WSFS Bank is currently seeking a Director of Sales and Customer Onboarding. The Director of Sales and Customer Onboarding will play a critical role in driving the success of our branch sales team, ensuring that every team member has the knowledge, skills, and tools to grow current Customer relationships and drive sales goals and results. In order to achieve this, the incumbent will be responsible for creating, defining, developing and implementing sales methodology, processes, tools and best practices to build the Sales & Customer Onboarding department and create an outstanding customer journey from product discovery to product adoption and engagement.
This role will develop and implement new processes and best practices for the Sales and Customer Onboarding in both the branch and Contact Center channels, while updating any existing processes and proactively identifying and minimizing bottlenecks, friction and inconsistencies in the sales process. The incumbent will ensure that WSFS Customers are fully integrated and onboarded into the different products and services, and that they are receiving the maximum benefit from them. Additional responsibilities include determining training needs of customer facing Associates by observing sales encounters, studying sales results reports and conferring with managers; ensure reference materials are kept up to date; design and implement pre and post sales processes to improve conversion and adoption rates; gather Customer product feedback and work with product management to share product roadmap development; and develop metrics for success for the overall performance of the Sales & Onboarding team. The Director of Sales and Customer Onboarding will play a key role in the implementation of a new CRM solution for the Retail division and will be required to work closely with Retail Performance, Delivery and Human Capital Management to develop sales incentive programs and compensation planning to increase sales productivity.
This is a full-time position, located at the WSFS Bank Center in Wilmington, DE.
• Bachelor's degree is required. • Must a minimum of 10 years of experience in the financial services industry, which includes Consumer, Small Business Banking and Mortgage. • Must possess experience in building competency and certification programs for sales Associates. • Experience with CRM software and sales proposal/quoting software is required. • Experience with SalesForce is preferred, but not required. • Must possess excellent knowledge of training fundamentals and adult learning theory. • Previous management experience influencing and managing across multiple teams, skillsets and experience is required. • Must be detail oriented and well-organized. • Must have strong problem-solving skills. • Must possess strong communication skills with the ability to build relationships.
Physical Demands: The physical demands described below must be met by an Associate to successfully perform the essential functions of this job.
• Incumbent will be required to stand for extended periods of time. • Incumbent may be required to sit for prolonged periods of time. • Dexterity is mandatory as this job requires frequent use of hands and fingers. • The incumbent will be required to walk, reach with hands and arms, push items overhead, occasionally climb or balance, stoop, kneel, crouch or crawl. • The incumbent will also be required to talk, hear, see, read and write. • This position requires regular lifting and moving of 10-25 lbs. • Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus.
Cognitive Demands: The cognitive demands described below must be met by an Associate to successfully perform the essential functions of the job.
• This position requires adaptability, assessing, analyzing, calculating, dependability, memorizing, good judgment, stress control, prioritization, social skills and speaking. • This position requires comprehension, organization, reasoning and decision-making, communication and mathematical ability. • Incumbent must possess the capability to understand, remember, and apply oral and/or written instructions or other information, organize thoughts and ideas into understandable terminology, prioritization of own work schedule, apply common sense in performing job duties and making decisions which have impact on immediate work unit. • Incumbent must be able to understand and follow basic instructions and guidelines, complete routine paperwork, use existing form letter and/or conduct routine oral communication, communicate with individuals using a telephone, hear and speak effectively on the telephone, express or exchange ideas by means of spoken word, communicate orally with others accurately and quickly, at an audible level that others can hear. • Incumbent must also have the ability to count accurately and the ability to add, subtract, multiply, divide and record, balance and check results for accuracy.