Retail Banking Training Officer

Description

The Retail Banking Training Specialist, is a critical role focused on maximizing the effectiveness of the bank’s core applications, including but not limited to Jack Henry products such as SilverLake, OnBoard, Teller, and Banno People. This individual will collaborate with retail banking, lending, and operations teams to develop procedures, deliver training, solve problems, and ensure employees achieve intermediate to advanced proficiency with the systems.

Guided by Saco & Biddeford Savings Institution’s cultural values of trust, accountability, integrity, excellence, and empowerment, this role fosters employee confidence, operational efficiency, and Customer-first mindset. The position is dynamic, evolving beyond system-specific expertise to continuously support operational growth, innovation, and excellence.

Essential Functions:

• Provides professional, courteous, and efficient service to all internal and external customers, reflecting the Bank’s commitment to high standards of integrity and service excellence.
• Embrace the Bank’s core values: Caring & Compassion, Excellence, Relationships, Trust, and Enrichment. Be a source of possibilities.
• Perform miscellaneous duties or special assignments as required, always aligning with the Bank’s values of integrity, service, and collaboration.

System Expertise and Support:

• Serve as the retail subject matter expert on core banking applications such as Jack Henry SilverLake, OnBoard, Teller, and Banno People.
• Provide daily support to employees encountering technical issues or knowledge gaps.
• Stay current with system updates and new features, ensuring the bank leverages them effectively in partnership lending, technology, and operations teams.

Training and Development:

• Develop and deliver comprehensive training programs for employees to reach intermediate and advanced proficiency levels with core applications, ensuring designated employees are equipped to provide frontline support before escalating issues.
• Create and maintain training materials, including guides, videos, and FAQ’s, tailored to various learning styles.
• Conduct ongoing assessments to identify skill gaps and address them proactively.

Operational Optimization:

• Analyze and improve operational workflows to enhance efficiency and productivity across the bank.
• Identify areas where technology can drive operational improvements and recommend solutions.
• Ensure procedures are aligned with regulatory and operational best practices while optimizing usability and efficiency.
• Regularly review and refine procedures to adapt to system enhancements and evolving operational needs.
• Works with internal stakeholders across retail, operations, lending, and technology teams to streamline processes, enhance training methodologies, and create scalable solutions that drive consistency, efficiency, and compliance throughout the organization.

Continuous Improvement:

• Partner with leadership to identify future needs and build scalable solutions to address them.
• Explore ways to integrate new technology or methods that enhance the role’s long-term value.

Other Duties and Responsibilities:

• Attends all required meetings and training, maintaining a commitment to personal and professional growth in alignment with the Bank’s values.
• Complies with federal and state banking regulations, as well as with all bank and department policies and procedures.
• Interacts harmoniously, professionally, cordially and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
• Serve on various committees as assigned, actively contributing to the improvement of branch operations and customer satisfaction.

Working Conditions:

• Physical surroundings are generally pleasant and comfortable with protection from weather conditions, though temperature changes may occur.
• Ability to sit or stand with freedom of movement, regularly alternating between both positions.
• Ability to stand for extended periods of time when necessary, contributing to a dynamic and active work environment.
• Extensive operation of computers and office equipment requiring dexterity, coordination, and frequent use of hands.
• Moderate lifting (up to 35 lbs.), standing.

Requirements

Position Qualifications and Education Requirements:

• Bachelor's degree preferred, with majors in business, technology, or a related field.
• 3-5 years of experience in retail banking, operations, or similar role.
• A proactive mindset with the ability to anticipate challenges, adapt to change, and drive continuous improvement.
• Strong knowledge of Jack Henry banking applications (Silverlake, OnBoard, Teller, Banno People) or similar financial systems.
• Proven experience in training, and system support within a banking or financial services environment.
• Excellent communication skills with the ability to engage and train employees across various roles and skill levels.
• Highly organized and detail-oriented, with the ability to manage multiple priorities effectively.
• Ability to develop, document, and refine procedures that improve operational efficiency.
• Strong analytical and problem-solving skills with a focus on practical application of banking technology.
• Proficiency in Microsoft Office Suite and operational reporting tools.
• Dependable and punctual, adhering to attendance standards and demonstrating accountability in all actions.
• Ability to work independently and as a team player, contributing to a supportive and collaborative work environment.
• Strong attention to detail, ensuring that all tasks are completed to the highest standards of accuracy and compliance.
• Proven ability to deliver quality work during times of increased volume, demonstrating resilience and a strong work ethic.
• Ability to, with or without accommodations, read/see documents and computer screens, communicate in person via telephone or Zoom calls, and use a computer and other office equipment.
• Ability to travel to all Bank locations, ensuring a flexible and adaptable approach to meeting organizational needs.