Retail Training Specialist

Job Description
Job Summary:
We are looking for an engaging Retail Banking Trainer to join our organization and deliver on our mission of employing extraordinary people and providing extraordinary service to customers enabling them to make better financial decisions. This person will deliver training programs for retail banking roles including tellers and customer service representatives. The trainer should be highly motivated to maximize talent, engage our workforce, and allow learners to demonstrate measurable improvement in skills, knowledge, and confidence.
Primary Responsibilities:

• Enthusiastically articulate and promote the bank's Mission, Vision, and Values.
• Seek input and work closely with Retail Banking leadership, Branch Operations leadership, the Corporate Trainer, and Subject Matter Experts (SME) to coordinate, develop, deliver, and evaluate training including consultative sales, customer service, banking fundamentals, product knowledge, skill development, cross-training, new hire training, refresher courses, major procedural updates, new or updated technology, system conversions, and soft skills
• Coordinate, implement and administer training for new and existing customer service representatives and tellers to provide continuous growth and development.
  
  • Training will encompass overall banking knowledge, product knowledge, system applications, consultative selling, procedures, regulations, and compliance.
  • Delivery of training will be delivered via various methods including instructor-led, web-based, and blended instruction in accordance with standard operating procedures, regulatory guidelines, and learning best practices.
• Lead Retail training projects. Serve as host and moderator for corporate training sessions, including assisting with training materials preparation, editing of Subject Matter Experts (SME) materials, recording live sessions, calendaring training, sending invites and reminders, and completing any follow-up required.
• Work with Subject Matter Experts (SME) in taking a consulting approach and maintaining a customer-centric, goal-driven approach rather than product-centric, task-focused approach to training development.
• Challenge the status quo, champion change, and influence others to change with a continuous focus on improvement and offering innovative suggestions to management.
• Problem solve and determine root cause of training and development issues leading to solutions for performance gaps.
• Work with various technology partners to become an expert on system functionality.
• Maintain a Retail training calendar, registration site and all logistics of training.
• Keep current with Central Bank's policies and procedures and maintain knowledge of bank programs and guidelines to support training needs.
• Conduct relationships and activities consistent with established bank policies, procedures and systems, the corporate Code of Conduct, Bank Secrecy Act and all applicable State and Federal laws and regulations.

Requirements
Required Skills Competencies:

• Deep understanding of at-desk procedures, practices, processes, systems, technology, and culture to incorporate into training initiatives.
• Excellent written, verbal, and communication skills for development and facilitation of training.
• Strong attention to detail, time management, and project management skills to be able to work independently and handle multiple priorities.
• Ability to learn and use banking industry terminology appropriately.
• Ability to remain flexible and adaptable in a rapid and changing environment.
• A good workplace attendance record.
• Proven experience in creation and facilitation of learning/training materials.
• Ability to build rapport and relationships across business lines to achieve team success.
• Ability to keep a high level of confidentiality and integrity and appropriately handle sensitive information.
• Proficient in Word, Excel, and PowerPoint. Comfortable adopting new technology and systems to create and deliver training.

Requirements:

• Associate degree or equivalent from two-year college or technical school;
• Minimum of 3 years of experience in a financial institution having performed as a teller, personal/universal banker or assistant manager preferred or a minimum of 3 years of experience in a field that provides the required knowledge, skills, competencies, and abilities.
• Or equivalent combination of education and experience.
• In-person classroom training and virtual training experience. Preference given for blending training experience, a.k.a., offering live training where session enrollment included both in-person and virtual participants.