• Retail Client Engagement Coach

    Job Location US-MA-Brockton
    Job ID
    Position Type
    Exempt Full-Time
    Branch Administration [002001]
  • Overview

    Under the direction of the VP Branch Director this individual will be responsible for improving sales skills of retail team members to support the retail sales mission.  This will be accomplished through a variety of regular and ongoing sales activities, skills practice sessions, and sales programs in concert with established service excellence standards. 



    Plans, organizes and delivers retail sales coaching activities through effective communication, onsite observations and regular feedback.


    Enhances selling skills, behaviors and strategies of retail team members, conducting regular sales coaching and skill builder sessions in a group or one on one to improve sales performance and achieve long term business objectives.


    Will work collaboratively with the training department to ensure alignment of skills, knowledge and sales coaching strategies.


    Analyzes sales data, statistics, and trends to identify areas for continued focus and improvement.  Will research industry trends for evolving techniques or tools to improve sales success. 


    Will work collaboratively in developing and enhancing the CRM/Sales tracking system to ensure effective and accurate sales tracking and reporting.  This will include but not limited to onboarding, referrals, business development lead tracking and cross sell tracking.  


    This individual will analyze data and develop and track sales metrics.  Will also be responsible for supporting the retail team in identifying prospects, deepening customer relationships and driving overall sales success.  


    This individual will be a resource regarding sales knowledge and sales effectiveness and will be responsible for developing new tools and sales programs to accelerate sales success in concert with our service excellence and customer-centric culture.


    This individual will work to improve and enhance the skill set in small business through product education, consultative sales training and coaching in the development of effective networking and prospecting skills.  Strategies will support the goal of building a “best in class” business team who are the “go-to” advisors for small business clients.


    Provides and directs retail team members in the consistent delivery of sales through service excellence, and a consultative advisory approach.


    Provides direction in the development of service standards, shops and surveys to promote relationship building and unparalleled customer experience. 


    Will drive achievement of sales goals through regular and consistent team member coaching, goal setting, and organizational sales techniques. Sets a good example, inspires confidence and respect among the retail team.


    Works with VP/Branch Director, Retail Administration and Marketing to evaluate the opportunities of branch markets and develop sales strategies and marketing recommendations to support growth objectives throughout the footprint.


    Assists in the roll out of new branch designs and layouts leveraging new technologies and “relationship banker” roles. Responsible for driving new engagement practices, and coaching to lobby management expectations and conversations in new branch models. 


    Ensures branch staff adheres to policies, procedures and regulatory requirements throughout the sales process.  Communicates any sales process or sales policies and procedure changes to retail team members.  Ensures the suitability of recommendations through sales practices that are customer-centric.


    Oversee and ensure accuracy of work in accordance with regulatory and internal control standards.


    Maintain an excellent understanding of the Bank's retail products and services as well as the local market.


    Monitors and controls sales related expenses on an ongoing basis.


    Demonstrates and promotes high ethical standards and behaviors.  Respects, promotes and values diversity.


    Regular travel amongst all retail branch locations will be required.




    Monitor employee understanding and consistency in use of sales skills and quality service standards.


    Participate in community events.


    Compile required and special reports as requested.


    Responsible for special projects as assigned.




    Bachelor's degree or equivalent from four-year college or technical school, and a minimum of four years of direct recent sales coaching experience.

    Experience working with CRM systems, sales monitoring tools, reporting and analyzation of data.  Project management experience preferred.


    Demonstrated ability to be successful in an independent sales environment.  Solid knowledge of sales strategies with a proven ability to develop small business relationships in the target market. Excellent interpersonal communication skills.  At least three years of prior business development experience combined with a good understanding of credit products and lending requirements is preferred.



    Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.



    Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry to practical situations.



    Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.


    HarborOne Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



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