Retail Trainer

POSITION SUMMARY

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.

ESSENTIAL FUNCTIONS

Facilitation as scheduled:

Facilitate soft skills classes and workshops (systems, sales & service)Coordinate and conduct on-site training sessions as neededCross-train and observe peers for facilitation best practices and to learn how to facilitate additional classes

Scheduling, Organizing Meetings, Calendar Coordination Class Administration Preparation:

Partner with Management and Recruiting Team to ensure Education Plan for new hires is coordinated and scheduled correctlyRegister learners in Learning Management SystemEmail any pre-work training assignmentsMonitor class rosters for low enrollment Ensure class materials are ordered, printed, ready for classSet up classroom for in-person deliverySchedule and send webinar details for virtual deliveryReview course materials. Log any needed edits and follow up to ensure edits are made and course materials are updatedEmail post-work assignmentsEmail class evaluationsGive learners a completed status in Learning Management SystemResearch parking lot items and email findings to class participants Training DesignMaintain 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 assignedAssist 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.

GENERAL QUALIFICATIONS

Knowledge & Experience:

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. Individual abilities may result in some deviation from these guidelines. 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.

Additional Requirements:

Facilitation experience and/or experience presenting to adult audiences of various sizesSubject matter expertise in customer-facing sales and serviceStrong verbal and written communication skillsDemonstrated ability to work well in a collaborative team environmentAbility to multi-task and work with little or no supervisionStrong follow-up and follow-through skillsProficient in

Word, PowerPoint and Excel Physical Demands/Work Environment:

Vision, hearing, speech, dexterity, visual concentration. A valid drivers 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. The environment is a professional office with standard office equipment.

Cognitive Requirements:

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.