Retail Training Specialist

Location: Trenton

PRIMARY PURPOSE OF JOB This position’s primary goal is delivering training to retail banking employees which equip them with the knowledge, skills, and tools needed to perform their roles effectively and in compliance with regulatory standards.

EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS Southern Bank team members exhibit Southern Bank’s values, which can be remembered with the acronym FIRSTS. We teach our team members about our “values in action,” which give further examples of how we can live out Southern Bank’s values.oWe act as a FAMILY – We know we’re not a related family, but we really care about people, both personally and professionally.

We like knowing that our skills, our time, and our efforts contribute to the overall success of those we spend time with every day.oWe move with INNOVIATION – We push for better ways to solve problems. We are not afraid of a challenge; we’re driven to develop new ideas and solutions using creativity and experience. We are committed to leading, devising new solutions for all kinds of obstacles.oWe

are ROOTED – We’re from here. These communities are our homes, and we are deeply invested in making our hometowns the best that they can be. We are firmly committed to success in the places where we’ve known people our whole lives.oWe prioritize SERVICE – We put others above ourselves. We make intentional decisions and take action to benefit others, be it in our daily work with our customers and fellow team members, or in volunteering our time, money, and energy in our communities.oWe

build TRUST – We strive to be reliable and trustworthy, honest and transparent. We are dedicated to doing what’s best for our team members, our customers, and our communities, and they can be confident that we are who we say we are.oWe are a source of STRENGTH – We have a capacity and resilience that has come through years of experience and growth.

We are able to support those who count on us and those who need us can rely on us.

Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations.

ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS Onboarding new Personal Bankers with foundational knowledge about bank products, systems, and procedures;

Assists, trains, and mentors all branch retail staff by being their primary point of contact for the region as a whole;

Collaborate with team members to review and update training and reference materials;

Participates in a welcoming lobby experience, working with or directing customers to an appropriate team member based upon their identified needs and encourages utilization of products when necessary;

Promotes teamwork in the branches to ensure a positive overall customer experience;

Helps to foster teamwork in the branch to ensure a positive overall customer experience by participating proactively in branch activities;

Defines and offers solutions to resolve problems. Resolves more complex customer issues. Uses knowledge of the bank to identify helpful resources;

Identifies financial needs of customers and presents all appropriate product and service options by working cooperatively with appropriate internal team members;

Proactively educates customers on utilizing available access channel;

Acts as business product and services expert in the branch, included but not limited to, cash management services, remote deposit services, ICS/CDARS and merchant services;

Maintains thorough knowledge of procedures required for ATM/ITM settlement, night depository, vault cash, safe deposit, opening/closing procedures, ordering cash, and preparation of cash for shipment and receipt of cash shipment;

Maintains thorough knowledge of bank regulatory requirements included, but not limited to, Bank Secrecy Act, Regulation CC, Regulation E, Customer Privacy and Information Security;

Takes ownership of the customer experience, including opening accounts with other products conveyed to the customer and resolving service issues as appropriate through follow-up;

Maintains proficiency in bank products and services such as internet banking, bill pay, mobile banking, mobile deposits, card valet and other…