Service and Sales Enhancement Coordinator (Hybrid)

Description

Essential Duties / Responsibilities

• Acts as the primary coach and mentor for Consumer Lending Consultants, delivering targeted one-on-one and group coaching to enhance member interactions, cross-selling skills, and performance. Provides actionable feedback, tracks progress and informs the Sales Manager of team development and trends.
• Coaches the team to uncover member needs, deliver value-based solutions, and promote product retention, while upholding best practices in member interactions.
• Designs and refines sales and service workflows. Collaborates with lending leadership to ensure workflows meet company standards and adapt to evolving business objectives.
• Leads knowledge sharing and best practice initiatives. Maintains a digital library of exemplary sales conversations and best practices in the knowledge management system in partnership with the People Experience and Innovation team. Facilitates regular sessions to share insights and drive continuous improvement.
• Serves as the departmental liaison to Learning Operations, collecting feedback, sharing team insights, and supporting the delivery and enhancement of training programs.
• Provides department-specific training and onboarding for new Lending team members, emphasizing credit union products, services, and ancillary offerings. Supplements core trainings delivered by Learning Operations.
• Plans and executes targeted sales and service campaigns in partnership with the People teams (e.g., People Operations and People Innovation & Experience), monitors incentive programs, and reports on goal attainment and motivational trends to management.
• Demonstrates thorough knowledge of credit union products and ancillary offerings.
• Upholds company procedures and guidelines, fostering strong relationships across departments and setting an example of professionalism and commitment to the organization's vision.

Qualifications

Behaviors

Team Player - Works well as a member of a group

Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well

Dedicated - Devoted to a task or purpose with loyalty or integrity

Experience

6 - 8 years :

Skills

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

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