Universal Banker Training Specialist

Role Summary:

The Universal Banker Training Specialist's primary responsibility is developing, implementing, coordinating and delivering training for new account opening and maintenance of deposit accounts and services. Requires strong knowledge of bank products and services to act as a resource for employees. The Universal Banker Training Specialist works closely with Deposit Operations, Universal Teller Training Specialists, and managers/Sales Leaders.

Principal Duties and Responsibilities:

• Enthusiastically support the bank sales function by providing exceptional service to internal and external customers of the bank.
• Research, prepare, implement and facilitate training programs; provide initial and continued training for Universal Bankers to maintain performance at the highest level.
• Knowledgeable of bank products and compliance requirements to ensure policies and procedures are consistently met throughout the branch network. Conduct product training.
• Assist employees with questions and concerns relating to internal processes and procedures.
• Monitor document errors to ensure efficiency and reduce errors. Evaluate and measure results of internal training.
• Analyze learning needs and goals through feedback, evaluations and Career Path Plans. Create training plans outlining training strategies, objectives and timelines to determine needs.
• Coordinate and conduct continued training for Universal Bankers.

Additional Duties and Responsibilities:

• Assist in developing and maintaining training material, standard operating procedures and policies, as they relate to new accounts and account maintenance. Ensure consistency of resources and tools available to frontline staff.
• Assist with development and facilitation of Training Team-wide efforts as needed.
• Update knowledge and develop professionally on a continuing basis. Participate in internal and external training and development opportunities as required.
• Perform other duties as may be necessary to fulfill the responsibilities of this role.

Knowledge, Skills, and Abilities:

• High school diploma and a minimum of 3 years' new account opening experience or related sales experience required. Previous training experience preferred.
• Strong knowledge of bank branch operations, products, services, policies, regulations and procedures.
• Ability to plan and prioritize work; exercise good judgment in all areas of responsibility; and work effectively under pressure and deadlines.
• Exceptional customer service skills with ability to solve problems and effectively communicate, both verbally and in writing, with customers and employees.
• Ability to effectively evaluate learning outcomes, tolerate various learning abilities and adjust training curriculum as needed.
• Detailed understanding of core systems, Office Suite, software programs and training programs used within the frontline function.

Working Conditions:

Work is performed in a pleasant office environment with minimal chance for personal injury. Frequent mental concentration is necessary for listening and responding to various situations. Must be able to lift and move up to 20 pounds unassisted. Some twisting, bending, and turning is required. Work hours are generally during normal business hours and an average of 40 hours a week. Role requires some travel between locations and unscheduled evening and weekend work.