Member Engagement Center Sales Manager

Job Description

Job Description

RadiFi Credit Union is seeking a Member Engagement Center Sales Manager to be responsible for leading and managing the consumer loan sales team. This role focuses on driving loan production through effective sales strategies, coaching originators, and ensuring high levels of member service. The Sales Manager oversees the origination of consumer loans and junior liens, and ensures the successful promotion and sale of ancillary loan products including GAP, credit life/disability insurance, and vehicle service agreements. This position does not have underwriting authority; the Sales Manager coordinates closely with underwriting and processing teams to ensure efficient loan delivery.

The Member Engagement Center Sales Manager will execute sales strategies, coach team members to exceed performance expectations, and implement tools and processes that support service excellence and productivity. This position requires a balance of strategic leadership, operational efficiency, and member-centric thinking to support the credit union's overall growth and retention objectives.

Major Duties and Responsibilities

• Supervise, coach, and motivate the consumer loan sales team to meet or exceed loan production and product penetration goals.
• Ensure quick turnaround of loan applications.
• Lead and coach team members to meet or exceed sales, cross-sell, and referral goals. Must actively look for opportunities to increase loan volume as well as new accounts, and ancillary products and services.
• Set individual and team sales goals; monitor results and provide regular performance feedback.
• Conduct regular quality reviews of calls, chats, and digital interactions to maintain compliance, accuracy, and professionalism.
• Work closely with the Director of Sales to execute targeted campaigns and promotions.
• Serves as an information resource to members and possesses a thorough knowledge of products, services, policies, and procedures, to handle all inquiries effectively. Resolve escalated member concerns with professionalism, empathy, and efficiency.
• Monitor call performance metrics including service levels, handle times, abandonment rates, and conversion rates.
• Promote the sale of ancillary products, ensuring team compliance with regulatory guidelines and disclosures.
• Performs other job-related duties as assigned.

Knowledge and Skills

EXPERIENCE

A minimum of five years of sales leadership experience is required, preferably in a credit union or financial institution. Candidates must also have at least three years of lending experience with a focus on sales. Prior Contact Center experience is preferred.

EDUCATION/CERTIFICATIONS/LICENSES

(1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree, or (3) substantial job-specific skills gained through relevant work experience. Degree in Business, Communications, Finance, or related field preferred.

INTERPERSONAL SKILLS

Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

OTHER SKILLS

• Strong knowledge of consumer financial products and services, including loans, deposit accounts, and digital banking. • Proven ability to coach, lead, and inspire high-performing sales teams. • Proficiency with contact center systems (Talk Desk, Eltropy preferred), consumer lending systems (e.g. Origence) and Microsoft Office Suite. • Strong organizational, analytical, and problem-solving skills. • Excellent verbal and written communication skills. • Ability to manage multiple priorities in a fast-paced, service-focused environment.

ADA Requirements

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk; sit; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

WORKING CONDITIONS

The noise level in the work environment is usually moderate.

Acknowledgment

Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time.

We are an Equal Opportunity Employer and do not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.