Retail Learning and Development Specialist

RETAIL LEARNING & DEVELOPMENT SPECIALIST

Job Overview: The Retail Learning & Development Specialist ensures internal customer inquiries are addressed in a timely and professional manner, provides engaging and impact one-on-one training, delivers superior customer service while fulfilling customer requests in our headquarters and branches, and deepens relationships through valuable recommendations to existing customers and prospective customers.

The candidate for this position will be responsible for:

• Reviewing previous learned topics to ensure retention of concepts and skills.
• Providing on-the-spot coaching and feedback to the learner.
• Conducting observations, role playing and practice exercises, and answering questions that arise.
• Communicating with leadership on the learner’s performance.
• Assisting in general account inquiry requests from customers.
• Processing transactions through an IBM or teller pod, assisting customers through chat and phone channels, and troubleshooting digital banking services.
• Opening accounts, assisting customers with the maintenance of their accounts, and closing requests.
• Identifying financial needs, cues, and needs-based recommendations of customers.
• Completing outbound calls and referring to business partners as appropriate.
• Responding to email inquiries and answering calls to the Retail L&D support line.
• Occasionally serving as coverage within the branch network and contact center.

Requirements for this position include:

• A high school diploma (or equivalent).
• 2 years of customer service experience.
• Strong written and verbal communication skills including superior presentation skills.
• Self-driven with an ability to prioritize and work independently.

Preferred requirements for this position include:

• 2 years of retail banking experience (teller and new accounts preferred).
• 1 years delivering on-the-job training experience preferred.

EEO/Veterans/Disabled