role:

Responsible for the overall leadership, goal performance, and operational effectiveness of the Centralized Sales Department. Accountable for establishing and maintaining a productive sales environment, developing and managing lead generation channels, ensuring timely lead follow-up and implementing effective sales processes that drive loan and membership growth while maintaining engagement through the member experience.

Essential Functions & Responsibilities:

Oversee centralized sales departments by providing strategic direction, leadership, coaching and operational oversight to staff while ensuring compliance with established policies, procedures, service standards and organizational objectives. Oversee pipeline management, workload distribution, employee productivity and performance accountability to ensure department goals are achieved. Responsible for recruiting, interviewing, hiring, training, coaching and managing all aspects of employee performance and development. Maintains ownership of the member experience throughout all sales touchpoints, ensuring consistent, timely and professional engagement from initial contact through funding and onboarding. Actively engages in service recovery.  

Drives consistent service excellence across Centralized Sales by establishing clear expectations, monitoring performance, and ensuring accountability for the member experience.  

Provides leadership to staff and shared responsibility with the managers or each department, assuring work is processed in an organized and timely manner by monitoring individual activity to ensure work loads are evenly distributed.  

Identifies and takes action to improve the department's operating methods and procedures.  

Other job duties as assigned.

Performance Measurements:

1. Ensures each member interaction is thorough and results-driven, with the appropriate time dedicated to understanding the member’s complete needs, identifying solutions, and delivering an exceptional overall member experience.
2. Drives above-target performance by ensuring established benchmarks are met or exceeded and that every member interaction includes thorough needs discovery and appropriate product penetration opportunities.
3. Manages lead channel performance and effectiveness by establishing clear service-level expectations, defined response and follow-up intervals, and comprehensive flight sheets by seat to ensure consistency, accountability, and optimal lead conversion.
4. Ensures appropriate staffing levels are maintained by consistently evaluating production demands, employee capacity, and hours of operation, while proactively managing open requisitions to support timely hiring and maintain service and performance standards.
5. Responsible for developing, implementing, and continuously refining the sales process, ensuring all employees receive the training, tools, and ongoing development necessary to perform effectively and consistently achieve established service and production expectations.
6. Accept individually accountability and responsibility for success of FSCU which includes meeting assigned goals/projects.

Knowledge and Skills:

Experience: Five years to eight years of similar or related experience.

Education: (1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree).

Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills: Must possess excellent oral and written communication skills.

Must have a proactive attitude toward members, supervisors, co-workers and the credit union.

Must be proficient in Microsoft Office products, including but not limited to Word, Excel, email and Outlook.

Ability to handle multiple projects simultaneously and work with limited supervision, exercising own initiative and judgment.

Strong organizational skills.

Strong attention to detail and follow through.

Advanced leadership, communication, and organizational skills.

Ability to maintain a high level of confidentiality at all times.