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Sales and Service Coach

3 months ago

Richardson, United States Texans Credit Union Full time

About the Member Success Department

Texans' Member Success Coach is pivotal role responsible for promoting exceptional service and offering guidance that ensures our members achieve their objectives and have a positive experience. They will conduct observations and provide direct coaching and real-time feedback to various front-line roles at Texans'. This role will support the branch and department managers' efforts with front-line staff.

They will partner with the Training and Development team to create, implement, and facilitate training programs that enhance the skills and performance of our member facing teams.

They provide expertise and support on all areas of our sales and service program including proactive member conversations, effective cross-selling, product recommendations, and relationship building with our members.

Major Duties and Essential Functions

  • Conduct one-on-one coaching sessions to assess individual performance, identify strengths and areas for improvement, and create personalized development plans to enhance member success
  • Review and track the effectiveness of coaching by identifying core metrics and key performance indicators (KPIs) and measuring performance accordingly
  • Collaborate with Retail, Loan Advisor, Relationship Advisor and Training & Development departments to ensure coaching is aligned with member experience and success expectations
  • Assist in creating, planning, organizing, and delivering an effective coaching programs for all member facing teams
  • Perform side-by-side observations, focusing on Member Experience and Success
  • Conduct needs analysis to identify performance-based coaching opportunities
  • Facilitate and customize regular coaching sessions
  • Provide behavioral based feedback around identified strengths and areas of opportunity
  • Review and analyze engagements from all channels, including recorded calls, texts, and chats for quality and coaching opportunities
  • Support field leaders at various levels to assess their teams' specific needs and execution of coaching plans
  • Collaborate with key departments and direct committees to drive additional retail sales, improve the member experience, and enhance array of member's product and services
  • Make recommendations for process and system efficiency improvements
  • Execute ongoing maintenance and updates of all sales-related training materials
  • Provide on-site support as necessary for branch locations, Texans' sponsored events, or business development events.
  • Support onboarding and on-the-job training of new hires for sales-related roles.
  • All other duties as assigned
Positions Directly Supervised

This position has no direct supervisory responsibilities, they may occasionally serve as manger on duty in the absence of the other Member Success (sales) leadership.

Specific Knowledge, Skills, and Abilities Required for This Position
  • Commitment to EPIC values
  • Demonstrate thorough knowledge of Texans' Member Experience and Success expectations
  • Maintain professional and technical knowledge through various available resources.
  • Ability to inspire and motivate others to achieve their best performance with a strong emphasis on member satisfaction
  • Strong communication, presentation and interpersonal skills
  • Strong understanding of effective selling strategies and objection handling
  • Ability to affect positive behavior change and patterns
  • Ability to assess development needs
  • Ability to genuinely connect with others
  • Excellent organizational skills and attention to detail
  • Skilled at prioritizing tasks and managing time to meet deadlines
  • Strong commitment to achieving positive results
  • Acts with sound integrity and always protects confidentiality
  • Strong analytical and problem-solving skills
  • Proficient with Microsoft Office Suite or related software
Requirements

Education

Associate degree, professional certification in plus

Experience
  • 2-3 years of proven experience as a coach, trainer, or similar role with a focus on sales, member success and/or customer service
  • 2-3 years of Sales/Service experience in a Retail and/or Financial Institution environment