Full job description

Role

The Director of Sales and Service oversees the development of a highly effective team focused on results in production and service. In collaboration with the Director of Operations, this role leads and coaches a team committed to realizing our vision,” To be the Best in Service and Convenience.” Responsibilities include establishing and maintaining service standards, overseeing production outcomes, conducting regular coaching sessions, and proactively proposing efficient solutions to challenges faced by members and coworkers. Additionally, this role oversees the implementation of training programs and the introduction of new products to improve convenience and financial well-being for our members.

Major Duties and Responsibilities

• Promote the mission, vision, products, services, and image of the Credit Union on a continuing basis to all internal and external members, volunteers, vendors and the community via appropriate words and actions.
• Develop and implement training programs, processes focused on enhancing production and service skills for all employees. Coordinate with the training department to conduct regular coaching sessions based on the Relationship Sales process.
• Set and maintain service standards in each department. Manage all service goals within each department and implement a more individualized service measurement program.
• Monitors department scorecards and individual employee scorecards to measure performance and contributions to department. Manage and measure performance in production by increasing member usage of products and services.
• Conduct regular one-on-one coaching sessions with department/branch leaders using ServiStar performance management model. Provide feedback to improve internal and external service based on internal and external data.
• Work with marketing and business development to participate in community educational programs and onsite visits to extend the ValleyStar brand.
• Develop and implement a member follow-up process with new, existing, and potential members. Create on-board marketing campaigns to develop additional relationships with existing members.

• Offer creative suggestions to improve products and services and to improve work efficiency.
• Consistently review work processes to promote efficiencies by reducing duplication of effort and unnecessary work.
• Establish, implement, and monitor procedures to comply with Credit Union policies and governmental rules and regulations, with an emphasis on deposit products and all branch functions.
• Assist with supervisory functions, including hires, terminations, promotions, transfers, and appropriate implementation of policies and procedures as it pertains to branch teams.
• Consistently analyze product and service offering to ensure maximization of profit and that appropriate products/services are added/subtracted/changed, as necessary.
• Ensure that the branch is in compliance with federal laws and regulations as set forth by the NCUA and other regulatory agencies.
• Attend and participate in in-house and/or off-site training, seminars, workshops, and or conferences.
• Attend and participate in corporate meetings.
• Jointly conduct and facilitate quarterly leadership meetings.Travel to various branch locations on a regular basis.
• Available to work Saturday hours as needed.
• Perform other duties as assigned.

Knowledge and Skills

Experience

• 5+ years of successful branch or executive management experience, or 8+ years of successful branch or executive management experience is preferred.
• Supervisory experience required.
• Experience in the financial industry required.
• Sales and consumer lending knowledge preferred.

Skills/Abilities

• Make sound business decisions within scope of authority.
• Demonstrate effective listening skills and high degree of verbal and written communication.
• Actively demonstrate and support the Organizational Standards.
• Overtly support the team environment in the workplace.
• Ensure confidentiality of all information and transactions regarding the credit union, its members and employees is held to the highest level of business ethics.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Able to operate a personal computer, telephone, scanner, and copy machine.
• Demonstrate basic skills in Microsoft Office Suite.
• Must comply with all federal regulations, credit union policies and procedures, including Bank Secrecy, the USA Patriot Act, and those of the Office of Foreign Assets Controls.

Education/ Certifications/ Licenses

• A college degree with an emphasis in business administration or business management preferred.

ADA Requirements

Physical Requirements

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position as required by applicable law.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel, among other things, objects, tools, PC keyboard or controls; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to stoop, kneel, and or crouch.

The employee will need to lift box[es] of receipt paper and other supplies that may weigh in excess of 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Working Conditions

Work is performed largely in a pleasant office environment with minimal chance for personal injury and moderate noise level. There may be occasions when the work environment is stressful. Work hours will normally be from Monday through Friday and may change depending upon our needs.

Mental and/or Emotional Requirements

The mental characteristics necessary to competently perform this job include, but are not limited to, the need to use instructing and negotiating abilities, and imagination; to frequently use basic and complex numeric calculations, memory, and reading and writing ability; to continuously be alert, precise, resourceful, use problem solving; concentration, creativity and good judgment for any specific duration.