JOB SUMMARY

Our Customer Experience & Relationship Building Coach helps individuals and teams master the human side of business, how they interact with customers, how they communicate, and how they create positive, memorable experiences that drive loyalty and sales. The role blends training, coaching, and behavior shaping to improve both service quality and business outcomes. Contributes to the banks bottom line by developing and facilitating learning programs focused on the enhancement of product knowledge, sales skills and a variety of soft skills of our frontline bankers. The success of these programs reflect on the positive customer banking experience (their journey) and high engagement of our bankers in their commitment to deliver state of the art customer service, ultimately demonstrating the LSNB DIFFERENCE.

ESSENTIAL DUTIES

Our Customer Experience & Relationship Building Coach focuses on strengthening the skills, behaviors, and mindsets that shape every customer interaction. The goal is to help people communicate more clearly, handle difficult situations confidently, and create experiences that keep customers coming back. Team member may be required to perform additional related duties as assigned, contributing to bank initiatives.

• Facilitates training on new and existing bank products, Relationship Banking C.A.R.E.S. Roadmap, Customer Relationship Management tools, and Customer Service soft skills. 
• Develops course agendas, presentations, manuals, and e-learning modules on the previously mentioned, including continuous updates and recommended enhancements.
• Effectively conducts workshops/seminars where various aspects of our relationship banking roadmap is covered with the objective of improving sales performance and ensuring employees can effectively engage with clients and build lasting relationships.
• Assesses team member performance and training effectiveness through quizzes, role-plays, observations and feedback surveys.
• Develops comprehensive training evaluations to effectively determine the value of specific training tools in order to apply any needed improvements, or modifications.
• Offers coaching sessions to retail Banking Center Managers focused on on the job coaching and identification of training needs.
• Works with internal subject matter experts to assure high quality training is delivered in accordance with adult learning principles.
• Conducts Banking Center Visits in order to identify training needs and reinforce best practices.
• Works closely with leadership and division managers to assess training needs and ensure training programs align with business objectives..
• Develops eLearning course content using various developmental methods such as Adobe Captivate and Camtasia.
• Promotes and fosters a culture of continuous learning and professional development.
• Practices excellent time-management skills to address time-sensitive training needs.
• Ensures training facility and equipment is operational at all times.
• Highly participates in the selection, preparation and delivery of third-party training.
• Stays up to date within the learning and development industry in terms of learning management systems, training design and technological advancements
• Contributes to company culture by fostering communication and cooperation between departments and leadership team members
• Complies with all federal and state laws and regulations, and all established bank policies and procedures
• Maintains current knowledge of all rules, regulations and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML

QUALIFICATIONS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• Bachelor’s degree in education, human resources, management or communication studies (experience equivalent)
• Proficiency in leading discussions, facilitating role-playing exercises and incorporating training methods into sales training programs.
• Experience in leadership development training programs as well as certification in leadership training program development is preferred.
• Knowledge of adult learning principles and experiential learning practices.
• Strong communication, interpersonal, leadership, organizational, training and effective presentation skills.
• Skills should include typing 40 wpm, good telephone etiquette and proficiency with personal computers and Microsoft Office software.
• Attention to detail and mental concentration are necessary for accurately performing tasks with multiple interruptions.
• Must be able to work a flexible schedule Monday-Friday and occasional Saturdays-Sundays.
• Occasional travel to other branch locations/markets may be necessary.
• Bilingual in English and Spanish is desired.

ORGANIZATION

• This position reports to the Director of Training and Development
• This position does not oversee other positions

TRAINING REQUIREMENTS

All employees are required to attend scheduled mandatory trainings and complete online regulatory compliance training courses applicable to their specific job function. In all situations, employees must ensure that their actions fully comply with all federal banking laws and regulations, including internal bank policies and procedures. Failure to adhere to these requirements will be grounds for disciplinary action, including probation and possible termination.

COMMUNITY INVOLVEMENT

Lone Star National Bank’s Mission Statement includes a commitment to helping our communities grow by serving them with pride and integrity.  All employees are encouraged to volunteer for bank sponsored activities, civic, charitable and community events and to be active in the communities we serve.

ATTENDANCE

Punctuality and regular attendance should be regarded as essential functions of any position at Lone Star National Bank. Among other things, "good attendance habits" mean the following:

• Be at your work station ready for work by the start of each workday
• Remain at your work station, unless the needs of the job require being elsewhere, except during authorized breaks (including restroom breaks)
• Take only the time normally allowed for breaks
• Call in and notify your supervisor or another member of management if you are going to be either absent or tardy
• Alternate work arrangements such as telecommuting or working from home are not permitted by Lone Star National Bank

LSNB is an Equal Opportunity/Affirmative Action Employer and does not discriminate in the recruitment, hiring, and conditions of employment on the basis of race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, marital status, disability, age, veteran status, or any other status as protected by applicable laws.

Management reserves the right to change this position description at any time according to business needs.