JOIN THE KEESLER FEDERAL CREDIT UNION TEAM!
Keesler Federal Credit Union team members enjoy competitive salaries and a wide range of benefits, some of which include:
- Medical, dental, and vision insurance
- Section 125 Flexible Spending Accounts for Health Care and Dependent Care expenses
- Employee and Dependent Life Insurance
- 401(k) Retirement Plan with 100% match on the first 5% contributed by you
- Paid Leave
- Tuition Reimbursement and Competitive Scholarships
- Short-Term & Long-Term Disability Benefits
- Employee Assistance Program
WE CURRENTLY DO NOT SPONSOR WORK RELATED VISAS
Position: Sales & Service Coach
Department: Retail Operations
Reports To: Director- Sales & Service
FLSA: Non-Exempt
Sales and Service Coach partners with Retail leaders and frontline teams across multiple locations to build a high-performing sales and service culture. Through field coaching, workshops, and real-time development, this role strengthens leadership, elevates member conversations, and drives consistent execution of sales and service strategies.
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- Serves as a catalyst for our internal Sales & Service culture by inspiring teams, strengthening capabilities, and embedding integrity, accountability, and member-focused solutions into every interaction.
- Provide training and coaching to enhance service excellence, relationship building skills, and meaningful member experience.
- Facilitates periodic branch and contact center visits to ensure consistent delivery of service across all member facing teams.
- Conducts regular meetings with team members to discuss sales and service within Retail Operations.
- Utilizes a tracking mechanism to track sales and service effectiveness of Retail Operations.
- Assists with development of sales and service courses and materials based on existing and new products being introduced, process improvements that have been identified, and support strategic initiatives of the organization.
- Monitors sales and service courses on the calendar for awareness to Retail Operations team members.
- Attends project meetings associated with sales and service as assigned by Director- Sales & Service.
- Conduct and participate in follow-up coaching conversations with team members who are experiencing challenges in achieving their goals.
- Provide feedback and recommendations to retail leaders based on observations, identify performance gaps, and recommend action steps to address opportunities for improvement.
- Responsible for compliance with all Federal regulations, including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).
- Other duties as assigned.
- Travel of up to 40% required.
- Must be flexible to work evenings or weekends as needed.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- High school diploma or GED required.
Experience and Other Requirements:
- 1 - 3 years of similar or related branch banking or call center operations experience required.
- Deep understanding of retail operations and sales management.
- Requires excellent organizational skills, the ability to multi-task, manage time efficiently by organizing and prioritizing.
- Effective oral communication and writing/grammar skills are necessary.
- Exhibit knowledge of adult learning concepts.
- Must possess comprehensive working knowledge of credit union regulations, policies and procedures.
- Must be comfortable and effective speaking in front of a large group of people at all levels.
- Must possess strong analytical, technical, and creative concept skills.
- Excellent project management skills, including the ability to manage multiple and concurrent projects to a successful conclusion by a stated deadline.
- Excellent workshop facilitation and presentation skills.
- Knowledge of credit union operational procedures, products and services.
- Ability to work under stringent deadlines stressing urgency to achieve monthly goals with expected quality and in accordance with required policies and procedures.
- Confidentiality and dependability required.
- Proficient in the use of computers and standard office technology, including Microsoft Office applications (Word, Excel, Outlook, and Teams).
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Demonstrates the ability to interact professionally and respectfully with members, coworkers, and external partners. Communicates information clearly and effectively, both verbally and in writing, and listens attentively to understand questions or concerns. Maintains a courteous, cooperative, and service-oriented approach in a variety of work situations, including those involving differing perspectives or needs. Builds positive working relationships and contributes to a collaborative, inclusive, and member-focused environment.
The physical demands described below are representative of those that may be associated with performing the essential functions of this position. The essential functions of this role can be performed with or without reasonable accommodation, in accordance with the Americans with Disabilities Act (ADA) and applicable federal, state, and local laws.
While performing the duties of this job, the employee may be required to remain in a stationary position for extended periods, move within the work environment, and operate a computer and other standard office equipment. Job duties may also involve the use of hands and arms to operate tools, devices, or controls, and to exchange information using various communication methods. Occasional postural activities such as bending, kneeling, crouching, or stooping may be required. The position may occasionally require lifting or moving items weighing up to 15 pounds.
The work environment is primarily a professional office or branch setting, with a focus on member service and collaboration. The role may require working in shared workspaces and interacting with members, coworkers, and vendors through various communication methods. Work may involve extended periods of sitting or standing, repetitive motions such as computer or device use, and occasional movement throughout the facility.
The essential functions of the position can be performed with or without reasonable accommodation, in accordance with applicable federal, state, and local laws, including the Americans with Disabilities Act (ADA).
The Human Resources department retains the sole right and discretion to make changes to this job description.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
