Digital Sales & Service Coach

Job Description

JOB INFORMATION

Title:

Digital Sales & Service Coach

Officer Title:

AVP

Grade:

30

FLSA Classification:

Exempt

Date Last Edited:

4/30/2025

Reports To:

Head of Banking Administration

Department:

Banking Div & Ex Analytics     

URL Link

https://hvfcu.jdxpert.com/ShowJob.aspx?EntityID=2&jobcode=1118

PRIMARY FUNCTION

Leads the development and implementation of performance coaching programs across the Contact Center and Outbound Driven Initiatives teams. Conduct one-on-one observation and feedback sessions with team members for the purpose of delivering an exceptional member experience, improving consultative relationship building and referral skills with focus on expansion of existing member relationships and the acquisition of new members.

•

Leads the development and execution of coaching and performance strategies across the Contact Center and Outbound Driven Initiatives departments.

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Partners with Contact Center and Outbound Driven Initiatives Leaders and their respective teams to achieve growth in member primacy, consumer and business deposits, consumer and business loans and referrals to Mortgage, Wealth Management, Insurance Services and external partners for merchant processing and payroll services.

•

Leads performance analytics to identify skill and capability gaps across frontline roles. Delivers insights to Contact Center and Outbound Driven Initiatives teams and collaborates with department leaders to design training solutions that strengthen employee development. 

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Owns the evaluation and integration of performance data across teams, including appraisal inputs, sales effectiveness tracking, and strategic coaching outcomes to inform business decisions.

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Understand, lead and review Contact Center and Outbound Driven Initiatives activities and routines to support the achievement of performance goals.

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Participates in development and delivery of educational workshops, participates and/or leads sales-related team and sub-team projects.

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Attends staff meetings for both the Contact Center and Outbound Driven Initiatives Leaders to share insight on sales and service performance and to provide input on short- and long-term strategic initiatives and sales reward and recognition programs.

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Participates in all required and recommended training including, but not limited to, Bank Secrecy Act training (BSA) and demonstrates attained knowledge. Actively pursues and satisfactorily completes development plans.

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Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.

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Embrace and apply HVCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.

•

Responsible for regular and predictable attendance including punctuality.

Bachelor’s Degree or at least 2 years equivalent experience for each undergraduate year not completed; undergraduate degree cannot substitute for minimum number of years of experience.

Business, Marketing or related field

X

Minimum 8 Years

Sales or cross-selling experience, preferably in financial service industry

X

Minimum 5 Years

Training/Coaching or Mentoring Experience

X

•

Must be able to demonstrate working knowledge of finance and accounting concepts.

•

Advanced proficiency in Microsoft Office Software (Word, Excel, Outlook, PowerPoint, etc.)

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Must have experience with the application of computer software models.

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Must be able to learn new software products.

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Advanced verbal, written and presentation skills.

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Must be able to demonstrate advanced analytical, communication and interpersonal skills.

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Ability to effectively communicate with Senior Management.

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Ability to work in a fast-paced environment and deal with a variety of internal/external customer and vendor situations.

PHYSICAL DEMANDS

Frequency

Physical Demand

Weight (lbs.)

Frequently

Sit for prolonged periods of time

Frequently

Required to communicate verbally

Frequently

Normal range of vision and hearing abilities required

Occasionally

Lift and/or move objects

30

Occasionally

Travel outside of work location to attend meetings and training programs

Frequently

Required to skillfully operate a computer, telephone and other standard office equipment

WORK ENVIRONMENT

•

Typically the noise level in the work environment is low to moderate.

•

May experience occasional job stress in dealing with difficult situations and/or high volume.

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High energy, high impact atmosphere.

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There are no significant hazardous conditions.

View Competencies

Flexibility and Adaptability

Adapts as needed; knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment.

Level 2

1. Accepts new or radical ideas with an open mind; avoids snap reactions.  2. Adjusts to new or changing assignments, processes, and people.  3. Demonstrates ability to successfully manage multiple tasks and priorities.  4. Demonstrates willingness to listen to other opinions.  5. Identifies and considers alternative approaches to situations or problems.

Work Standards

Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.

Level 2

1. Documents how results were obtained to support knowledge transfer and best practices.  2. Helps others drive tasks to completion as appropriate.  3. Holds self and others accountable for delivering on all commitments.  4. Identifies actions necessary to achieve task completion and to obtain results. Meets schedules, deadlines, and performance goals.   5. Recognizes the need for assistance and secures additional resources as needed. Escalates issues and unusual findings that could have an adverse impact on the business.  6. Understands and appropriately applies principles, procedures, requirements, regulations, and policies related to role.

Financial Analysis

Knowledge of and ability to read, interpret and draw accurate conclusions from financial and numerical material.

Level 3

1. Advises others on a variety of financial tools, techniques and approaches.

2. Conducts and documents analyses of a variety of financial statements and indicators.

3. Evaluates financial statements and ensures regulatory compliance.

4. Directs others work with financial and cash flow ratios and trend analyses.

5. Oversees financial analysis to evaluate organizational and managerial performance.

6. Anticipates the potential impact of decisions based on financial data analysis.

Service Excellence

Consistently incorporates Hudson Valley's member and employee value proposition, reinforcing organizational culture and brand differentiators.

Level 1

1. Anticipates and meets the needs of both internal and external customers. Delivers high quality service and is committed to continuous improvement.  2. Consults with management on modifying business processes to enhance service delivery. Monitors own work to ensure quality and apply feedback to improve performance.  3. Integrates core values into the way work is done and how relationships are conducted.  4. Possesses knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.  5. Tailors communications based on others’ needs, motivations and agendas.

Analytical Thinking

Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business.

Level 3

1. Chooses among a diverse set of analytical tools according to the nature of the situation.

2. Identifies many possible causes for a problem based on prior experience and current research.

3. Quantifies the costs, benefits, risks and chances for success before recommending a course of action.

4. Seeks discrepancies and inconsistencies in available information; explains variances.

5. Organizes and prioritizes the sequence of steps to be taken to remedy the situation.

6. Approaches a complex problem by breaking it down into its component parts.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee in this position.  Additional functions and requirements may be assigned by supervisors as deemed appropriate, with or without notice.

Nothing contained in this material creates a contract of employment between an employee and Hudson Valley Credit Union or otherwise alters the at-will nature of the employment relationship.

Are you able to perform the essential functions listed in this job description with or without reasonable accommodation?  YES_______  NO_______

By signing below you certify that you have received this job description and understand the requirements, essential functions and duties of the position.  If you are currently employed in this position, your signature acknowledge that this job description accurately describes the position, including its essential functions.

Name:  _____________________________________________

Signature: _____________________________________________

Date:  _____________________________________________ 

Please also note that Hudson Valley Credit Union respects the religious beliefs and practices of employees and will, on request, reasonably accommodate its employees when a reasonable accommodation is available that does not create an undue hardship on the Credit Union’s business.  Therefore, unavailability for work due to religious observances or practices may not be a bar to employment.