Job description

Description:If you have a passion for great member service and coaching a sales team to achieve great results consistently, then our Loan Advisor Assistant Manager would be a perfect fit for you! The Loan Advisor Assistant Manager is the direct supervisor of a team of Loan Advisors and reports the Loan Advisor Assistant Manager. The focus of the entire Loan Sales team is to provide efficient and excellent member service throughout the entire workflow of consumer loans, with an emphasis on auto loans. The work is fast-paced, the team is fun and collaborative, and the team’s performance can lead to great incentives. A remote hybrid work schedule is available.
Duties and Essential Functions:
1. Primary manager on duty in the absence of the Loan Sales Manager.2. Assist in creating and maintaining a sales and service environment within the Loan Advisor Department.3. Maintain highly motivated, well-trained staff who consistently offer excellent service to all members. Maintain effective employee relations within the department.4. Monitor key products and sales within the department to ensure profitable and sound business practice as well as the highest quality of service for the members. Maintain accurate record of all sales and prospecting activities including sales calls, closed sales, and follow-up activities.5. Assist in evaluating job performance of the Loan Advisors to ensure quality of work and service to the membership, including but not limited to side-by-side monitoring, call calibrations, progressive discipline, and performance plans.6. Ensure staff continues to receive ongoing training on policies/procedures, sales/service, products/services and all other necessary information.7. Assist in leading the team to sell consultatively via outbound call campaigns and make recommendations to prospects and members of the various solutions we offer to achieve their financial goals.8. Assist in monitoring team calls and provide consistent development to the team to ensure an EPIC member experience and an understanding of current products, services and processes.9. Ensure member complaints and problems are resolved within the Loan Advisor Service Level Agreements (SLAs). Maintain contact with members to ensure high levels of satisfaction.10. Assess existing processes and procedures and provide feedback on an ongoing basis.11. Ensure proper controls are in place and adhered to within the Loan Advisor Department. Adhere to all company policies, procedures, and business ethics codes, lead, and motivate your team to meet and exceed their goals/metrics consistently.12. Proactively establish and maintain effective working team relationships with all support departments.13. Provide oversight and direction to new hires during their OJT (On-job training period) with training/coaching and providing support for their first 90 days.14. Assist staff members in solving complex problems or member issues.15. Assist in recommending, implementing and supervising the department budget.16. Remain compliant with all financial laws and regulations including Bank Secrecy Act (BSA) as they apply to the duties of the position.17. Ensure Loan Advisor Assistant Manager Key Performance Indicators (KPIs) are consistently achieved.

Positions directly supervised:

• All Loan Advisors (LAs)

Requirements:Specific knowledge, skills, and abilities required for this position:

• Excellent consultative and coaching sales skills
• Excellent written, oral communication and phone service skills
• Ability to handle tense situations with diplomacy and professionalism
• 2 - 3 years Retail banking experience is required
• 2 - 3 years Call Center experience is preferred
• Computer literacy required
• Ability to multi-task; good time management skills
• Ability to multi-task and good time management skills
• Proven communication and diplomacy skills to work cross-functionally to influence others, drive results/change, and implement

new processes & procedures.

• Strong PC skills in Microsoft Office (Word, Excel, Outlook, PowerPoint, Visio) and specific knowledge of systems and applications

used to support a call center environment
Education:
Associates degree, professional certification is a plus
Prior sales experience required
Experience:
Minimum 2-3 years supervisory experience in a call center.
Minimum 2-3 years Sales/Service experience in a Retail and/or Financial Institution environment.
Please Note: Candidates being considered for employment must successfully complete a credit check, background check and drug screen.

Job Type: Full-time

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