Director, Sales and Service

NIH Federal Credit Union seeks a Director, Sales and Service to lead branch and contact center sales, service, and member experience. In this leadership role, you will develop and execute sales and service strategies, set performance goals, and coach managers and frontline teams to deepen relationships and grow deposits, loans, and cards. Partner with Marketing and Operations to optimize digital and in-person channels, ensure compliance with credit union regulations, and champion our member-first, mission-driven culture while driving financial wellness for the NIH and healthcare community.

Responsibilities

• Lead sales and service strategy for branches and contact center to grow deposits, loans, and cards
• Set performance goals, monitor KPIs, and drive continuous improvement in member experience
• Coach and develop managers and frontline teams to achieve sales and service targets
• Partner with Marketing to execute campaigns that deepen member relationships
• Collaborate with Operations and IT to enhance digital and in-person service channels
• Ensure compliance with credit union policies and applicable regulations
• Develop and manage budgets, forecasts, and resource plans for sales and service areas
• Use data and analytics to identify opportunities, segment members, and refine strategies
• Champion NIHFCU's member-first, mission-driven culture across all service touchpoints
• Represent NIHFCU in the NIH and healthcare community to support financial wellness initiatives

Required Skills

• Sales strategy development
• Retail banking operations
• Credit union products and services
• Regulatory compliance (NCUA/CFPB)
• Data-driven performance management
• CRM and sales pipeline management
• Budgeting and forecasting
• Team leadership and coaching
• Member experience optimization
• Digital banking platforms