Training Coordinator

Job Description

POSITION SUMMARY:

Plans, develops, and implements bank training and development programs including Compliance, STEP and Sales, Products and Services, Technology, Operations, Supervisor, Customer Service, Loan, and skills training programs. Designs and implements job-specific training programs including teaching teller trainees their duties at the teller window, as well as train Customer Service Representatives regarding operations, service, and sales. Conducts relationships and activities consistent with established bank policies, procedures and systems, the corporate code of conduct, and all applicable State and Federal laws and regulations. This position may be asked to support other affiliate banks and their training needs, and attend holding company training meetings. This position will also work with other affiliate Training Coordinators on a regular basis to share ideas and implement strategies that will benefit our bank and employees. Assist in the supervision of the Floating Tellers which includes but is not limited to; assisting with scheduling, monitoring and maintaining reports, documenting teller offages and errors, functions of personnel administration, such as employment interviews, training and development, and coaching or counseling with oversight from the Training Manager or Retail Administration.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Design, create, and coordinate staff training programs based on the bank, line of business needs, and employee needs. Use questionnaires and surveys in consultation with managers and staff to analyze training needs. Ensure analysis is based on an understanding of the objectives and goals of the bank and specific department or work group. Make recommendations for training based on analysis of all needs.

Coordinate and/or utilize external training programs and products as needed. Research and analyze information on work-related external training courses, prepare proposals on their suitability, and make recommendations on appropriate courses for staff attendance.

Develop and create training resources by writing content and creating visual displays to fulfill varied training needs for the bank, including needs such as creating product development/knowledge training, procedural development training, and facilitating live meetings. This may involve extensive research, gathering information from a subject matter expert or applying your own knowledge of the specific area to be trained.

Investigate available training methods and procedures to determine the most effective manner to conduct programs. Consult other Holding Company Training Coordinators for training best practices.

Compile and/or revise training materials and manuals when appropriate. Maintain appropriate inventory of training materials and manuals.

Maintain back-up responsibility for bank-wide Compliance training facilitated through online computer based resources, Legendary Service, and teller referral program training. Assist Security Officer with the facilitation of annual security/bank robbery training.

May be asked to assist and support other Holding Company affiliates with their training needs.

Maintain primary responsibility for Teller and CSR technical and sales training.

Work with various management teams, including the Retail line of business, to help develop individual performance improvement plans as needed.

Assist with the facilitation of the quarterly Teller Management Meetings. Assist and participate in the Retail line of business’ monthly meetings.

Conduct training courses, seminars and workshops. These courses may involve demonstrating equipment, leading group discussions, role-playing activities, operating overhead projectors, PC’s, video recorders and cameras.

Evaluate the effectiveness of training programs. Recommend changes in training and development when appropriate. Evaluation involves using such methods as surveys, questionnaires, interviews and observation, and then using the results to recommend changes.

Maintain a neat and organized work area and ensure that all confidential records are secured and/or disposed of properly. Possess a strong attention to detail in all aspects of communication, research, preparation, and facilitation of training. Maintain a professional appearance at all times.

Consistently demonstrate proficiency in providing exemplary training and customer service. Actively listen to managers and employees and maintain a friendly, positive, professional attitude. Resolve difficult situations with tact and diplomacy.

Take responsibility for training equipment and materials.

Obtain and maintain appropriate certifications in training programs, including STEP/Sales, and others as required. Complete or attend all other required training.

Assist in the supervision of the Floating Tellers which includes but is not limited to; assisting with scheduling, monitoring and maintaining reports, documenting teller offages and errors, functions of personnel administration, such as employment interviews, training and development, and coaching or counseling with oversight from the Training Manager or Retail Administration.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

Assist others in the bank as needed and/or directed. May be assigned other duties and responsibilities. May be assigned work or training at other assigned locations.

Requirements

Minimum of two years of banking experience with prior training, teaching or related personnel experience; or equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities preferred.

Good training techniques and presentation skills required. Good public speaking skills are essential, with a demeanor at ease moderating large groups. The position will also provide individualized training as needed to address specific needs.

Creative ability, writing proficiency, and visual graphics design ability necessary to fulfill varied training needs for the bank, including needs such as creating product development/knowledge training, procedural development training, and facilitating live meetings.

Aptitude for research and the ability to analyze information and make recommendations and/or decisions is necessary. An ability to focus on “global” lines of business and/or bank needs is essential for effectiveness in this role.

Strong organizational skills and attention to detail required. Must possess the ability to work independently and effectively, while seeking management input as needed.

Must possess good judgment skills and the ability to handle confidential information.

Ability to read, write and speak English. Effective oral and written communication skills.

Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule formFamiliarity with financial institution products and services, policies and procedures preferred.

Ability to establish and maintain effective relationships with employees, supervisors, and management is critical in this PC skills required; knowledge of Microsoft Word, Excel, Outlook and PowerPoint preferred.

Willingness to assume additional responsibilities/duties/projects as they arise is required.

Ability to maintain regular and predictable attendance is of critical importance, as many staff count on this position to facilitate the training that is scheduled.

Ability to operate teller and office equipment (including computers, calculators/adding machines, telephones, voicemail, electronic typewriters, copy machines, overhead projectors and FAX machines.

Understand teller operations and procedures, as well as thoroughly understand and have knowledge of the new accounts systems and operations. Possess a good level of knowledge of all bank products and services. In addition, this position will learn and possess the ability to train Tellers and Customer Service Representatives regarding service and sales expectations.

Ability to drive a vehicle. Must maintain a current, valid driver’s license and an acceptable driving record for bank insurance purposes.

PHYSICAL AND SENSORY DEMANDS:

Regularly required to sit; stand; walk; talk; see and hear. Regularly required to use hands to finger, handle, or feel objects, tools, or controls and reach with hands and arms. Occasionally required to stoop, kneel, or crouch. Occasionally required to drive.

Frequently lift and/or move up to 25 pounds. Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORKING CONDITIONS:

Work is normally performed in a typical interior/office work environment. The individual experiences little discomfort from noise, dust or other factors. May be subject to standing for extended periods when training. Some travel required to fulfill job responsibilities.