Training Specialist - Retail Banking (on-site only)

JOB TITLE:  Training Specialist – Retail Banking (on-site only)

DEPARTMENT:  Human Resources

REPORTS TO:  Learning and Development Manager 

Minimum of 2 years’ experience utilizing COCC Insight banking software including teller transactions and personal/universal banker new account opening, maintenance, and inquiries. 

Position Summary:   

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. This position will work under the direction of the Learning and Development Manager.

Duties and Responsibilities:

• Articulate and promote the bank's mission, vision, and values.
• Partner with Retail Banking leadership, Branch Operations leadership, the Corporate Trainer, and all applicable Subject Matter Experts (SME).
• Coordinate, develop, deliver, and evaluate training. Coordinate, implement and administer training for new and existing customer service representatives and tellers to provide continuous growth and development.
• Training will include consultative sales (needs-based customer profiling), customer service, banking fundamentals, product knowledge, skill development, cross-training, new hire training, refresher courses, major procedural updates, new or updated technology, system conversions, fraud recognition and customer service focused soft skills.
• Training will encompass overall banking knowledge, product knowledge, system applications, consultative selling, fraud detection, procedures, regulations, and compliance.
• Delivery of training 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.
• Apply a consulting approach and maintaining a customer-centric, goal-driven approach to development.
• Challenge the status quo as it relates to traditional outdated processes and customer sourcing methods, champion change, and influence others to change with a continuous focus on internal improvement, promoting an enhanced customer experience and offering innovative suggestions to management.
• Problem solve and determine root cause of training and development issues which will ultimately lead to effective solutions for performance gaps.
• Work with various technology partners to become an expert on system functionality and be prepared to teach others as changes to systems arise.
• Will work with the Learning and Development Manager to maintain a Retail training calendar, registration site and all logistics of training.
• Keep current with Dime Bank's policies and procedures and maintain knowledge of bank programs and guidelines to support training needs.
• Foster relationships and promote 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.

Required Skills & Competencies:

• Deep understanding of Retail banking 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.
• 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.

Education and Experience Requirements:

• Associate degree or equivalent from two-year college or technical school.
• Minimum of 2 years’ experience utilizing COCC Insight banking software including teller transactions and personal/universal banker new account opening, maintenance, and inquiries. 
• 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 desired; blending training experience, a.k.a., offering live training where session enrollment included both in-person and virtual participants.

Equipment Used:

• General office equipment, i.e., calculator, photocopier, etc.
• Computer
• Coin machine
• Bill counter

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.