Retail Training Specialist

SOUTHERN BANK•Kansas City, MO

10d

About The Position

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.

Requirements

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.
One year of banking experience preferably in Front Line Retail or Operations;
High school diploma or equivalent.

Nice To Haves

Prior training experience preferred;

Responsibilities

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;
Performs all other duties which may be assigned.