As part of the Somerset Trust Team, it is the expectation that all employees provide exceptional customer service to both internal and external customers, foster positive, respectful collaboration with colleagues across the organization, and uphold the values of the company (Service, Fairness, Honesty).

The Branch Training Specailist is responsible for developing and delivering training to new and existing branch staff to ensure employees have the knowledge, skills, and confidence necessary to provide exceptional customer service while accurately and efficiently performing teller functions. This position coordinates teller training, supports onboarding, reinforces policies and procedures, and works closely with Branch Leadership, Risk, Legal, Compliance, and Deposit Operations to identify and address training needs. This role requires strong knowledge of the core banking systems and procedures and the capability to explain that information to individuals with all levels of experience. 

·         Develop and deliver training programs for new and existing tellers, including classroom, virtual, and hands-on training.

·         Conduct new teller onboarding and provide structured training on teller procedures, systems, products, services, and customer service expectations.

·         Train employees on cash handling, balancing, transactions, check processing, account procedures, security, and fraud prevention.

·         Ensure training materials and instruction are consistent with current bank policies, procedures, regulatory requirements, and operational practices.

·         Collaborate with appropriate departments when refresher training or communications are needed for updated procedures, systems, products, or regulation changes.

·         Evaluate new tellers throughout the training process and communicate progress, strengths, and areas requiring additional development to appropriate branch leaders and human resources as necessary.

·         Provide follow-up support to employees after completion of initial training.

·         Partner with branch managers and supervisors to identify performance or knowledge gaps that may be addressed through training.

·         Maintain accurate training records and documentation, including completion of required training.

·         Assist with the development and updating of teller training materials, job aids, checklists, and reference guides.

·         Demonstrate and promote excellent customer service and professional communication.

·         Serve as a resource to tellers and branch staff regarding teller procedures and operational questions (this includes answering the teller hotline).

·         Participate in branch visits or observations to assess training effectiveness, provide coaching, or remedial training as needed.

·         Assist the deposit operations area with testing of the core teller system and other branch systems as needed.

·         Understand and support all BSA/AML responsibilities as applicable to the position as well as consistently, accurately, and timely carry out these responsibilities in compliance with the Bank’s internal policies

·         Perform other related work and duties as assigned

·         High school diploma or general education degree (GED) required. Some college background strongly preferred, but not required.

·         Minimum 3 – 5 years of teller and/or branch experience required.

TECHNICAL SKILLS

·         Proficient in using Microsoft Office products including Word, Excel, Outlook, Power point.  

·         Must be willing to learn new systems and adapt to emerging technologies.

  LANGUAGE SKILLS

·         Ability to read interpret documents such as procedure manuals and release notes.

·         Ability to write business correspondence, and policies using proper grammar and accurate spelling.

·         Excellent verbal and written communication skills.

·         Ability to effectively present information and train individuals with varying levels of experience.

·         Ability to effectively communicate constructive feedback and coaching.

MATHEMATICAL SKILLS

·         Ability to add, subtract, multiply and divide in all units of measure. 

·         Ability to calculate figures and amounts such as discounts, interest, commissions, bonuses, etc. using a calculator.

REASONING ABILITY

·         Ability to apply common sense, understanding to carry out instructions furnished in written, oral or diagram form. 

·         Ability to deal with problems involving several concrete variables in standardized situations. 

·         Organizational priority setting, and decision-making skills are also required.

PHYSICAL DEMANDS

• While performing the duties of this job, the employee is required to use hands and fingers to operate office equipment, telephones, etc.
• The employee must occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by this job include close vision, and ability to adjust focus

WORK ENVIRONMENT

·         The noise level in the work environment is usually moderate.

BENEFITS AND ADDITIONAL INFORMATION

·         Bank wide bonus, 401(k), ESOP, Medical, Dental & Vision insurance, Health Savings Account, Life Insurance, Paid Holidays, PTO, and Paid Volunteer Time.

·         Work Schedule is Monday through Friday

·         Full-time 37.5 – 40 hours per week

·         Flex Schedule Options Available

This job description is not designed as a comprehensive list of activities, duties, and/or responsibilities and may change at any time with or without notice. The duties and qualifications stated within this job description are representative of the knowledge, skill, and/or ability required for this position.

Somerset Trust Company is an Equal Opportunity Employer, including disability and protected veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.