Summary: Individuals in the job are responsible for assisting Tropical Financial Credit Union in the achievement of its purpose of guiding members successfully through the financial marketplace.
This position ensures the Market Managers and their teams consistently deliver World Class Service to our membership and community by ensuring that the team members effectively and consistently offer credit union products and services that fit the Members financial needs. Managers promote growth and profitability by developing and expanding member relationships and retention. Additionally, serve as a role model for community engagement and events. The Sales and Service Market Manager will be responsible for all the sales and service initiatives of all branch locations.
JOB SPECIFIC DUTIES
§ Provide service that meets the Service Standards defined by Tropical Financial Credit Union as measured by the Internal Service Survey; annual goals are established through the Performance Management Process.
§ Ensure Branch Teams are meeting key sales results to include: cross-selling of all Credit Union products and services, deposit volume, Insurance & Investment (I&IS) targets, product sales and penetration, new member growth targets and net promotor results. Ensure recognition and accountability is maintained.
§ Develop, and ensure implementation of an external marketing plan in accordance with the Segregated Employees Groups (SEG), Partner Companies (PC) strategy. Work with each branch manager to ensure that the plan is appropriate for the local market.
§ Oversee sales calls to consumer and business account prospects and business customers with managers for the purpose of generating additional business accounts and business loan volume.
§ Oversight and accountability to ensure the integrity of the Incentive Plan for the branches.
§ Handle escalated member issues.
§ Responsible for hiring, mentoring, coaching and evaluation, scheduling and developing their assigned branch managers.
§ Ensure their teams are trained and knowledgeable in all Credit Union products and services and all related job responsibilities.
§ Mentor, coach and train employees on how to deal professionally and effectively with all members, Shared Members, Segregated Employees Groups (SEG), Partner Companies (PC) and other Credit Union vendors.
§ Facilitate the consistent interpretation and application of all Credit Union policies, procedures, and programs. More specifically support in handling staff issues, the first resource for coaching, feedback and disciplinary actions and performing effective performance appraisals per the established standards.
§ Direct supervision of Market Managers.
§ Provide monthly performance and accountability results update to VP Member Relations.
§ Conducts staff meetings with their assigned teams to provide and seek input in the areas related to sales, services, products, operations, and overall staff development.
§ Visit each branch minimum of one time per month, for at least ½ day.
§ Attend, co-facilitate Market Managers' Meeting.
§ Develop and Support Managers in developing community leadership and influence;
§ Develop and and Support Managers to maintain strong external contacts as Centers of Influence;
§ Support Managers in representing TFCU at various community events, conferences, to develop and maintain leadership and influence in community.
§ Work with the Market Managers to ensure that all monthly reports are submitted on or before the deadline.
§ Monitor referral systems for branches to ensure timely follow-up on potential member applications.
§ Work with the Market Managers to ensure all audit items are immediately addressed and coordinate the branch audit response for the Audit Committee.
§ Act as a liaison to handle issues that arise between branches and support departments.
§ Coordinates departmental activity in order to promote clear communication regarding credit union lending, savings and new member promotions, products and services.
§ Works with Marketing and Lending management regarding upcoming promotions. Provides feedback in designing corrective actions or enhancements for future promotions.
§ Works with Human Resources regarding in-house training sessions and ensures that training needs meet with current needs/product/service rollouts.
§ Oversee work schedules for all employees in their area to ensure proper branch coverage to ensure a positive member experience.
§ Serve as a backup and respond, as needed, to after-hours alarms or ATM service requests.
§ Responsible for overseeing the branch budget in support of the overall Credit Union strategy
§ BSA Compliance: every employee is required to uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions within TFCU will take into consideration the awareness of unusual or suspicious activity that is relevant to the department.
§ In addition to any other assigned training courses, online BSA and OFAC courses must be completed at least annually, as made available by the Training and/or Compliance Departments.
§ Ensure ongoing individual compliance with all regulatory requirements established in the SAFE Act, if required.
§ Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, OFAC, Fair Lending, and Credit Card Act.
§ Comply with all TFCU policies and procedures to ensure compliance with such regulations.
§ Participate on project teams as assigned.
§ Performs related duties as required with or without accommodation.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
§ Must have a strong working knowledge of Credit Union/Banking concepts, practices, procedures and relevant systems.
§ Must possess knowledge of proven and effective Sales and Service techniques.
§ Must possess knowledge of federal and state regulatory and compliance issues.
§ Must be a coach/motivator/trainer/mentor and be a team player.
§ Excellent verbal and written communication skills.
§ Proficient with Microsoft Office Suite or related software.
§ Advanced understanding and/or knowledge of commonly used software programs preferred.
§ Excellent communication and interpersonal skills.
§ Strategic thinker with the ability to develop and execute innovative sales strategies.
§ Analytical mindset with the capability to gather and interpret data for strategic decision-making.
§ Strong analytical, troubleshooting, and problem-solving skills.
§ Reliable, detail-oriented and strong organizational skills.
§ Must work well in a team and collaborate with other departments, managers, and our outside resource partners.
§ Ability to lead meetings, initiate and implement multiple, branch sales projects.
§ Ability to write reports, business correspondence, and procedure manuals.
§ Ability to effectively present information and respond to questions from groups of managers, members, and the outside resource partners.
§ Successful incumbents are innovative, self-starters, independent workers with good follow-up skills, energetic, organized and possess excellent interpersonal skills.
§ Comfortable and flexible working in a fast-paced, dynamic environment.
§ Bilingual (Spanish or French/Creole and English) is preferred.
Education and/or Experience
§ Eight or more years of experience in a credit union / banking and/or retail branch sales environment is required and Five years management/supervisory experience and three years proven customer service, sales, business development, and management development experience is required.
§ Bachelor's degree (B.A.) from four-year College or university; and three to five years related experience and/or training; or equivalent combination of education and experience.
§ Five or more years' experience in direct selling roles, or the equivalent combination of training and experience with demonstrated progressive responsibilities.
§ Five years experience of broad range credit/banking products, as well as an ability to train and coach the practice of exceptional service, referral, selling and cross-selling techniques to staff.
§ High school diploma or GED equivalent required.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit and use hands to handle or touch. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.