How will your role impact First Command?
The Bank Training and Development Specialist reports to the VP Manager, Personal Banking. The primary responsibility is to work collaborative with Personal Banking leadership to ensure the personal banking and field support teams are trained with current procedures and best practices based on industry and regulatory standards to deliver a world class banking experience. The role will require peer coaching and mentoring for new and existing staff members. In addition, the Training and Development Specialist acts as a champion for change working with the personal banking, and bank operations team to identify, prioritize and execute improvement in training opportunities. The results of these opportunities will yield improved client experience, efficient processes, and improved quality of work for the personal banking team.
What will you be doing?
Develop, update and train personal banking procedures to ensure alignment with industry regulations and best practices
Assists personal banking and field support leaders to solve specific training concerning problems, either on a one-on-one basis or in groups
Designs, develops and executes training and development programs based on personal banking needs.
Change agent: promoting continuous improvement throughout their assigned work
Use data to measure the impact of current processes, in order to create or revise learning tools, processes, and resources
Maintain awareness of new and existing bank technologies, trends, and procedure to identify training opportunities.
Monitor current activities to identify and respond to new or ongoing trends.
Apply Learning and Development best practices to create and improve training initiatives and projects
Coordinates with managers to gather information regarding unsatisfactory customer service or call handling practices and develops improvement strategies.
Identifies best practices in developing, educating and measuring call center teams and works with Call Center managers across the company to ensure standardization and consistency.
Monitors periodic data generated and identifies the root cause.
Review action plans that will concentrate on overall performance in relation to client experience.
Revises programs as necessary, in order to adapt to the changes that transpire in the work environment in each skill
Serve as a Personal Banking Specialist and Field Support Consultant when needed for overflow or staffing shortages
All other duties as required
What skills/qualifications do you need?
High School Diploma required
Bachelor's degree preferred
5-8 years of banking or financial services experience
1-2 years of training experience preferred
Knowledge, Skills, and Abilities
Experience working with Learning Management Systems (LMS)
Proficiency with MS Office: (Powerpoint, Word, Excel, SharePoint)
Strong logistical planning and organizational skills
Able to maintain a professional telephone presence
Excellent oral and written communication skills
Strong Public Speaking and Presentations skills
Ability to balance multiple and shifting priorities
Display dependable, punctual and professional demeanor
Must possess strong analytical skills
Must be Client service-oriented
Possess strong problem solving and critical thinking skills
Maintain a positive attitude
The information of this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job, which may vary on the department or the assignment. The actual essential duties, responsibilities, and qualifications may vary by department, reporting structure and other business needs. No inference should be drawn that a specific job duty, responsibility or qualification is non-essential by its absence from this description.
First Command Financial Services, Inc.