Retail Training Specialist

PRIMARY PURPOSE OF JOB This position’s primary goal is delivering training to retail banking employees which equip them with the knowledge, skills, and tools needed to perform their roles effectively and in compliance with regulatory standards.
EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS

Southern Bank team members exhibit Southern Bank’s values, which can be remembered with the acronym FIRSTS. We teach our team members about our “values in action,” which give further examples of how we can live out Southern Bank’s values.
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We act as a FAMILY – We know we’re not a related family, but we really care about people, both personally and professionally. We like knowing that our skills, our time, and our efforts contribute to the overall success of those we spend time with every day.
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We move with INNOVIATION – We push for better ways to solve problems. We are not afraid of a challenge; we’re driven to develop new ideas and solutions using creativity and experience. We are committed to leading, devising new solutions for all kinds of obstacles.
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We are ROOTED – We’re from here. These communities are our homes, and we are deeply invested in making our hometowns the best that they can be. We are firmly committed to success in the places where we’ve known people our whole lives.
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We prioritize SERVICE – We put others above ourselves. We make intentional decisions and take action to benefit others, be it in our daily work with our customers and fellow team members, or in volunteering our time, money, and energy in our communities.
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We build TRUST – We strive to be reliable and trustworthy, honest and transparent. We are dedicated to doing what’s best for our team members, our customers, and our communities, and they can be confident that we are who we say we are.
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We are a source of STRENGTH – We have a capacity and resilience that has come through years of experience and growth. We are able to support those who count on us and those who need us can rely on us.

Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations.

ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS

Onboarding new Personal Bankers with foundational knowledge about bank products, systems, and procedures;

Assists, trains, and mentors all branch retail staff by being their primary point of contact for the region as a whole;

Collaborate with team members to review and update training and reference materials;

Participates in a welcoming lobby experience, working with or directing customers to an appropriate team member based upon their identified needs and encourages utilization of products when necessary;

Promotes teamwork in the branches to ensure a positive overall customer experience;

Helps to foster teamwork in the branch to ensure a positive overall customer experience by participating proactively in branch activities;

Defines and offers solutions to resolve problems. Resolves more complex customer issues. Uses knowledge of the bank to identify helpful resources;

Identifies financial needs of customers and presents all appropriate product and service options by working cooperatively with appropriate internal team members;

Proactively educates customers on utilizing available access channel;

Acts as business product and services expert in the branch, included but not limited to, cash management services, remote deposit services, ICS/CDARS and merchant services;

Maintains thorough knowledge of procedures required for ATM/ITM settlement, night depository, vault cash, safe deposit, opening/closing procedures, ordering cash, and preparation of cash for shipment and receipt of cash shipment;

Maintains thorough knowledge of bank regulatory requirements included, but not limited to, Bank Secrecy Act, Regulation CC, Regulation E, Customer Privacy and Information Security;

Takes ownership of the customer experience, including opening accounts with other products conveyed to the customer and resolving service issues as appropriate through follow-up;

Maintains proficiency in bank products and services such as internet banking, bill pay, mobile banking, mobile deposits, card valet and other customer products;

Prepares and compiles more complex new customer data to open new accounts including, but not limited to, commercial/business checking, individual, retirement accounts, trusts, estates, IOLTA’s, representative payees, etc.;

Maintains trustworthiness, character, professionalism, confidentiality and honesty in dealing with internal or external customers;

Adheres to Southern Bank Telephone Standards, supporting a favorable environment for open communication and addresses concerns or problems in an open manner;

Maintains reliable attendance with the ability to work a schedule that may include working nights, weekends, and holidays;

Must be able to assist at various branches across Southern Bank’s footprint when needed and travel for training on a quarterly basis;

Must be able to assist in bank mergers which may require overnight stays for a week at a time; and,

Performs all other duties which may be assigned.

KNOWLEDGE, SKILLS AND ABILITIES

Demonstrated positive and helpful attitude toward both internal and external customers;

Ability to multi-task and work under high-stress situations;

Capability to work in different environments and adjust to different surroundings often;

Good interpersonal communication skills, including the ability to use effective communication skills, understand procedures, and speak clearly to customers, employees and supervisors;

Good computer skills; and,

Excellent customer service skills.
EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS

One year of banking experience preferably in Front Line Retail or Operations;

Prior training experience preferred;

High school diploma or equivalent.
CORE COMPETENCIES
Exhibits Southern Bank’s values, as further described through our values in action.
Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.
Applied Learning: Assimilating and applying new job-related information in a timely manner.
Quality Orientation: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.