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, PCs, 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, nd 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.