About MCU:At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.
Our Mission:
To help hard-working New Yorkers build better tomorrows
Our Vision:
Be New York's most loved financial institution by helping our members build their best financial futures
Overview:
The position is responsible to support, lead and motivate the consumer sales team to achieve sales goals and foster a positive work environment by providing training, coaching, and performance feedback, while also managing member relationships and analyzing sales data to drive company success and maintain a competitive market position. Key duties include supporting sales targets, developing strategies, supervising daily activities, resolving member feedback, and collaborating with other departments to ensure efficient sales processes and meet customer needs.
Responsibilities:
Specific duties include, but are not limited to, the following:
- Develops, motivates, evaluates and partners to coaches Consumer Sales Team(s) on work procedures, sales techniques, member services and performance goals.
- Is visible and available to provide support with systems, policy, procedure, and product knowledge, and oversees daily member service, sales operations and key performance metrics (i.e. productivity & reporting for sales team(s), avg talk and hold time, avg wait time, abandonment rate, service level and member survey results).
- Assesses individual lending sales team(s) and team performance on a regular basis and provides candid, professional, and timely feedback regarding developmental and training needs of each team member.
- Improve and implement sales, member service and business processes SLA(s).
- Evaluates daily Lending Sales team(s) performance by collecting and analyzing data and recommending areas for improvement with business processes, sales strategies, marketing and member service.
- Builds out data driven members service processes to help improve sales, member service strategies and improve deficiencies in the business as a whole.
- Manages and monitors daily workflow and reporting to ensure business objectives are maintained and accurately reported.
- Monitors daily call flow and works closely with Consumer Lending Sales Manager and marketing to control data flow and daily budget for leads.
- Develops and maintains strong collaborative relationships and internal business partners to maintain excellent lines of communication, generate new business deals, and grow organization as a whole.
- Uses reporting tools, product knowledge, and sales strategies to coach, partner with sales team(s) and client support team(s).
- Manages capacity planning and scheduling to ensure adequate coverage for all phone calls, appointments, campaigns and growing sales team.
- Track call volume, sales stats, queues, etc. daily/weekly/monthly to properly support and partner with the Director and Lending Sales Manager(s) to help the team to meet / exceed all goals.
- Manage a loan pipeline when necessary to ensure member loan demand is met timely and accurately.
- Collaborate to create sales contests, sales campaigns, and call nights, etc. in order to ensure loan pipelines and member loan demand is met in a very timely manner.
- Accomplishes organizational goals by accepting ownership of new requests from Director and making recommendations for improvements when necessary.
- Conduct call calibration sessions with the Consumer Lending Sales Manager and QA using recorded calls.
- Collaborate and participate in ongoing one-on-ones and skip-level one-on-ones with the Consumer Lending sales team members.
- Provide feedback to the Consumer Lending Sales Manager on annual performance appraisals for all lending sales team members.
- Back up any queue when call volume dictates and preform sales.
- Comply with all aspects of Bank Secrecy Act (BSA)/Anti-Money Laundering (AML) and Office of Foreign Asset Control (OFAC) regulatory requirements as it relates to this position.
- Other duties as assigned.
- Perform other duties as required.
Requirements:
- College Degree preferred or equivalent work experience.
- Minimum 2 years experience in service related banking.
- Strategic thought; forward thinking
- 5+ years’ Call Center experience required
- 3+ years’ management / leadership experience required; call center environment preferred
- Excellent leadership and development skills.
- Experience working in a fast-paced environment with the ability to multi-task.
- Excellent verbal (including speech and listening), and written communication skills, (including spelling, grammar, punctuation).
- Able to navigate throughout various programs on a computer; able to empathize with members and staff, and prioritize work.
- Able to create a supportive and inclusive atmosphere within the department and team.
- Strong ability to support the team with questions and coach them on how to resolve member issues and respond to members.
- Strong ability to make decisions with minimum information.
- Advanced ability to assist members and staff with technical support of our website, online banking, bill pay and mobile app on multiple types of devices.
- Demonstrate a positive disposition, the ability to work independently or as part of a team and have a genuine interest in people and desire to help.
Leadership Competencies:
- Proven ability to manage change
- Capacity to take calculated risks and innovate
- Experience in setting vision and strategy
- Lead by example and encourage team in developing adaptability
- Successful in communicating effectively
- Prioritizes developing others
- Thinking that values diversity and difference
- Proven ability to build and maintain relationships at all levels of the organization
Skilled at managing effective teams and work groups that default to action, are accountable, and take ownership of work
Why you'll be a good fit:
Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following
Results - We are passionate about winning.
Agility - We proactively anticipate, respond and pivot to ensure MCU wins.
Integrity - We operate with the highest ethical standards and highest degree of honesty.
Belonging - We cultivate a culture of inclusion and teamwork.
Ownership - We take personal responsibility and hold ourselves accountable for the results.
What we can offer you:
Competitive compensation, medical and dental benefits.
401K with employer match
Flexible paid time off
Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including, but not limited to knowledge, skills and abilities, as well as geographic location. Incentives and/or benefits packages may vary depending on the position.
Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.
We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.
