Director, Sales and Service

The Freedom Federal Credit Union Difference

Freedom Federal Credit Union believes that a great member experience begins with a great team member experience. We value our team members not just for their talent, but also for the difference they make to our members and the communities we serve. We strive to help our team members live up to their fullest potential, and, with that in mind, provide each of them with a healthy, safe, and positive, yet challenging, work environment. A positive work-life balance, personal growth, purposeful work, and recognition of accomplishments are an essential part of what we offer. We're looking for people to join our team, who share our vision and passion to make a positive financial impact on our members' lives. If you're ready to take the next step, join Freedom to truly make a difference.

This position is eligible for a $500 sign-on bonus.

Summary:

The Freedom Federal Credit Union Director of Sales and Service is responsible for overseeing the strategic direction and daily operations of the Member Service functions within the credit union. This includes ensuring exceptional service delivery, developing and implementing member engagement strategies, overseeing staff performance, and aligning services with the credit union's mission and strategic goals.

Essential Duties & Responsibilities:

• Strategic Leadership:
  • Develop and implement sales and service strategies to meet organizational goals.
  • Lead initiatives to enhance member satisfaction and deepen member relationships.
  • Monitor and analyze performance metrics to ensure alignment with credit union objectives.
  • Develop and execute strategies for member and team member recruitment, retention, and satisfaction.
  • Ensure alignment with the organizations' mission, values, and strategic goals.
  • Serve as a strategic partner to the SVP of Member Services, contributing to long-term planning.
• Team Leadership
  • Lead a team of branch managers and provide guidance and support for training, staffing coverage, talent acquisition, coaching, and corrective counseling.
  • Promote a culture of service excellence and continuous improvement.
  • Provide coaching, training, and performance evaluations to ensure high standards of service.
  • Foster a culture of innovation, accountability, collaboration, and continuous improvement.
• Sales Oversight:
  • Drive the development and execution of sales campaigns and promotions.
  • Set and monitor sales targets for products such as loans, credit cards, and deposit accounts.
  • Collaborate with cross-functional teams and other stakeholders to enhance product offerings, service delivery, and member experience.
  • Maintain an excellent knowledge of financial services offered by the organization and be knowledgeable of competitors' services.
• Member Experience:
  • Champion a member-first culture across all service channels.
  • Ensure consistent, high-quality service delivery across branches and digital platforms.
  • Address and resolve member inquiries and complaints promptly and professionally; and implement feedback mechanisms.
  • Analyze market trends, member feedback, and performance data to identify growth opportunities and areas for improvement. Ensure compliance with all federal, state, and organizational policies, procedures, and regulations.
  • Implement programs and promotions to enhance member engagement and loyalty.
  • Represent the credit union at community and industry events to build relationships and visibility.
• Operational Excellence:
  • Optimize workflows and processes to improve efficiency and service delivery.
  • Oversee daily operations of the member services department.
  • Ensure compliance with all applicable laws, regulations, and internal policies.
  • Monitor and manage departmental budgets and resources.
  • Partner with SVP of Member Services and other stakeholders to evaluate, develop and implement policies and procedures.

Knowledge, Skills, and Abilities

• Product and Services Knowledge
• Customer Service Excellence
• Communication Skills
• Strategic Thinking and Planning
• Problem-Solving
• Leadership and Team Management
• Performance Management
• Technological Proficiency.
• Regulatory Knowledge

Required Experience

• High School Diploma required; bachelor's degree is preferred in business administration, finance, or related field; demonstrated expertise and success in relevant professional roles may substitute for an advanced degree.
• Minimum of 7 years of progressive leadership experience in sales and service roles, preferably within the financial services industry. Experience in the credit union, banking, and/or financial services industry required.
• Proven track record in sales management and customer service excellence
• Strong knowledge of banking and credit union products, services, and regulatory environment
• Excellent communication, leadership, and analytical skills
• Proficient in Microsoft programs

Interpersonal Skills

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations, and explanations with members, direct and indirect reports, and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating, and/or advising others on matters of significance.

COMPANY INFORMATION:

Freedom Federal Credit Union is a community-chartered federal credit union offering consumer financial services to those who live, work, volunteer, worship, attend school, or have family in Harford, Baltimore, & Carroll Counties as well as Baltimore City. Additionally, Freedom offers a full line of banking services for all businesses, associations, and other organizations that are based in those same locations. To learn more, visit freedomfcu.org.

Freedom Federal Credit Union offers competitive compensation, and our benefit offerings include:

• Paid time off Accrual of 17 days in 1st year of employment
• 11 paid holidays with an extra floating holiday for your birthday
• Medical, Dental, and Vision coverage - Single and Family options available
• Supplementary Health Benefit offerings including Critical illness insurance, Accident Insurance, and Hospital Indemnity Plans
• Life and AD&D Insurance, Short-Term and Long-Term Disability Plans
• 401k Retirement Plan with employer match options after 1 year, potential for additional discretionary contribution from the organization each year
• Tuition Reimbursement options of up to $5,250 each year

Freedom Federal Credit Union conducts credit, bond, and background checks. All new hires must present evidence of authorization to work in the US. Freedom Federal Credit Union participates in the E-Verify program. Freedom Federal Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected Military/Veteran status and will not be discriminated against based on disability.

If you are a disabled applicant and cannot apply online, please contact Freedom directly at HumanResources@freedomfcu.org for assistance.