Retail Trainer

Job Details
Job Location
Evansville - Evansville, IN
Education Level
4 Year Degree
Travel Percentage
Negligible
Job Category
Banking
Description
RETAIL TRAINER
DEPARTMENT: Retail BankingREPORTS TO: Retail Market Operations Manager
Officer Status: Non-Officer SUPERVISES:None
LOCATION: Evansville Region; Incumbent may be assigned and re-located to a branch within the Evansville Region as staffing and business initiatives dictate.
FSLA/STATUS: Non-Exempt/Full-Time
Work Schedule: Monday through Friday, 8:15 a.m. until 5 p.m.; some evenings and over-time may be required if business and staffing needs dictate.
Saturday rotation in Southern Market/Evansville Branches.
First Federal was established on Evansville, Indianas Westside in 1904 and is a community bank currently serving the residents of Southwest Indiana with seven branch offices located throughout Posey, Vanderburgh, and Warrick Counties. Two Home Building Savings Bank branches, which are located in Daviess and Pike County respectively, are also owned by First Federal.
Full-time employees of First Federal are offered a comprehensive benefit package including Paid Time Off, up to 11 paid Holidays, 401k, ESOP, company paid Disability and Life insurance and Health and Wellness Options including Medical, Dental, Vision, Life and Supplemental Insurance. Our Part-time employees are eligible for up to 11 paid Holidays and can choose to enroll in Dental, Vision and Supplemental Insurance, and participate in clinic healthcare services.
Aside from that, all employees can expect to receive discounted bank services such as free checks, discounts on loans, waived processing fees and much more.
SUMMARY/OBJECTIVE
The Retail Trainer is responsible for the operational and sales training of Retail employees, producing new and modifying existing training programs and developing new and updating existing banking Retail procedures. This position also provides support to Retail Banking and assists in coaching the customer on-boarding culture and appropriate products to cross-sell to our demographics. This position actively searches, creatively designs and implements effective methods to educate, enhance performance and recognize performance.
PREFERRED EDUCATION AND EXPERIENCE

• Bachelors Degree (Four-year college or university) or four years of related experience
• Five plus years of actively cross-selling, increasing new households and growing deposits or job-related experience
• Experience with utilizing Fiserv Cleartouch preferred

Qualifications
MAJOR DUTIES & RESPONSIBILITIES

• Consult and advise the Retail Market Operations Manager, Retail Market Sales Manager, Department Heads, Branch Managers and Human Resources to develop procedures, tutorials and documentations to identify areas for improvement and apply changes to the sales training of Retail employees
• Develop and execute training programs and curriculum for Retail employees with a specific focus within the following areas:
  • 1. Assist with new employee orientation;
  • 2. Teller Training;
  • 3. Operational policies and procedures;
  • 4. Core operating system and other technology-based bank applications;
  • 5. Region-wide customer satisfaction is being followed and is consistent;
  • 6. BSA, Fraud and other compliance training;
  • 7. Manages and Oversees BAI Training for all employees;
  • 8. Product knowledge exchange; and
  • 9. Other curriculums as directed or required.
• Write and organize training initiatives and review, evaluate and modify existing and proposed programs; as well as recommending any appropriate changes
• Mentor trainees during their training period and provide assessment feedback to managers
• Schedule the appropriate classroom, prepare the physical set up, and ensure all supplies are ready for the training program
• Maintain the Branch Operations Intranet webpage and ensure the information is up to date
• Write standard operating procedures for the branch network or update standard operating procedures as changes in processes or regulation occur
• Travel to all branch offices to assist with follow up training of branch employees in person, as needed
• Exemplify the desired culture and philosophies of the organization
• Maintain a level of trust and responsibility by keeping all customer business confidential
• Support or provide back up to other branch offices as business needs dictate and during assigned monthly Saturday rotation
• Thoroughly understands and is the Market expert for the role(s) Teller and Lead Teller
• Knowledgeable of branch operations and updated security controls to ensure all branches and employees are properly trained, using them, and for continuing education
• Accountable for following Standard Operating Procedures (SOPs)
• Stays abreast of any changes on Policy and Procedures and/or Standard Operating Procedures
• Knowledgeable of and compliant with established procedures relating to Deposit, Consumer, and Retail compliance
• Ability to work with minimal supervision daily and still completes tasks error free
• Support or provide back up to other branch offices as needed and during assigned Saturday schedule
• Analyze training needs to develop new training programs or modify and improve existing programs
• Participates in Corporate and Market level meetings, training projects and initiatives as required by management
• Perform additional duties as requested, needed, or assigned

KNOWLEDGE, SKILLS & ABILITIES

• Knowledge of deposit compliance.
• Sales experience, particularly in cross-marketing products and services
• Strong organizational skills and ability to multi-task
• Ability to adapt to a changing environment with a positive attitude
• Excellent interpersonal, communication and organizational skills
• Strong leadership abilities
• Understanding of financial products and services
• Ability to work in a team environment and partner with a positive attitude with new hires, peers, business partners and management.

COMPETENCIES NECESSARY TO BE SUCCESSFUL IN THIS POSITION
CUSTOMER FOCUS
Behaves with the customer in mind. Dedicated to meeting the customers needs and expectation. Works with the customer to understand and uncover their issues and/or needs. Interacts with customers in a courteous, professional, and knowledgeable manner. Conducts all company transactions and interactions in an honest, professional, and ethical manner. Gains customers trust and respect by establishing and maintaining relationships. Remains composed and does not become defensive or show irritation when confronted with disgruntled customers. Cultivates a customer-focused attitude.
JOB KNOWLEDGE
Understanding and proven experience of job responsibilities. Ability to make sound decisions drawing on knowledge and experience. Capable of analyzing and resolving customer or work-related issues. Perceived by customers and co-workers as a skilled problem solver, knowledgeable, and a valuable business resource. Mentors others on how to exhibit functional knowledgeable and skills. Demonstrates initiative growing personal knowledge, while developing personal skills and leadership capability. Understanding of current bank technology and initiative in learning new bank technology.
ACCOUNTABILITY
Follows Standard Operating Procedures (SOPs) for cash handling and manages large sums of currency with accuracy. Complies with Right to Financial Privacy Act as it relates to the position and position's responsibilities. Follows Standard Operating Procedures for Branch Security. Complies with Bank Secrecy Act as it relates to the position and position's responsibilities. Follows Standard Operating Procedures for customer transactions. Understands objectives, priorities, and critical performance measures required to meet customer and company goals. Stays abreast of own performance and manages performance to achieve expected results. Keeps management informed of progress, issues and potential roadblocks in reaching goals. Actively seeks out feedback on own performance from peers and company management to identify and address areas of individual weakness that may affect department and company performance.
DECISION QUALITY
Demonstrates good judgement. Makes timely, effective decisions without avoidance. Makes use of analysis, wisdom, experience, and judgement. Can cope with change and shift gears comfortably. Does not become agitated when aspects of a situation are unclear and needs to be researched further or looked up to management for direction. Able to approach complex tasks by breaking it down, using logic and reasoning to make a sound fact-based decision. Can consider alternatives, weigh the cost, benefits, and risks involved for the customer and company in any decision.
SALES FOCUSED
Promotes and cross-sells bank products and services and achieves the required number of referrals. Consistently demonstrates appropriate customer on-boarding procedures. Quickly assesses prospects potential for opportunity. Results oriented. Demonstrates the ability to adapt behavior to overcome obstacles needed to achieve expected results.
INTEGRITY
Widely trusted as a direct, honest person who can present the truth in an appropriate and helpful manner. Keeps confidences and owns up to mistakes. Consistently acts with a high degree of professionalism and ethics. Keeps commitments. Conveys credibility, trustworthiness, and good judgment when making suggestions. Genuinely concerned for people, treating everyone with dignity and respect. Always a professional, representing the company in the best possible manner in speech, dress, and conduct.
INITIATIVE
Demonstrates initiative by looking for and suggesting solutions to problems without coaxing. A self-starter continually looking for ways to improve his/her effectiveness. Proactively involves appropriate individuals to resolve issues in a timely manner.
Ability to work with minimum supervision or direction. Willingness to seek out and take responsibility for additional work assignments. Resist getting stale; committed to personal and professional development; self-directed in pursuit of resources that assist continuous learning. Supports innovation and organizational improvement initiatives. Works to implement organizational change. Actively supports company's mission statement of proving shareholder value through increased profitability, quality and growth by building loyal, profitable customer relationships within the tristate. Acts as a champion for change by encouraging peers to embrace change initiative.
QUALITY/QUANITY OF WORK
Eliminates roadblocks and distractions; remains focused. Adapts priorities to changing circumstances. Produces acceptable amount of work within established time limits. Maintains a high quality of work even as quantity increases.
No unnecessary, repetitious, and/or unacceptable levels of errors with work. Produces and maintains required, compliant, and accurate work. Is thorough in review of their work. Looks for ways to continually improve productivity. Adjusts workflows and prioritizes tasks.
ADHERENCE TO POLICIES & PROCEDURES
Demonstrates positive commitment to companys goals, initiatives, and policies and procedures through communication and actions. Compliant with maintaining customers, company and employee's confidential information. Uses good judgement in seeking guidance on a company policy or procedure. Honesty and integrity in handling all company, customer and employee related issues.
INTERPERSONAL RELATIONSHIPS
Ability to communicate clearly, accurately, concisely, and compelling to diverse personalities, on all levels, in both verbal and written communication. Ability to adapt communication methods based on situations and personalities. Ability to present to customers, co-workers and management with poise, authority, and clarity and to respond appropriately to questions, objections, or challenges. Strives to understand others issues, opinions, and needs. Works to establish lasting professional relationships and earn the respect and trust of customers, co-workers and management. Shares thoughts, feelings, and rationale so that others can understand your position. Remains composed and does not become defensive and/or irritated when confronted with adversity. Is receptive to and implements suggestions for improvement. Demonstration of commitment to the directive of the organization by actively and positively supporting management decisions.
LEADERSHIP
Ability to organize people, work tasks, and resources to effectively accomplish company and/or department goals. Ability to influence the performance of others with effective communication, training for improvement and guidance for growth.. Demonstrates a strong sense of and works within a strong boundary of respect, integrity, maturity, responsibility, and ethics in all actions.
ADA REQUIREMENTS
Work is performed in a professional office environment. Role routinely uses standard office equipment such as computers, phones, copiers, scanners, printers, filing cabinets, and fax machines. Sitting for long periods of time; May be required to lift items weighing up to 25-lbs. Would require the ability to lift files, open filing cabinets and bend or stand as necessary. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
EQUAL EMPLOYMENT OPPORTUNITY POLICY
First Federal Savings Bank is proud to be an Equal Employment Opportunity and Affirmative Action employer. We are committed to providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability...