The Center Manager in Training (CMIT) is a position designed to assist in the transition from an Assistant Manager (AM) to a Center Sales Manager (CSM). This is a customer-facing position in locations that offer financial products such as but not limited to: secured and unsecured loans, money transfers, tax preparation, and card services. The CMIT is expected to assist the CSM in ensuring the effective operation and continued growth of the Center. This position assists in ensuring that each team member is trained in all procedures, policies, products, and programs. Exceptional customer service, attention to detail, and a passion for sales is a must. This is a performance based position as measured by the center's results. The CMIT will support the CSM in increasing overall performance, productivity, and profitability and, is responsible to assist in building sustainable customer relationships with successful delivery of customer service and monitoring/measuring customer satisfaction. The CMIT along with the CSM will also promote employee engagement, teamwork and job satisfaction through continued coaching and development. Relationship Building /Customer Experience: Build strong relationships with current and prospective customers, in person, in the market and over the phone. Monitor and measure customer satisfaction. Take the lead on case management for delinquent accounts. Product Promoter and Sales Champion: Understand, recommend, and sell financial products and services to customersHolds team members accountable to individual and center goalsTrains and coaches team members on effective sales techniquesEducates new customers on product offerings and associated benefitsCross sells core/ancillary products while center staff completes customer transaction before customer leaves centerMarketing: Responsible for the on-going marketing strategy and physical marketingFour Walls Marketing- Inactive calls, cross-selling, professional image.Outside Marketing- Develops marketing plan, tracks marketing success, organizes local store marketing (LSM) and community events, develops effective business partner relationships, etc.Tracks performance of local center marketing programs to determine effectivenessOperations: Responsible for managing the entire P&L to meet Revenue, Expenses and CGPP&L Responsibility: Manages the entire P&L to meet Revenue, Expenses and CGPUnderstands budgeted financial expectations and implements a strategy to successfully meet or exceed expectationsGuides daily, weekly, monthly focus of center goals and objectivesDelegates tasks and responsibilities to appropriate team membersTraining: Instruct and ensure team members are trained and adhere to company policies and procedures Compliance: Adhere to all points of the Company Creed and regulatory requirementsEnter customer and transaction information accurately into the point of sale systemCreate and maintain accurate customer files,Adhere to local, state and federal regulatory requirements.Collections Counselor: Direct the collection of money from past due, NSF and write-off customers, consistent with Company policy and regulatory requirements.Lead on delinquent customers identified as a potential risk for write offCounsel and re-establish expectations with potential risk customersHuman Resources: Assist the Divisional Director of Operations with recruiting, hiring, training, evaluating, and developing of center staff. Leadership: Recognize and develop skills/abilities of team members in order to meet center and Company goals and objectives. Delegate center responsibilities. Motivate, train and develop center team members on proper techniques and processes. Equivalent Education Level Required: High School Diploma or equivalent required; some college preferred. Experience Required: Customer service experience required. Two years' experience in the following areas is preferred: sales/retail/banking/collections and managing, coaching, and developing a team. Knowledge Re ()
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