Virtual Branch Sales Assistant Manager

Job Description

Title: Virtual Branch Sales Assistant Manager

Reports to: Virtual Branch Sales Manager

Supervises: None

Status: Non-Exempt

Objective

The Virtual Branch Sales Assistant Manager is responsible for coaching, developing, and supporting the Virtual Branch Float Team to ensure consistent service delivery, strong performance and behaviors. This role emphasizes building team skills through ongoing training, feedback, and mentorship while ensuring policies and procedures are followed. In addition to guiding staff, the Assistant Manager helps maintain service standards, supports branch goals, and drives individual and team success through call production. The Assistant Manager also serves as acting Virtual Branch Sales Manager when needed, providing leadership, direction, and oversight to ensure members have an excellent experience across all Virtual Branch Sales interactions.

Duties and Responsibilities

Manages Virtual Branch Float team:

Prepares for and facilitates weekly team meeting

Conducts call reviews and coaches to improved service quality and execution of the sales process

Conducts one on ones and develops action plans for continuous improvement

Assigns work to associates; reviews quality of work and coaches improvement as appropriate

Assists with new associate training and ensures associates are well trained in all phases of their respective jobs; performs cross training as necessary

Conducts career development conversations

Holds associates accountable to sales, service and operational performance expectations

Completes performance appraisals

Leads and supports daily Virtual Branch Sales operations:

Assists with branch scheduling and ensures staff is operating to acceptable service levels

Handles escalated member calls and complaints, owning resolution of concern

Communicates changes to established policy and procedures within the Virtual Branch Sales team

Completes required reports and records and ensures that Virtual Branch Sales functions are properly documented

Reviews NPS data to discover trends or service gaps, providing recommendations to the Virtual Branch Sales Manager

Monitors call activity and reassigns staff as appropriate

Achieves assigned individual loan and deposit goals by engaging members and selling Credit Union products and services

Performs all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and procedures including data security protocols

Assists in other areas as directed by Credit Union management

Develop an understanding of credit union history, philosophy, organization, policies, and operational procedures

On a self-directed basis, continue to improve individual level of competency through training and certification on established educational programs

Relates to others beyond giving and receiving instructions:

Works well with partners and peers

Performs work activities requiring negotiating, instructing, supervising, persuading, or speaking with others

Responds appropriately to feedback

Required Qualifications

Undergraduate degree in Business or Finance or related education and experience

1 to 3 years of related managerial and operations experience

1 to 2 years of sales experience

Ability to operate related computer applications and business equipment

Thorough knowledge of Credit Union products, services, and policies

Strong interpersonal and communication skills

Proven and strong sales ability

Solid supervisory abilities

Professional demeanor

Well organized

Strong work ethic and willingness to take on new initiatives

Physical Demands

The physical demands listed below represent those necessary to perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.

The employee is regularly required to sit, use their hands, reach with their arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.

Full-time