Assistant Sales Manager

Duties And Responsibilities (Essential Functions)

• Model exemplary service behaviors and coach staff on communication, empathy, problem-solving, and relationship-building techniques.
• Conduct service observation, provide real-time feedback, and identify coaching opportunities to elevate consistency and member satisfaction.
• Support escalated member issues with professionalism, care, and a solutions-focused mindset.
• Reinforce a welcoming, member-centered environment and ensure the lobby experience aligns with PFCU service standards.
• Support the branch in achieving production goals by coaching staff to uncover needs through strong member conversation skills.
• Participate in branch sales activities, in-branch promotions, and outbound calls to deepen relationships.
• Maintain expert product and system knowledge to guide staff in delivering accurate and meaningful member recommendations.
• Ensure the lending experience is seamless and accurate from application to closing.
• Originate, process, and close loans with minimal errors to avoid member inconvenience.
• Manage loan queues to ensure timely follow-up and efficient member experience.
• Coach team members in lending conversations that support member goals and financial wellness.
• Serve as acting Sales Manager or senior consultant to maintain service continuity.
• Reinforce adherence to policies and quality controls that contribute to an effortless member experience.
• Support branch readiness, appearance, and operational flow to promote a smooth member journey.
• Help onboard, train, and develop employees in both technical processes and service excellence.
• Foster a culture of ownership, pride, integrity, and member advocacy.
• Lead or support daily huddles, team meetings, and ongoing coaching touchpoints.
• Take ownership of personal development by participating in ongoing training, seeking feedback, and building knowledge and skills relevant to role, department, compliance, and credit union’s mission.

Additional Requirements

• Strong passion for delivering extraordinary, effortless member experiences.
• Excellent interpersonal communication and empathy-driven service skills.
• Solid understanding of retail banking operations, lending, and branch processes.
• Ability to model and coach strong service behaviors and relationship skills.
• Strong problem-solving ability with a member-first mindset.
• Time-management and organizational skills with the ability to adapt in a fast-paced environment.
• Proficiency with Microsoft Office and core banking systems.
• Ability to communicate, verbally and in writing, in a professional manner when dealing with employees, members, vendors and company contacts.
• Able to follow the core values of honesty, integrity, mutual respect, pride and ownership.