Director of Sales & Service Excellence

Svb Financial Group; Juneau (AK); On-site; USD 120,000 - 170,000; Full time

Job summary

ValleyStar Credit Union is seeking a Director of Sales and Service to lead a high-performing team focused on production and member service excellence. The role reports with Operations to drive the vision of being the best in service and convenience, including coaching, training, policy compliance, and product introduction to enhance member financial well‑being.

The position requires strong supervisory experience in financial services, a track record in improving service standards, and

Qualifications

• 5+ years of successful branch or executive management experience.
• 8+ years of successful branch or executive management experience preferred.
• Supervisory experience required.
• Experience in the financial industry required.
• Sales and consumer lending knowledge preferred.

Responsibilities

• Promote the mission, vision, products, services and image of the Credit Union.
• Develop and implement training programs and coaching sessions.
• Set and maintain service standards in each department.
• Monitor department and employee scorecards to measure performance.
• Manage and improve production by increasing member usage of products and services.
• Conduct regular one-on-one coaching with leaders using ServiStar model.
• Collaborate with marketing to engage community and onsite visits.
• Develop member follow-up processes and onboarding campaigns.
• Suggest product/service improvements and efficiency gains.
• Ensure compliance with policies and governmental rules.

Skills

Team leadership

Decision making

Effective communication

Ethics confidentiality

MS Office proficiency

Regulatory compliance

Negotiation

Financial products knowledge

Education

Business administration degree preferred

Tools

Microsoft Office Suite

Job description

ValleyStar Credit Union is seeking a Director of Sales and Service to lead a high-performing team focused on production and member service excellence. The role reports with Operations to drive the vision of being the best in service and convenience, including coaching, training, policy compliance, and product introduction to enhance member financial well‑being.

The position requires strong supervisory experience in financial services, a track record in improving service standards, and