Client Success and Sales Coach

2 weeks ago

Richardson, Texas, United States Texans Credit Union Full time

Overview of the Member Success Division

The Member Success Coach at Texans Credit Union plays a crucial role in delivering outstanding service and guidance, ensuring that our members meet their goals and enjoy a rewarding experience. This position involves conducting observations and providing immediate coaching and feedback to various front-line positions within the organization. The Member Success Coach will collaborate with branch and department managers to enhance the performance of front-line staff.

Key Responsibilities

  • Conduct personalized coaching sessions to evaluate individual performance, pinpoint strengths, and identify areas for growth, creating tailored development plans to boost member success.
  • Monitor and assess the effectiveness of coaching initiatives by establishing core metrics and key performance indicators (KPIs) to measure outcomes.
  • Work closely with Retail, Loan Advisors, Relationship Advisors, and Training & Development teams to ensure coaching aligns with member experience and success standards.
  • Assist in the design, planning, and execution of impactful coaching programs for all member-facing teams.
  • Perform side-by-side observations, emphasizing Member Experience and Success.
  • Conduct needs assessments to identify opportunities for performance-based coaching.
  • Facilitate and customize regular coaching sessions to meet team needs.
  • Provide constructive feedback based on observed strengths and areas for improvement.
  • Analyze interactions across all communication channels, including recorded calls, texts, and chats, to identify quality and coaching opportunities.
  • Support field leaders in assessing their teams' specific needs and implementing coaching strategies.
  • Collaborate with key departments to drive retail sales, enhance member experiences, and expand the range of products and services offered to members.
  • Recommend improvements for process and system efficiencies.
  • Maintain and update all sales-related training materials regularly.
  • Provide on-site support as needed for branch locations or organizational events.
  • Assist in the onboarding and training of new hires in sales-related roles.
  • Perform additional duties as assigned.

Supervisory Responsibilities

This role does not have direct supervisory responsibilities but may occasionally act as the manager on duty in the absence of other Member Success leadership.

Qualifications

Education:
Associate degree or professional certification preferred.

Experience:

  • 2-3 years of demonstrated experience in coaching, training, or a similar role focused on sales, member success, or customer service.
  • 2-3 years of experience in Sales/Service within a Retail or Financial Institution environment.

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