RETAIL SYSTEMS TRAINER - KEY WEST - First State Bank of the Florida Keys

RETAIL SYSTEMS TRAINER - KEY WEST

Salary Range: $60.000-65,000 annually depending upon experience and education.

First State Bank of the Florida Keys is a customer-focused bank with a long history of serving, reaching out, and connecting with the community. Founded in 1955 with a single branch in Key West, the Bank has grown and changed, as has the surrounding community, but our core values remain the same. First State Bank of the Florida Keys recognizes that what sets us apart are our people.

Here's why you should join First State Bank:

We are proud to offer a comprehensive and generous benefits package designed to ensure our employees thrive both in and out of the workplace, including but not limited to:

• Competitive Salary and Hourly Pay Rates
• Medical, Dental, Vision, Life, Long-Term Disability plans available
• 401K Retirement Program with employer matching
• Paid Time Off plus Federal Bank Holidays
• Profit Sharing Program
• Tuition Reimbursement

Position Summary:

The Retail Systems Trainer is responsible for cultivating trust, collaboration, and unity among retail team members at the oldest community bank in the Florida Keys. As an integral part of the best team in banking, the position serves as owner of the retail banking training program, and is primarily responsible for the development, delivery, assessment, and continuous improvement of the program ensuring measurable progress toward sales goals and organizational objectives.

Position Responsibilities:

• Develop interesting and engaging training materials, including exercises, demonstrations, presentations, guides, and info sheets that inspire team members to work toward north-star philosophies and organization goals. Successfully incorporates general policies and procedures into training materials, such as employee code of conduct, BSA/AML Program, and other organization-wide policies.
• Cultivate trust, collaboration, and unity among team members through successful implementation of the organization's "Just Say Yes" customer service philosophy. Guide employees through the training process to help them get comfortable with performing customer service, sales, and other required job tasks. Deliver on-site and in-person trainings at branches in coordination with branch management and retail leadership. Produce and make available video, on-demand, and self-paced training modules. Use persuasive techniques to demonstrate the value of repeatable actions that lead to consistent and authentic customer experiences.
• Provide continuous improvement of the retail training program, assessment of learner success, and track the progress of training through performance to outcome. Remain knowledgeable of best practices, trends, and industry literature to continuously improve and evolve the training program to enhance performance. Conduct routine assessment of program success, using learner surveys and other data to drive decision making. Track learner outcome to determine where the training program is best meeting the needs of team members and take initiative to make improvements.
• Collaborate closely with retail leadership and bank officers to understand strategic priorities and market needs. Incorporate customer feedback information provided by leadership and officers into continuous improvement process. Maintain a working knowledge of regulatory requirements and other non-negotiables, ensuring that information is prioritized and included in the retail training program.

Competencies:

• Demonstrated excellence in verbal and written communication with a history of creating original materials such as guides, information sheets, talking points, and presentations. Experience developing service guides and training material. Able to conduct research, gather data, and incorporate data into training materials using infographics and other engaging formats.
• Ability to commit to organization mission and embody its core values by modeling the customer service philosophy.
• Experienced in translating culture and service philosophy into repeatable behaviors and executable processes that help team members maintain and enhance the customer experience. History of successfully executing training standards and delivering excellent results.
• Strong time management skills, ability to prioritize competing projects, and maintain relationships across an organization. Ability to maintain confidential and sensitive information. Working knowledge of de-escalation techniques and conflict management skills.
• Highly experienced with standard office software including Microsoft Office, Adobe Acrobat, and online information management systems. Experience using industry standard survey tools.

Required Education and Experience:

• High School Diploma, GED or equivalent
• 2-4 years retail management or training experience
• Strong skills in retail banking software and other systems e.g. Fiserv, MS Office, Adobe

First State Bank of the Florida Keys is an equal opportunity employer which provides equal employment opportunities to all qualified individuals without regard to race, color, religion, gender, age, national origin, citizenship, disability, sexual orientation, marital status or any other basis protected by federal, state or local laws.

EOE M/F/V/D