Call Center Sales Manager

PRIMARY FUNCTION

The Member Enhancement Manager is responsible for managing a team of Member Enhancement Advocates dedicated to lending and member outreach, providing direction, motivation, and leadership to ensure optimal team performance. This position will produce individually on a half-time basis and serves as a subject-matter expert on all systems used for inbound loan servicing, online loan applications, and product knowledge. The role works closely with the National Member Relationship Manager to create and maintain an efficient referral process between both sides of the Shamrock Center. Demonstrates expertise in coaching, referring, and cross-selling, maintains advanced knowledge of credit scoring, and ensures all loan applications and transactions are input and processed according to corporate standards. Brief Description The Member Enhancement Manager is responsible for managing a team of Member Enhancement Advocates dedicated to lending and member outreach, providing direction, motivation, and leadership to ensure optimal team performance. This position will produce individually on a half-time basis and serves as a subject-matter expert on all systems used for inbound loan servicing, online loan applications, and product knowledge. The role works closely with the National Member Relationship Manager to create and maintain an efficient referral process between both sides of the Shamrock Center. Demonstrates expertise in coaching, referring, and cross-selling, maintains advanced knowledge of credit scoring, and ensures all loan applications and transactions are input and processed according to corporate standards. The position also recommends hires, transfers, terminations, salary adjustments, performance standards, and reviews, while maintaining and coordinating all online manuals (procedures, application input, operations, documentation) to ensure accuracy and current updates.

ESSENTIAL DUTIES & RESPONSIBILITIES

Hire, coach, and motivate Member Enhancement Advocates to ensure consistent high performance in sales and service metrics. Ensure team members maintain expert product and service knowledge, with a focus on proactive cross-selling and referral practices. Work closely with team members to manage loan pipelines, including follow-ups, closings, exceptions, and withdrawals. Partner with the SVP of Retail to set and achieve sales and ancillary production goals aligned with changing business initiatives. Actively coach and refer all Credit Union products and services to members. Coach partners on operational and sales skills and assist branch teams in developing and executing action plans. Assign duties and review work for accuracy, neatness, and adherence to policies and procedures. Lead by example and resolve issues promptly, upholding Credit Union values, policies, and procedures. Correct errors and address member concerns as needed or escape to leadership when appropriate. Serves as a second contact with the Retail Leadership Team to promote a cross-trained, highly engaged environment through strong communication, leadership, and coaching.

SUPERVISORY RESPONSIBILITIES

Supervises Member Enhancement Advocates within the Shamrock Center

PERFORMANCE STANDARDS

Maintains all personnel functions, reports, records, and compliance requirements accurately and promptly. Assists upper management in maintaining a fully operational day-to-day retail department. Requirements

QUALIFICATIONS

Bachelor’s degree in Business or related field preferred; equivalent work experience accepted. Minimum 3-5 years of demonstrated success in selling financial products, mentoring peers, and maintaining a working knowledge of retail financial products and services. Decision-making and problem solving abilities, clear communication and human relation skills are necessary for success in this position. Must have computer proficiency especially in Word, Excel and data entry. Ability to analyze data, maintain accuracy under pressure, and multitask effectively

PERFORMANCE STANDARDS

All accounting functions and records must be maintained in a timely and orderly manner in accordance with prescribed standards. Exception items attended to promptly, corrected and posted daily. All transactions performed correctly and documented as appropriate to nature of transaction.

LANGUAGE SKILLS

The ability to read, analyzes, and interprets general business publications, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Also the ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public is required. Must effectively present information to managers, the Board of Directors, and other stakeholders.

MATHEMATICAL SKILLS

The ability to add, subtract, multiply, and divide using whole numbers, fractions, and decimals. Must be able to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Also the ability to apply concepts of basic algebra and geometry is required as well as the interpretation of charts and graphs.

REASONING ABILITY

The ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists is required. Along with the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. OTHER SKILLS and ABILITIES To be able to perform the job requirements of an intermediate to expert skill level is required to access the Credit Union’s accounting system to include member account information, plus basic input, output, error correction, general ledger account structure knowledge is essential. In addition, the ability to operate a personal computer to perform simple accounting tasks such as account reconciliation, access the Federal Reserve Account and the Corporate Credit Union account is required. Intermediate spreadsheet application knowledge is essential.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an partner to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the partner is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls. The partner frequently is required to reach with hands and arms and talk or hear. The partner is occasionally required to stand and walk. The partner must occasionally lift and/or move up to 15 pounds. Vision requirements include close and peripheral vision and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an partner encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate, but occasionally the noise level in the computer room (i.e. printer operation) increases from moderate to mildly loud.

MENTAL DEMANDS

The partner is frequently required to use alertness, precision, resourcefulness, spatial perception, auditory perception, memory, creativity, concentration, judgment, writing ability, reading ability, reasoning, imagination, patience, visual perception, professionalism in a fast-paced environment, and comparing and perception.

REGULATORY COMPLIANCE

Follows regulatory and policy compliance requirements, which would include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, and other compliance related Policies. Also this position requires maintaining confidentiality with regard to non-public information about our members and the Notre Dame FCU Summary Notre Dame Federal Credit Union humbly began in 1941 as a conversation between two professors from the University of Notre Dame. Now, over 75 years later, we have grown into a national, award-winning financial institution serving over 56,000 members worldwide. We consider our partners (employees) to be one of our greatest assets to this success. We strive to make great things happen for our members and partners by changing one life every day. #J-18808-Ljbffr Notre Dame Federal Credit Union