Director of Sales and Service

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.

• 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 Servi Star 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 Valley Star 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.

• 5+ years of successful branch or executive management experience.
• 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.

• 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…