Retail Administration Training Lead

Mascoma Bank•Lebanon, NH

1d•Hybrid

About The Position

Responsible for facilitating effective learning courses for Retail Department staff, ensuring expected learning outcomes and objectives are met. Utilizes various methods of learning delivery to optimize efficiency, learning retention, and transfer. Acts as a force for positive change by being open-minded and creative with solutions, always keeping the customer at the center of their work.

Requirements

Five years of training experience preferred
Two years of demonstrated Retail Banking experience
Good working knowledge of Retail products and services, operational policies and procedures, compliance and regulations, and customer experience standards
Ability to use all business machines including computers, computer software, scanners, TCRs and ATMs to effectively teach skills related to these tools
Good interpersonal communication
Must maintain confidentiality and privacy
Professional appearance; grooming and dress consistent with Mascoma Bank appearance policy.

Responsibilities

Facilitate training courses for all Retail staff positions that support the necessary knowledge, skills, and attitudes to execute job responsibilities:
Teller training – to include, but not limited to, all teller line activities, cash handling, check negotiation, regulations pertaining to the position, customer communication and commitment to excellent customer experience
Platform Training – to include, but not limited to, personal and business account opening, account maintenance, loan closing, customer communication and excellent customer experience
Branch Ops manager/supervisor – to include, but not limited to, all operations of the teller line and branch operational functions, customer communication, branch functionality and excellent customer experience
Manager – to include, but not limited to, all supervisory functions of the branch and employees, staff coaching, loans, business development, branch compliance functions and excellent customer experience
May provide retraining as necessary to ensure that staff fully understand roles and responsibilities of position and to be successful and knowledgeable members of teams
Collaborates with subject matter experts and retail administration members to confirm appropriate learning objectives are achieved in the delivery of content.
Collaborates with Learning & Development to create and revise learning tools to provide a variety of learning delivery methods to meet diverse needs of learners.
Stays current with Retail department priorities through proactive communication with Retail Admin, including attending staff meetings when necessary.
Collaborates with subject matter experts, continually reviewing learning processes for customer experience, effectiveness, cost control, and efficiencies.
Provides recommendations to the Retail Administration members for curriculum changes to meet changing needs.
Alternates with various multidepartment SMEs to provide informative and engaging onboarding experience for all new Retail hires.
Coordinates with managers and staff prior to new employee arrival to manage and set expectations of training with new hires.
Connect with managers and appropriate branch staff to evaluate learning transfer of participants.
Provides coaching on technical processes as well as customer experience processes when suitable.
Utilizes various forms of learning delivery such as face-to-face, virtual training, and learner self-paced training to maximize efficiency and learning outcomes.
Participates in Core/Product release testing and disaster recovery events as necessary

Benefits

Strong culture of belonging with a team that values creativity, new perspectives and innovation.
Community first minded. We care about our employees and the communities we serve.
Competitive compensation.
Flexible work environment with onsite, remote and hybrid opportunities.
Career development and internal career mentorship.
Comprehensive health care, dental care, and vision.
401(K) Program: 4% safe harbor employer match on top of 5% non-elective contributions following one year of service.
Generous PTO starting at 22 days per year, not including 11 paid holidays and 16 hrs. of Volunteer Time Off.
Tuition Reimbursement.
Student Loan Paydown and so much more!