Retail Trainer

Description

Overview:

The primary function of this position is to ensure consistency in process/procedures/policies between all retail areas, Contact Center, ITM, Branches and Virtual Branch through training programs that equip Meritrust Retail Associates to meet our member needs for products and services.

Duties And Responsibilities

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties will be required and assigned.

New Hire Training

• Complete system access/checklist set up profiles for new hires and update DNA Training modules for use with trainees.
• Deliver appropriate training programs through classroom activities, system simulations, role plays and various L&D methodologies to ensure new hires are equipped to handle requests/questions from our members.
• Put together new hire notebooks/review for relevance/update as needed. Stay apprised of changes within policies/procedures and update classroom materials with these changes.
• Troubleshoot system issues that arise during training on first day and throughout the course of the training program.
• Assist new hires in order appropriate Meritwear.
• Support new hires throughout the training process. Provide feedback to Runway Branch Staff/managers, check ins with new hires and training staff to adjust learning programs as appropriate.
  
  

Ongoing Retail Training

• Continually assess training needs for new products/services or policies.
• Conduct periodic training for Retail Staff on various products including; IRAs, Business Accounts, Fiduciary Accounts, completing Card Services Activities/Disputes, Digital/Online Banking
• Collaborate with various departments to deliver training for new product rollouts to ensure retail teams are able to use new products and support member use.
  
  

Curriculum Development

• Employ various methods to assess training and development needs of retail staff. Develop or update training materials by completing thorough research to assess the needs of associates/managers. Integrate changes in policy/procedures or new product/service information into content as needed.
• Evaluate various teaching methods/activities that will aid in the delivery of concepts and ensure engaging and information learning experience.
• Collaborate with Subject Matter Experts in other departments to bring relevant information to trainees that will help them in their roles.
• Supplement classroom training with online/digital materials. Develop presentations to load into LMS and assign courses/documents/policies to trainees.
  
  

Evaluation

• Evaluate training program effectiveness through assessments, surveys, feedback from trainees and managers.
  
  

Sales/Service Training

• Provide training on the use of the organization’s CRM system to ensure accumulation of critical member data, as well as tracking of product/service use and identifying opportunities for cross-selling to deepen the member relationship.
  
  

Skills

Customer Service Problem Solving Effective Listening

Detail Orientation Organizational Skills Time Management

Team Player/Collaboration Consultative Sales Adaptable

Qualifications

Qualifications

• Minimum of two years job related experience, proficient knowledge and performance of the job responsibilities and capabilities of Virtual Banker.
• Excellent interpersonal and communication skills.
• Experienced team player in a goal-oriented environment.
• High school diploma required. Post high school education, or equivalent, preferred.
• Background in sales, education, and/or finance helpful.
• Excellent computer skills. High level of comfort with using technology.
• Financially astute.