Sales Manager

The Sales Manager is responsible for creating and sustaining an environment where extraordinary, effortless member experiences are delivered every day. As the front-line leader, this role ensures branch staff are highly trained, supported, and committed to exceeding member expectations.

The Sales Manager drives sales and service performance, leads staff development, oversees lending excellence, and ensures operational accuracy, all with the member experience as the guiding priority. This includes building meaningful relationships with members, community partners, and internal collaborators to support branch growth and deepen member engagement.

Duties and Responsibilities (Essential Functions): 

Member Experience and Service Excellence Leadership

• Lead the branch in delivering an extraordinary and effortless member experience, with service quality as the top strategic focus. 


• Model exemplary service behaviors and mentor staff in communication, needs discovery, follow-through, and relationship development. 


• Resolve escalated member issues with empathy, urgency, and care while reinforcing long-term trust.


• Monitor the overall member experience through observations, coaching, and feedback channels. 


• Ensure the branch environment, workflows, and staff readiness promote a smooth, friction-free member journey. 

Sales Leadership and Relationship Growth

• Drive branch production goals through coaching and intentional sales leadership. 


• Guide staff on asking meaningful questions, uncovering needs, and recommending appropriate products and services that enhance member well-being. 


• Implement campaigns, promotions, and outbound call initiatives that support relationship growth. 


• Build partnerships with internal departments, including MBS, Mortgage, and Investments, to support holistic member solutions. 


• Foster a culture where sales and service work hand in hand to create long-term member loyalty. 

Lending Excellence and Member Impact

• Lead the branch lending experience to ensure accuracy, speed, and member satisfaction. 


• Originate, process, and close loans with minimal errors, reducing friction and inconvenience. 


• Coach branch lenders to improve confidence, quality, and understanding of lending processes.


• Manage loan queues, follow-up timelines, and lending metrics to support timely member responses. 


• Maintain annual Lending Certification and ensure staff adhere to lending expectations. 

Branch Operations, Risk, and Compliance

• Oversee daily operations with a focus on accuracy, compliance, and protection of member assets. 


• Ensure strong adherence to policies, procedures, and regulatory requirements, including BSA, CIP, and OFAC. 


• Monitor operational trends and identify opportunities to eliminate member friction. 


• Maintain appropriate staffing levels, scheduling, and workflow organization to support a seamless member experience. 


• Build strong partnerships with back-office teams to streamline support and remove operational obstacles. 

Leadership, Coaching, and Team Development

• Hire, coach, and develop high-performing employees committed to member-first service. 


• Lead team meetings, daily huddles, and coaching conversations. 


• Foster a culture of trust, teamwork, accountability, and pride. 


• Support employee growth through cross-training, skill-building, and professional development.


• Take ownership of personal development by participating in ongoing training, seeking feedback, and building knowledge and skills relevant to the role, department, compliance requirements, and the credit union's mission.

Additional Requirements: 

• Strong passion for member experience and commitment to frictionless service delivery.


• Exceptional communication skills with the ability to motivate, coach, and inspire.


• Deep understanding of branch operations, lending, sales processes, and service standards.


• Strategic thinking skills with the ability to analyze data and apply insights.


• Strong relationship-building skills with members, staff, and community partners.


• Ability to manage multiple priorities while maintaining composure and professionalism.


• Proficiency with Microsoft Office and core financial systems.


• Ability to communicate verbally and in writing in a professional manner when dealing with employees, members, vendors, and company contacts.


• Ability to follow the core values of honesty, integrity, mutual respect, pride, and ownership.