Virtual Branch Sales Assistant Manager

Title: Virtual Branch Sales Assistant Manager

Reports to: Virtual Branch Sales Manager

Supervises: Virtual Branch Sales Representatives, Virtual Branch Float Representative

Status: Non-Exempt

Objective

The Virtual Branch Sales Assistant Manager is responsible for coaching, developing, and supporting the Virtual Branch Sales & Virtual Branch Float Representatives 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 Sales Representative or 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 Representatives or Float Team 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 or Float teams
  • Completes required reports and records and ensures that Virtual Branch Sales or Float Teams 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
• Performs other duties as assigned

Required Qualifications

• Associates degree in Business or Finance or related education and experience
• 1 to 3 years of related managerial and operations experience
• 3 to 5 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, can manage multiple priorities and thrive in a fast-paced environment
• Can easily adapt to and lead change
• 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, di…