Description
The successful candidate in this position will be responsible for overseeing the day-to-day operations of the MLC. Work involves moderate difficulty in achieving and exceeding lending and ancillary product and service sales goals. Resources to do the job require reliance on knowledge of lending policies, procedures, systems as well as ancillary products and services. Performance management, coaching and mentoring ability is required. Direction is received from the National Sales and Relationship Marketing Manager.
Responsibilities of the position will include:
Sales and Service Management:
Within the MLC, supports the sales and delivery of the three major credit union ancillary sales products: Mechanical Repair Coverage, Guaranteed Asset Protection and the Member's Choice Debt Cancellation suite of products.
Supports the sales and delivery of additional credit union products and services including, but not limited to, mortgage, insurance and investment referrals as well as deposit and electronic channels.
Promotes and ensures service expectations are commensurate with Alliant’s CARES philosophy and ensures attainment of credit union expectation in this area as measured by member surveys.
Manages the outbound calling efforts of the MLC to ensure sales goals are attained.
Coordinates lender and sales support for Alliant's Service Center network.
Oversees the MLC (including the internet and after hours lending channels), assists with the establishment of sales goals, and coaches for performance.
Performance Management:
Establishes appropriate staffing schedules. Hires, disciplines, and terminates according to policy.
Provides ongoing training, coaching, and feedback.
Ensures all MLC SLAs are met on a monthly basis and is responsible for continuous improvement with the MLC's sales and service performance.
Monitors sales performance and works closely with Loan Consultant staff via sales coaching, mentoring and motivating to ensure sales success, proper product placement and increased sales volumes.
Leads meetings/calls for the MLC team and provides appropriate recognition for both the team and individual team members on an ongoing basis.
Oversight of Q12 initiatives and activities designed to ensure employee retention, growth and engagement.
Responsible for regular performance reviews of MLC staff.
Requirements
Qualifications:
Completion of a Bachelor's degree and four plus years experience in consumer lending; or an equivalent combination of training and experience. Minimum three years experience supervising in a call center environment, tracking and monitoring call statistics. Experience coaching and motivating a sales and/or lending team. The successful candidate will have strong decision making skills and thrive in a fast-paced work environment.
