Retail Training Specialist

SOUTHERN BANK•Saint Joseph, MO

11d•Onsite

About The Position

The Retail Training Specialist delivers training to retail banking employees, equipping them with the knowledge, skills, and tools needed to perform effectively and comply with regulatory standards. The role onboards Personal Bankers, serves as a regional point of contact for branch retail staff, and supports employee development through training, mentoring, and maintaining training and reference materials. The position also performs customer-facing branch duties, including supporting a welcoming lobby experience, identifying customer needs, explaining products and services, resolving service issues, and promoting available access channels. The specialist maintains knowledge of branch operations, bank products, and applicable regulatory requirements, while supporting a positive customer experience and teamwork across branches. The role is based at the St Joseph Frederick Branch in St Joseph, Missouri. It may involve assisting at various branches across Southern Bank’s footprint, quarterly travel for training, and overnight stays for up to a week during bank mergers. The schedule may include nights, weekends, and holidays.

Requirements

One year of banking experience, preferably in Front Line Retail or Operations.
High school diploma or equivalent.
Demonstrated positive and helpful attitude toward internal and external customers.
Ability to multitask and work under high-stress situations.
Ability to work in different environments and adjust to different surroundings often.
Good interpersonal communication skills, including communicating effectively, understanding procedures, and speaking clearly with customers, employees, and supervisors.
Good computer skills.
Excellent customer service skills.
Ability to maintain reliable attendance and work a schedule that may include nights, weekends, and holidays.
Ability to assist at various branches and travel quarterly for training; merger support may require overnight stays for a week at a time.

Nice To Haves

Prior training experience.

Responsibilities

Onboard new Personal Bankers by providing foundational knowledge of bank products, systems, and procedures.
Assist, train, and mentor branch retail staff as the primary point of contact for the region.
Collaborate with team members to review and update training and reference materials.
Participate in a welcoming lobby experience and direct customers to appropriate team members based on their needs.
Promote teamwork and participate proactively in branch activities to support a positive customer experience.
Resolve customer problems, including more complex issues, and identify helpful bank resources.
Identify customers’ financial needs and present appropriate product and service options in cooperation with internal team members.
Educate customers on available access channels.
Serve as a branch expert on business products and services, including cash management, remote deposit, ICS/CDARS, and merchant services.
Maintain knowledge of procedures for ATM/ITM settlement, night depository, vault cash, safe deposit, opening and closing, ordering cash, and handling cash shipments.
Maintain knowledge of bank regulatory requirements, including the Bank Secrecy Act, Regulation CC, Regulation E, customer privacy, and information security.
Take ownership of the customer experience, including opening accounts and following up to resolve service issues.
Maintain proficiency in bank products and services, including internet banking, bill pay, mobile banking, mobile deposits, and card valet.
Prepare and compile complex new-customer information to open accounts, including commercial and business checking, individual and retirement accounts, trusts, estates, IOLTA accounts, and representative payee accounts.
Maintain trustworthiness, professionalism, confidentiality, and honesty when dealing with internal and external customers.
Follow Southern Bank Telephone Standards and support open communication about concerns or problems.
Maintain reliable attendance and work a schedule that may include nights, weekends, and holidays.
Assist at various branches across Southern Bank’s footprint when needed and travel for training quarterly.
Assist with bank mergers, which may require overnight stays for a week at a time.
Perform other assigned duties.