The Retail Engagement Specialist is responsible for facilitating and enhancing sales and service skills and performance throughout the Delta Community’s various retail banking channels. They will improve sales/service productivity metrics by initiating sales/service and product knowledge education classes and seminars as well as leading awareness and adoption of key sales/service objectives and initiatives on a routine basis. They facilitate course content and routinely train and coach key stakeholders on their ability to identify, qualify, offer, and close ethical, needs-based sales while providing exceptional service with new and existing members. They will consistently demonstrate and train Delta Community’s core values of integrity, flexibility, dedication, diversity, and ownership.
Essential Functions:

• Facilitate new and recurrent sales and service and product knowledge training courses and programs in support of Delta Community’s retail channels which include but are not limited to Branch Delivery, Member Care Center, and Consumer Lending.
• Identify, develop, and implement new ideas and concepts including specialized coaching and development plans to meet the needs of each individual with the goal of enhancing sales/service performance.
• Use appropriate quantitative from Business Intelligence (BI), Services per Household (SPHH) and Member Satisfaction reports to analyze and enhance retail performance at an individual, branch/department, regional,

and market levels.

• Develop ethical, needs-based sales and service coaching strategies to overcome performance gaps in the following areas of concentration: product knowledge, key sales & service metrics, and employee soft skills.
• Evaluate and monitor all aspects of new and existing employee sales and service performance in conjunction with departmental and organizational objectives.
• Routinely travel to assigned retail branches/departments to coach and support retail stakeholders at varying levels around the EUREKA! sales and service process through one-on-one partnerships, job/task observations, huddles, recurrent training modules, etc.
• Leverage departmental resources to build skill and confidence using EUREKA! skills and behaviors to achieve sales and service results
• Partner with leadership to develop monthly sales and service educational newsletter
• Consistently train and demonstrate Delta Community’s core values of integrity, flexibility, dedication, diversity, and ownership in all stakeholder interactions.
• Complete special projects, as assigned by management.

Other

• This description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.
• This job description is subject to change at any time.