Manager, Virtual Relationship Center

First Entertainment Credit Union is looking for a Manager, Virtual Relationship Center who will be responsible for overseeing all virtual sales activities, including maintaining optimal daily operations, meeting department sales targets and ensuring the delivery of exceptional service to members. This role will partner with the Director, Specialty Sales to develop and execute sales strategies that drive growth in the credit union's new membership and retail lending space through virtual channels.

This Manager will be responsible for key performance indicators tied to member service objectives, operational efficiency and overall production goals tied to membership and loan units, loan volume, and ancillary products. This role will also be a stakeholder in various projects on an ongoing basis that improve the virtual channel member experience. This position will contribute to the Credit Union’s key results by displaying personal accountability through impacting share and lending growth, expense control, positively affecting profitability, influencing business growth, and exceeding member satisfaction expectations.

This is a full-time, hybrid opportunity reporting to the Director, Specialty Sales and is based in Hollywood, CA. The targeted pay in California is between $107,000 to $135,000.

Responsibilities

·         Develop department strategies and action plans to meet annual goals and objectives, including:

o   Set individual and team goals and monitor progress toward achieving them

o   Analyzing sales data and market trends to optimize sales strategies

·         Oversee the learning and development for the entire Virtual Relationship Center department and ensure the department functions effectively and efficiently while meeting or exceeding established performance goals.

·         Provide coaching and development opportunities to Virtual Relationship Center people leaders as well as any teammates in a skip-level capacity, if needed.

·         Support the credit union’s initiatives in relationship building with members by providing observation based coaching utilizing the resources and certifications set by the organization.

·         Help develop and implement strategies to improve member satisfaction across all communication channels, including digital experiences, inbound and outbound calls.

·         Participate and lead initiatives that focus on process improvements that better the member and teammate experience during sales acquisition through the virtual channel.

·         Conduct audits and evaluations of calls, emails and other member interactions to identify areas for improvement.

·         Ensure membership and loan applications meet the quality control standards set forth within the credit unions policies and procedures.

·         Ensure membership and loan applications are adhering to compliance and regulatory standards and mitigating potential risks.

·         Analyze and interpret performance data to identify trends, make recommendations to stakeholders for improvement, and influence the overall department strategy.

·         Collaborate and/or lead cross-functional projects and initiatives to drive credit union goals and overall member satisfaction.

·         Act as a liaison between the Relationship Center and other departments to ensure effective communication, collaboration, and alignment.

·         Monitor key performance indicators (KPIs) and establish targets for continuous improvement.

·         Act as backup during the absence of department leadership to make hiring and employee status recommendations.  

·         Ensure compliance with credit union policies and procedures, as well as applicable laws and regulations on a daily basis.

·         Participate in offsite conferences, other institution visits, workshops, and training sessions to expand knowledge and skills, and apply learnings to drive innovation within the department.

·         Perform other duties or tasks as assigned.

At First Entertainment, your role and every role are essential to our Mission [We build lifelong financial relationships with the people in entertainment based on a deep understanding of how they live and work], Core Values [ Members First + Ownership + Integrity + Innovation + Inclusivity + One Team], and we expect you to uphold them.

Requirements

·         High school graduate, two-year college degree or equivalent preferred, or completion of a specialized course of study at a business or trade school.

·         A minimum of five years of work-related experience in a full-service financial institution or experience in a related position in a related field. Prefer at least five years management or lead employee experience.

·         In-depth knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.

·         Thorough knowledge of regulations applicable to essential responsibilities. Ability to read, speak and write clearly to convey information effectively.

·         Effective communication skills across all levels of audience.

·         Knowledge of how to use a personal computer and MS Office products on a daily basis (Word, Excel, Outlook), and Symitar for Windows (Episys).

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