Head of Outbound Sales

Summary

The Consumer Lending Supervisor plays a vital role in supporting the Consumer Lending Sales Team and Manager in achieving the strategic objectives of the lending department. The Supervisor leads a team of Officers and Funders, providing guidance, coaching, and performance monitoring to ensure individual and team success. This role involves fostering a high-performance culture focused on meeting monthly goals, enhancing the member experience, and driving the achievement of lending and sales targets.

By maintaining comprehensive knowledge of lending products, policies, and compliance requirements, the Supervisor ensures the team delivers accurate, consultative, and member-focused service. As a key role within the Consumer Lending team, the Supervisor is instrumental in creating a positive and supportive environment where team members are motivated to excel and adapt to a dynamic financial landscape.

Through continuous training, mentoring, monitoring, tracking progress and process improvement, this role contributes significantly to Tropical Financial Credit Union's mission of guiding members successfully through the financial marketplace. Deliver service that meets Tropical Financial Credit Union's Service Standards as measured by Net Promoter or Internal Service surveys. Oversee daily planning and problem-solving to ensure team success. Monitor and evaluate loan consultant calls to provide performance coaching.

Ensure compliance with policies and procedures for staff and systems operations. Track and manage loan queue metrics, including inbound calls, abandonment rates, and call waiting times. Manage and monitor inbound and outbound consumer loan origination calls. Review loan applications, review loan decisions, and oversee the loan process with the team to ensure consistency. Explain various loan and credit options, including credit analysis and terms and work with officers to ensure the best options and solutions are presented to the members based on their needs.

Conduct daily follow-ups and telemarketing efforts to members and potential members as needed. Track, Monitor and ensure the team overall meet monthly sales goals for ancillary products (credit life, disability, GAP, and mechanical breakdown). Ensure sales officers consistently identify members' financial needs and provide thorough consultative solutions during loan interviews. Meet monthly referral goals for mortgages and home equity loans. Collaborate with credit analysts and loan funders to resolve application issues.

Assist with onboarding, training and mentoring new and existing team members. Maintain compliance with the Bank Secrecy Act (BSA) and anti-money laundering policies and procedures, including monitoring for unusual or suspicious activities relevant to the department. Complete assigned online BSA and OFAC training courses annually as provided by the Training and/or Compliance Departments. Maintain a thorough understanding of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, OFAC, Fair Lending, and Credit Card Act.

Comply with all TFCU policies and procedures to uphold regulatory compliance. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Proficiency in interpreting documents, analyzing reports, and providing actionable feedback. Demonstrated ability to coach, document, and hold team members accountable, as well as lead by example. Solid understanding of lending practices, including credit analysis, debt-to-income, and loan-to-value assessments. Commitment to organizational policies, fraud mitigation, and security standards.

Team-oriented mindset with a willingness to learn and support others while ensuring alignment with business objectives. including corporate and departmental projects. High School Diploma or general education equivalent required. A minimum of 5 years relevant lending in a financial services environment, lending call center/sales management and member sales and service experience required and 3 years customer service experience preferred. Experience with assisting in the management of a call center or related and experience with scheduling and staff management required.

Knowledge of Credit Union product offerings, as well as all services, provided preferred. Intermediate knowledge of computers (MS Office, Outlook, Word and Excel)
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.