Retail Banking /CRM Trainer

SUMMARY: Responsible for the preparation and administering of Retail Bank training curriculums, primarily to the Branch Staff Network.
Support Retail Training, the CRM Manager in managing the Customer Relationship Management ("CRM") system, and Branch Administration by ensuring the training and development needs of the CRM software are being assessed and then met/exceeded.
Lead training development initiatives, propose strategies, and solutions to ensure that learning needs are met.
This position will be instrumental in the design, development, rollout and evaluation of CRM training programs while building constructive and effective relationships at all levels.
In addition, promotes a sales and service culture.
MAJOR DUTIES AND RESPONSIBILITIES: • Works closely with the Assistant Branch Administrator, Branch Administrator, and/or CRM Manager to effectively run, supervise, train, and educate the branch system.
• Assists the Bank's CRM Manager in managing the CRM system as well as certain tasks under the direction of Executive Management; participates in various internal committees as assigned.
• Assists in the issuance and interpretation of operating policies; participates in various internal committees assigned by senior management.
• Is responsible for the training of the branch system’s new hires.
This includes, but is not limited to, the paperwork used to evaluate the new hire, the placement/utilization of said new hires and the indirect supervision of the employees designated to train new hires.
• Periodically conducts Employee Performance assessments for promotion considerations and fosters a culture of excellence in customer service and customer experience across all branches.
• Maintains the branch system’s Employee Manuals, adding, altering and subtracting information as needed.
Assists in creating/updating branch operational polices/procedures.
• Identify opportunities for improvement in processes, systems and procedures and work with relevant stakeholders to implement changes.
• Participate in research of curricula development, planning and implementation and trains users on data cleanliness, internal processes, and new features.
• Assist in developing a change management process for the CRM application, from a business perspective, and communicate that process to the end user community.
• Acts as a member and may assist the Branch Administration Department Auditing Team, which includes, but is not limited to, the internal auditing of all branches at least once a quarter to reduce risk/liability and to address any issues that may arise during an audit.
• Participates in coordinating functions, meetings, training sessions and special events; follows-up to ensure timely implementation of scheduled events; prepares agendas, invitations and reception of replies; prepares, copies and distributes materials; arranges location and space; and attends events to resolve problems as they arise.
• Create and maintain all training documents that relate to the CRM system and Retail Banking.
• Maintains training supplies; prepares documentation and orders supplies and forms; conducts follow-up to ensure receipt of items and resolve related problems; refers problems to appropriate individuals; and ensures answers or information is received by inquiring party.
• Conducts training to ensure proper training is completed and in place for all Branch employees for both job compliance and advancement.
Gathers and calculates data and prepares a variety of monthly, quarterly and annual reports for management ensuring reports are accurate, complete and prepared on schedule.
This may include, but is not limited to, all reports pertaining to CRM and Branch Administration.
REQUIRED SKILLS: These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.
The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner.
Individual abilities may result in some deviation from these guidelines.
• Bachelor’s degree (BA) or equivalent from a 4 year college or technical school; or 5 year of related experience and/or training; or the equivalent combination of education and experience.
Work related experience should consist of administrative duties with a financial institution background.
Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.
• Intermediate knowledge of Bank operations, products and services; related state and federal laws and regulations, and other Bank operational policies and procedures.
• Intermediate skills in computer terminal and personal computer operation; mainframe computer system; and word processing, spreadsheet and graphical software programs as well as courteous social skills to welcome visitors in a business environment.
• Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, speak clearly to customers and employees.
• Thorough understanding of management procedures; ability to plan department or Bank activities (setting objectives, developing strategies, budgeting and developing policies and procedures); initiative to organize various functions necessary to accomplish department or Bank activities; effectively staff (selecting, training and developing employees); directing employees towards the desired objectives (delegating, motivating, resolving problems); controlling the function (developing performance standards, measuring results, taking corrective action and rewarding employees as appropriate).
• Current driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties.
BCB Community Bank is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
Job Type: Full-time Work setting: * In-person Work Location: In person