Service and Sales Enhancement Coordinator (Hybrid)

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.

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

*Flexibility to adapt to changing business needs and willingness to accept new or modified duties as assigned by the organization. (required)
*Computer proficiency in MS Office (Word, Excel, PowerPoint), Internet, Email, and familiarity with Knowledge Management Systems. (required)
*Ability to act autonomously, making sound decisions and seeking guidance for complex situations as needed. (required)
*Demonstrated organizational skills, including time management, prioritization, and multi-tasking, with the capacity to guide others in these areas. (required)
*Exceptional communication skills, both verbal and written, with the ability to provide actionable feedback, facilitate training, and handle escalated member issues professionally. (required)
*Strong understanding of operational policies, process improvement, and campaign management to drive production and motivation. (required)
*Comprehensive knowledge of Credit Union products, services, policies, and procedures, including ancillary offerings and cross-selling strategies. (required)
*Proven ability to provide effective one-on-one and group coaching, with a demonstrated track record of improving team performance and member satisfaction. (required)
6 - 8 years: *6-8 years of experience in the financial industry (required)

Skills