Retail Training and Development Specialist

PositionTitle: Retail Training and Development Specialist

Department: Retail Banking

Grade: 12

Salary: Starting $29.28/hr

East Cambridge Savings Bank's Retail Banking Division is actively recruiting for a

Retail Training and Development Specialist.

Function:

Under the general direction of the SVP - Retail Banking create and implement retail training programs to support goal attainment, relationship building, and an overall consistent exceptional customer experience.

We are looking for candidates with:

• Bachelor's degree or equivalent through specialized coursework and training.
• Minimum of 3 years banking experience required with sales experience in an incentive-based role.
• 3 or more years of experience coaching employees and designing and delivering instructional plans for individuals and groups.
• Proficient knowledge of the Bank's products and services which includes digital banking products.
• Strong presentation skills with the ability to conduct group presentations.
• Ability to perform a variety of tasks simultaneously and prioritize activities as required.
• If applicable, able to register as a licensed Mortgage Loan Originator as required under the S.A.F.E. Act.
• Excellent interpersonal, written and verbal communication skills
• Proficient in Microsoft Word, working knowledge of Excel and PowerPoint.
• Must be available to work evenings and Saturdays and travel to all locations.

Essential Job Functions:

• Oversee new hire training process. Develop and conduct new hiring training programs to include transaction processing, new account opening, product and services knowledge, account maintenance functions in line with compliance requirements, established policy and procedure. monitor and evaluate new hire progress and conduct follow up assessments to ensure consistency and improve the customer experience.
• Conduct needs assessments to determine skills gaps throughout the Banking Centers. Determine the most effective training method and implement education programs virtually or in-person as needed. Recommend, develop and execute initial and ongoing training programs to enhance Customer Experience skills, sales techniques and compliance with regulatory and operational requirements, established policies and procedures.
• Responsible for ensuring the Retail Division's policies and procedures reflect current practices and regulations. Conduct timely training to communicate changes to ensure consistency throughout the Retail Division. Develop, update, and maintain all written procedures to ensure adherence to policies, procedures, and regulatory requirements.
• Maintain subject matter expert level knowledge of sales skills, relationship building, and business development, products, services, regulatory requirements, policies and procedures and operational functions in a retail banking center.
• Maintain an in-depth knowledge of digital banking services including cash management offerings. Develop an ongoing training plan to enhance knowledge across the Retail Division.
• Develop and maintain a written training plan for new hires and existing employees to include follow-up testing and skills remediation if needed. Review work of trainees, provide guidance and make recommendations for performance improvement after training sessions. Responsible for the maintenance of all retail training records and ensure that all reports and records are complete and updated. Track participation in training programs.
• Create and maintain job aids, materials, and procedures for current and new products or services. Conduct monthly training sessions using various training methods to engage employees, including hands-on and interactive activities.
• Responsible for managing and conducting individual components of the Retail Training Plan and make recommendations for modifications based on business needs.
• Maintain compliance with Bank policies and procedures, federal, state, and local laws and regulations, including but not limited to the S.A.F.E. Act and its registration, renewal and updating requirements if applicable. Maintain knowledge of current industry practices and trends as well as Bank products and services by attending training seminars as needed.
• Participate as an active Banking Center team member. Work with other members of the team to assist with meeting performance goals and develop strategies for improved performance.

Supportive Functions:

• As needed, oversee daily operations including opening and closing banking center and coordinate Sales & Service Representatives work assignments. Prepare and maintain banker center reports and files, forward to appropriate departments when necessary.
• Perform related customer service functions as required or assigned.

Contact our Human Resources Division or visit for more details and to apply.

Or submit your resume to:

Email: Fax: Phone:

East Cambridge Savings Bank, Attn: Human Resources

344 Cambridge Street Cambridge, MA 02141

East Cambridge Savings Bank is an Equal Opportunity Employer/Disabled/Veterans