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Financial Solutions Sales & Service Manager

First Commonwealth Bank · Derry, PA · 1 mo ago
On-siteFinanceFull-time

Job Summary

As a First Commonwealth Sales & Service Manager, you will live out our Mission to improve the financial lives of our neighbors and their businesses. You will understand the importance of the customer experience and the role each employee plays in delivering our Customer Service Promise every day. You will have a passion for building relationships, educating, advising, and identifying opportunities to equip our customers and employees with financial solutions that will help them achieve Financial Confidence.

About the role

You will lead a Financial Solutions Center with effective communication, ongoing coaching, and relentless execution on our mission and vision. You will drive for high-performance results within a competitive and demanding financial solutions sales environment. You will personally drive consumer sales through consistent and ongoing development activities focused on expanding existing customer relationships and engaging new prospects to win both their personal and business-related banking relationships.

Essential Job Functions

  • Deepen Consumer Relationships – 30% of your time will be spent growing relationships with your existing customer base. You will do this through the following activities:

    • Stay connected with customers through onboarding and outbound calling
    • Achie assigned outbound calling expectations
    • Generate consistent and meaningful appointments weekly including prospects
    • Identify partner referrals by asking purposeful questions
    • Uncover consumer lending opportunities, with an emphasis on real estate secured
    • Grow Consumer Relationships – 30% of your time will be spent establishing and growing consumer relationships through the following activities:
      • Manage your assigned Top 500
      • Ask for referrals from your existing customers, thanking them and following up with them; advocate for the Refer-A-Friend program
      • Utilize marketing campaigns to inform customers about our products
      • Use effective research, tools, and techniques for prospecting
      • Champion Line Leadership and lead by example using our BUILD conversation framework
    • Own partner relationships

  • Developing Your Team and Yourself – 25% of your time will be spent ensuring that you and your team are engaging in the right activities to drive growth, both in balance sheets and in yourselves. This will happen by engaging in the following activities:

    • Take ownership of your own development
    • Aid employees with their Pathways progression
    • Provide on-going formal and on-the-spot coaching
    • Attract, acquire, retain, and develop talent
    • Demonstrate and role-play with team members regularly
    • Assign individual goals in collaboration with your BMBB
    • Celebrate everyone's accomplishments and successes

  • Managing Operations and Compliance – 15% of your time will be spent ensuring your office is a well-oiled machine. You will do this by:

    • Always being dedicated to protecting the privacy and security of our customers
    • Overseeing proper completion of all account opening and loan documents, and transaction processing
    • Managing NSF/OD and other fee retention by ensuring the team is having the right conversation
    • Overseeing proper cash handling, teller differences, and dual control guidelines; managing internal controls
    • Delegating and overseeing responsibilities for others to learn internal controls

  • Customer Experience – every day, every customer, every interaction you will always have the following at the top of your mind:

    • Liv our Mission and Core Values
    • Be a Champion of our Customer Service Promise to Put Customers First, Be Relentless, Inspire Confidence, Champion Simplicity, and Obsess with Yes
    • Increase the sales effectiveness and efficiency of your team by championing BUILD, the 8-step sales process, and conducting consistent outbound calling
    • Promptly follow-through and ensure you are the single contact for problem resolution
    • Maintain the highest standard of conduct

Bona Fide Occupational Qualifications

  • An associate’s degree or equivalent experience
  • Three (3) or more years of relevant experience in a customer-centric sales environment with a proven track record of leading, exceeding assigned goals, and developing talent
  • Excellent communications skills, passionate about helping others, motivated to learn, solutions-based sales skills, professionalism, resourcefulness, exceptional relationship-building skills, ability to excel in a complex and dynamic environment
  • Technologically savvy (i.e., Microsoft Office, Internet, mobile technology, bank systems)
  • Must register and maintain current registration with the National Mortgage Licensing System & Registry (NMLS)

A valid driver’s license and local and/or regional travel required.

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