Retail Trainer

First Bank•Wilmington, NC

About The Position

The position of Retail Trainer is to facilitate sales, service and soft skills classes via various delivery channels (e.g. Instructor-Led Classroom, Web-Based, etc.). Serve as primary facilitator for new-hire, back-up, position specific roles (teller, CSR, and Branch Manager). Assist with TCR/ECR implementation, new branch openings / acquisitions, and 1:1 in-branch support as needed. As assigned, represent Training Department on projects, serve as SME for Instructional Design, and participate in design and development of learning solutions. Maintain knowledge of Bank strategy and key sales and service initiatives. Position requires travel across First Bank footprint.

Requirements

Bachelor degree with a minimum of 2 years’ business experience in a customer-facing, service oriented role -Or- High school diploma or GED with a minimum of 4 years’ branch bank experience in a customer-facing, service-oriented role.
Facilitation experience and/or experience presenting to adult audiences of various sizes
Subject matter expertise in customer-facing sales and service
Strong verbal and written communication skills
Demonstrated ability to work well in a collaborative team environment
Ability to multi-task and work with little or no supervision
Strong follow-up and follow-through skills
Proficient in Word, PowerPoint and Excel
Vision, hearing, speech, dexterity, visual concentration.
A valid driver’s license is required.
Must have the ability to stand, walk, sit and use hands and fingers.
Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.
Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations’ environment.
Must be able to pay close attention to detail and be able to work as a member of a team.
Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations.
Must have the ability to exercise discretion as well as appropriate judgments when necessary.

Responsibilities

Facilitate soft skills classes and workshops (systems, sales & service)
Coordinate and conduct on-site training sessions as needed
Cross-train and observe peers for facilitation best practices and to learn how to facilitate additional classes
Partner with Management and Recruiting Team to ensure Education Plan for new hires is coordinated and scheduled correctly
Register learners in Learning Management System
Email any pre-work training assignments
Monitor class rosters for low enrollment
Ensure class materials are ordered, printed, ready for class
Set up classroom for in-person delivery
Schedule and send webinar details for virtual delivery
Review course materials. Log any needed edits and follow up to ensure edits are made and course materials are updated
Email post-work assignments
Email class evaluations
Give learners a completed status in Learning Management System
Research “parking lot” items and email findings to class participants
Maintain knowledge of Bank strategy and key sales and service initiatives; apply to learning solution design and link class concepts to Bank goals and objectives.
Participate in the development and maintenance of core courses, learning tools, job aids and other learning resources.
Perform special project work as assigned
Assist in evaluating the effectiveness of the training and make recommendations to improve and build on current course offerings.
Partner in bank initiatives as assigned.
Completes annual compliance courses.
Adheres specifically to all corporate policies and procedures. Also adheres to Federal and State regulations and laws; including, the Bank Secrecy Act and the Anti-Money Laundering Act.
Adheres to all levels of our Service Excellence standards.
Performs other duties as required.