Retail Sales & Service Coach

Job Description

JOB INFORMATION

Title:

Retail Sales & Service Coach

Officer Title:

AVP

Grade:

30

FLSA Classification:

Exempt

Date Last Edited:

3/11/2024

Reports To:

Region Manager

Department:

Retail Network

URL Link

https://hvfcu.jdxpert.com/ShowJob.aspx?EntityID=2&jobcode=961

PRIMARY FUNCTION

Assists the Region Manager in the execution of HVCU's sales and service model in the assigned branches.  Conduct one-on-one observation and feedback sessions with Retail 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. 

•

Supports assigned Region and serves as the subject matter expert on consultative interaction skills and coaching models.  Drive consistency in the member experience and consultative relationship building standards to ensure an exceptional experience through all interactions.

•

Supports the Region Manager and their respective branches 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.  The position’s goals will mirror the Region they are supporting and a quarterly incentive plan will reward based on the Region’s performance.

•

Observe and analyze skill gap and performance improvement opportunities for team members and their respective managers.  Provide specific and meaningful feedback to branch staff and consult with their direct manager to ensure that continuous development provided is reinforced through ongoing performance management and coaching.

•

Provides documented feedback regarding sales performance and rates individual sales performance, which is utilized as part of overall data to rate sales performance during Performance Appraisal process.

•

Understand, lead and review Region activities and routines in order to support the achievement of performance goals for the Region.

•

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

•

Attends staff meetings for both the Region Manager and the Sr. Director of Retail 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.

•

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.

•

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.

•

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

Valid Driver's License

X

Minimum 4 Years

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

X

Minimum 3 Years

Training/Coaching or Mentoring Experience

X

•

Must be able to demonstrate exceptional knowledge of Retail Banking products/solutions, member interaction skills and essential financial concepts.

•

Demonstrate a strong sales coaching acumen that includes the ability to provide specific and meaningful feedback based on direct observation and analysis of performance data.

•

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

•

Advanced verbal, written and presentation skills.

•

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

•

Ability to effectively communicate with Senior Management.

•

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

•

Advanced organization and prioritization skills.

•

Ability to work well collectively and autonomously.

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

Frequently

Mobility to stand and walk

Frequently

Accommodate a flexible schedule to meet business needs including evenings and weekends.

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.

•

High energy, high impact atmosphere.

•

There are no significant hazardous conditions.

View Competencies

Leadership

Knowledge of, and ability to use strategies and skills to enlist others in setting, embracing and achieving objectives.

Level 2

1. Utilizes an appropriate style of leadership: autocratic, democratic, laissez-faire/free rein, etc.

2. Demonstrates leadership qualities: intelligence, dominance, persistence, integrity, confidence.

3. Manages own behaviors during interactions, such as feedback giving, to shape workplace events.

4. Utilizes positive reinforcement to motivate & attain desired behaviors; increases productivity.

5. Employs leadership theories, such as contingency and transactional, and associated techniques.

Service Excellence

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

Level 3

1. Creates a sense of accountability and personal ownership for employees and self.  2. Designs strategies to inspire peers and business unit to raise the bar of customer service delivery.  3. Monitors industry for trends in enhancing member service with special attention to financial services.  4. Establishes best practices for internal and external service excellence.  5. Systematically identifies potential problems when designing systems/processes using techniques including brainstorming and cost/benefit analyses to reduce the chances of unnecessary problems.

Coaching Others

Knowledge of coaching concepts and methods; ability to encourage, motivate, and guide individuals or teams in learning and improving effectiveness.

Level 3

1. Analyzes patterns and identifies key areas for improvement of processes or results.

2. Coaches one or several individuals or teams on a specific competency or subject area.

3. Successfully coaches both superstars and problem performers.

4. Monitors individual or team progress through feedback sessions.

5. Contributes to the establishment of good coaching practices.

6. Discusses alternative techniques for diagnosing and coaching individuals and teams.

Team Leadership and Knowledge Sharing

Ability to provide leadership and expertise to the Instructional Design Team related to cross-functional team participation, material design, and use of training/learning technologies.

Level 3

1. Monitors individual or team progress through feedback sessions.

2. Develops an effective working relationship with each team member.

3. Researches, advises on, and implements advanced training/learning technologies.

4. Coaches others on the best methods for performing teamwork across organizational boundaries.

5. Gives people ways to improve; helps coworkers predict the consequences of their actions.

6. Remains open and direct with coworkers, yet does not seek to intimidate them.

Sales Training

Knowledge of sales training methodologies; ability to ensure that sales and sales management employees have the knowledge and skills required to meet both tactical and strategic sales objectives.

Level 3

1. Coaches others on the use of live instruction and technology-based approaches for diverse groups.

2. Consults on sales training issues concerning tools, delivery methods, programs, etc.

3. Develops targeted programs for management and high potential sales employees.

4. Monitors salesforce progress in specialized programs to ensure that all program goals are met sales performance is improved.

5. Evaluates internal and external providers to identify the best supplements to existing programs.

6. Designs or selects programs that meet prioritized needs and allow for variety in learning styles.

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.