Responsible for conducting PB I Classroom & hands-on training (total of 10 days) with all new PB’s. Back up to Advanced PB Trainer when needed.
Creates and maintains a positive and professional learning environment.
Introduces customer service standards to ensure unique extraordinary customer experience.
Maintains proficiency in bank products and services such as remote deposit, merchant services, lockbox, internet banking, bill pay, mobile banking, mobile deposits, card valet and other customer products
Is a resource for the bank by promoting/cross-selling other bank products and services as appropriate to customer needs.
Schedules and ensures all newly employed and existing personal bankers/branch managers are trained as needed in teller systems, PB Systems, procedures, opening accounts, BNControl, ATM, the Vault, TCR, customer service and introduction to sales and cross-selling.
Schedules and ensures bank Systems training & required compliance training for all employees during their initial onboarding process.
Partners with other departments – HR, Accounting, BSA, Compliance, Credit, Call Center, Deposit Operations, Loan Admin/Loan Operations and Loan officers to include specific training as needed
Able to instruct and motivate trainees through effective training methods both in group and individual settings.
Coordinates the delivery and continuous improvement of training programs as well as ongoing learning opportunities across the bank.
Monitors and measures effectiveness of all training programs.
Proactively works to identify training opportunities.
Monitors employees’ training progression/certifications and prepare plans to ensure employees’ training needs are met.
Communicate and update all training materials.
Responsible for set up of training space or scheduling Zoom/Teams training as needed.
Prints, organizes, and assembles material needed for training (binders, handouts, etc.).
Required Skills and 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Minimum of high school diploma or equivalent and 5 years banking experience as a teller/personal banker; two years as a personal banker trainer and branch manager in a financial environment with a 2–4-year college degree preferred.
KNOWLEDGE, SKILLS, and ABILITIES
Must have “out of box” thinking and teaching skills
High energy, enthusiastic, motivational training style; inspires confidence.
Strong communication skills, both verbal and written.
Superior organizational skills, attention to detail/level of quality, communication (written and verbal), and customer service skills.
Strong people management and leadership skills. Does not talk down to when asked a question but lifts them up with the response.
Demonstrated ability to successfully develop and deliver training programs utilizing skills in instructional design, program design & development and training techniques.
Excellent creative and conceptual thinking abilities.
Strong multi-tasking skills with great attention to detail.
Computer literate with in-depth knowledge of MS office and web-based systems; visual aids technology.
Strong organizational, planning, project management, problem resolution, communication, presentation, facilitation and influencing skills required.
Proactive and self-directed with the ability to prioritize.
Strong knowledge and ability to perform all phases of PB and branch manager duties as according to bank policies and procedures.
Good knowledge of training procedures and techniques.
Knowledge of bank policies and procedures as they apply.