Retail Sales and Service Manager

Fortera Credit Union; Clarksville (TN); On-site; USD 95,000 - 120,000; Full time

Job summary

Fortera Credit Union in Clarksville, TN is seeking a Retail Sales and Service Manager to lead branch sales and service performance across the credit union's footprint. You will drive loan production, deposit growth, and cross-sell initiatives while coaching staff and aligning branch activities with strategic goals.

The role requires thorough knowledge of core banking systems and experience in coordinating with product, marketing, and lending teams.

Qualifications

• Bachelor's degree in business, finance or a related field or equivalent combination of education, training, certifications, and relevant experience.
• Valid driver's license.

Responsibilities

• Oversee day-to-day sales and service across assigned branches, ensuring production and service goals are met.
• Own branch-level sales results including loan production, deposit growth, and referral volume.
• Monitor dashboards and coach staff to close gaps between goals and actual performance.
• Develop and implement cross-sell strategies and align promotions with branch tactics.
• Design and deliver training curricula for branch staff and managers, including onboarding and consultative selling skills.

Education

Bachelor's degree in business, finance or a related field

Job description

Retail Sales and Service Manager

Full Time

Management

Clarksville, TN, US

• Salary Range:**$94,800.00 To $120,000.00 Annually

Starting pay for successful applicants is generally within the minimum to midpoint of the pay range. Our consideration for pay is designed to support career growth and development over time. Offers extended depend on a variety of job-related factors, including but not limited to individual experience, knowledge, training, education, geographic location, market demands and internal equity.

Position Purpose

The Retail Sales and Service Manager is responsible for the overall sales and service performance of assigned branch locations across the credit union's footprint. This role drives branch-level results, strengthens cross-sell of loan and deposit products, and builds the sales and training strategy delivered through branch meetings and coaching. The role also serves as the retail delivery channel's voice on technology and systems: understanding how member-facing and back-office systems interact, identifying friction points that make it harder for members and staff to do business with the credit union, and building and executing plans to close those gaps.

Branch and Sales Management

• Manage day-to-day sales and service performance across assigned branch locations, holding Branch Managers accountable to production and service goals.
• Own branch-level sales and service results, including loan production, deposit growth, referral volume, and member service quality metrics.
• Monitor performance dashboards and scorecards; diagnose gaps between goal and actual performance and direct corrective action at the branch level.
• Conduct regular branch visits to observe sales behaviors, coach staff in real time, and reinforce consistent execution of the sales and service model.

Cross-Sell and Sales Strategy

• Develop and implement strategies to improve cross-sell ratios and deepen member relationships across loan, deposit and ancillary products.
• Partner with product, marketing, and lending teams to translate promotions and product priorities into branch-level sales tactics.
• Set and communicate sales goals and incentive priorities in alignment with organizational targets.
• Track cross-sell trends by branch and by employee and use that data to prioritize coaching and training investment.

Training and Meeting Facilitation

• Design and deliver sales and service training curricula for branch staff and Branch Managers, including onboarding, product knowledge, and consultative selling skills.
• Plan and lead recurring sales meetings, huddles, and training sessions, ensuring consistent messaging and follow-through on action items.
• Build role‑play, coaching, and reinforcement tools that Branch Managers can use to sustain training impact between sessions.
• Evaluate training effectiveness through performance data and adjust curriculum and delivery methods accordingly.

Technology, Systems and Process Improvement

• Develop a working understanding of how core, digital banking, loan origination, CRM, and related systems interact and pass information back and forth in the member and employee experience.
• Partner with IT, digital banking, and operations teams to map current‑state workflows and identify where system limitations, manual workarounds, or disconnected data create friction for members or staff.
• Identify technology and process gaps that make it harder for members to open accounts, apply for loans, or complete transactions, and quantify their impact on sales, service, or member experience.
• Build and present improvement plans for identified gaps including recommended fixes, required resources, priority, and expected impact on sales and service outcomes.
• Serve as the retail delivery representative on cross‑functional projects involving new systems, upgrades, or process redesign, ensuring branch and member impact is represented.
• Track resolution of identified issues and report status to leadership on a regular cadence.

Leadership and Administration

• Conduct oneself with integrity by being honest, trustworthy, and ethical in all work activities and interactions.
• Coach, develop, and evaluate Branch Managers; support staffing, performance management, and succession planning within assigned branches.
• Prepare and present regular reporting on sales results, cross‑sell performance, training outcomes, and technology/process initiatives to senior leadership.
• Provide day‑to‑day oversight responsibility for ensuring compliance with applicable policies, procedures, and regulatory laws as they relate to functions within the department to include OFAC, Bank Secrecy Act and USA Patriot Act compliance, escalating compliance concerns appropriately.
• Participate in community and civic events to promote awareness of the Credit Union in the community.
• Attend and participate in all required training sessions, meetings and committees. Stays current on all new operations procedures.
• Provide support to management to ensure the mission, vision and core values of the Credit Union are met.
• Develop and nurture a philosophy focusing on honest, open communication, individual productivity and strong member orientation.
• Ensure assigned work areas and equipment are clean, secure and well‑maintained.
• Perform other duties as assigned by management.

Special Note: Fortera Federal Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.

Please be advised, visa sponsorship is not available for this position.

Performance Measurements

• Branch services are efficiently and effectively delivered in accordance with established Credit Union policies and standards.
• Current member accounts are maintained or expanded and additional ones solicited. Good business relationships exist with members and their questions and problems promptly resolved.
• Branch personnel are well trained and efficient, and their activities well‑coordinated.
• Required reports and records are accurate and timely.
• Management is appropriately informed of area activities and of any significant problems. Suggestions are provided for improved efficiency or effectiveness in operations.
• Good working relationships exist with Branch personnel. Assistance is provided as needed.
• Branch transactions, loan volumes, expenses, and profitability are in line with Credit Union standards.
• Fortera Core Values are satisfactorily demonstrated.

Qualifications

Education/Certification

Bachelors degree in business, finance or a related field, or an equivalent combination of education, training, certifications, and relevant professional and/or military experience that demonstrates the knowledge, skills and abilities to perform the essential functions of the position.

Valid driver's license