Retail Learning Specialist

Description

POSITION SUMMARY:

Create and execute training and development plan for retail staff into Personal Relationship Bankers. Review development plan and ongoing training to allow for continued growth in skill set and knowledge on the front line. Evaluate progress and expertise and adjust training plans accordingly. Schedule and facilitate trainings around new account opening, sales, and consumer lending. 

OBJECTIVES OF THIS ROLE:

• Utilize sales training skills to provide outstanding customer service, coach staff members on service skills.  
• Work with Retail leadership to help implement sales process in all initial training for tellers and new accounts
• Maintain confidentiality of customer and employee information. 
• Actively participate in vendor and software user group forums and attend annual user meetings to ensure the bank is using the latest method of technology, attend training as required.

RESPONSIBILITIES:

• Train Personal Bankers / Tellers basic new account opening, and cross-selling / referrals – deliver training in professional and enthusiastic manner. 
• Coordinate teller operations as follows:
• Promote consistency in transaction operations that policies and procedures are applied uniformly at all locations and suggest new policies or changes to existing policies as needed. Update documentation of policies and procedures as needed. 
• Develop and implement teller training programs relating to products & services offered, software systems utilized by tellers, regulatory requirements and internal policies & procedures.
• Measure and evaluate the effectiveness of training and progress of each trainee. Make appropriate recommendations to the trainee’s supervisor.
• Plan and participate in weekly Branch Supervisor/Manager Connection Meetings.  
• Assists in development of assessments, assigning, grading, and tracking assessments to assist in helping new tellers with their journey through the Phases of the Development Plan
• Facilitate training of new consumer lenders.  
• Develop and design training and materials.
• Research and make recommendations for teller software updates and/or new software.
• Coordinate online training for the retail staff.
• Assist with identifying needed policy changes
• Comply and satisfactorily pass tests for bank policy and regulatory compliance that apply to position.
• Maintain education and professional expertise through attendance at job related seminars, conferences
• and workshops.

Requirements

 QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE Associates Degree or equivalent from two-year college or technical school plus three years of bank teller experience, experience as trainer/teacher; or equivalent combination of education and experience. Strong communication skills Experience with bank teller, new account, and consumer lending software a plus.

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

MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY 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.

ADDITIONAL REQUIREMENTS: Certificates and Licenses

• Valid Driver’s License

COMPLIANCE:

• As generally applicable to F&M Bank and commensurate with these job functions, this job role includes accountabilities for following Bank policies and related procedures, as well as regulatory requirements involving federal and state laws, regulations, and related guidance.
• Compliance with Bank Secrecy Act (BSA), including accurate completion of Currency Transaction Reports (CTR) when applicable, Anti-Money Laundering Act (AML), Office of Foreign Asset Control (OFAC) and the USA PATRIOT Act. Adhere to Customer Identification, Customer Due Diligence and reporting of suspicious activities to the BSA Department.

NON-EXEMPT/HOURLY COMPETENCIES:

• Job Knowledge: Understands duties and responsibilities, possesses necessary job knowledge and technical skills, maintains job knowledge current.
• Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
• Attendance: Employee is expected to adhere to the attendance and break policy and communicate with your supervisor about anticipated time off or modifications to break times.