Lead Retail Trainer

PRIMARY PURPOSE OF JOB

Assists Regional Operations Coordinator with front line retail operations and training. Acts as the primary liaison in handling branch operational issues while also acting as a financial liaison to customers. Works closely with the Regional Operations Coordinator to improve branch procedures and operations.

EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS

• Southern Bank team members are a family, rooted in the communities we serve and working together to be the best in our industry, utilizing innovative ideas and strong products. The Southern Bank Patch illustrates these ideals.
• Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations.

ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS

Sales/Customer Service

• Takes ownership of the customer experience, including opening accounts with other products conveyed to the customer and resolving services issues as appropriate through follow-up.
• Proactively educates customers on utilizing available access channels.
• Must be able to perform both teller and new account duties.
• Resolves difficult customer situations effectively, while delivering friendly customer service and ensuring the highest level of customer satisfaction.
• Prepares and compiles more complex new customer data to open new accounts including, but not limited to, commercial/business checking, individual, retirement accounts, trusts, estates, IOLTA's, representative payees, etc.;
• Maintains proficiency in bank products and services such as internet banking, bill pay, mobile banking, mobile deposits, card valet and other customer products;
• Maintains thorough knowledge of bank regulatory requirements included, but not limited to, Bank Secrecy Act, Regulation CC, Regulation E, Customer Privacy and Information Security;
• Maintains the level of trustworthiness, character, professionalism, confidentiality and honesty in dealing with internal or external customers.
• Willing to learn back-office processes and possibly assist in the department when necessary. (Retail Products, Accounting, Retail Operations, Resource Center, or ITM)
• Ability to handle conflict both internally and externally and is able to work as a team.

Personnel Management:

• Assists, trains and mentors all branch retail staff for the region.
• Assists with training on new branch initiatives, marketing, and new products by working with the Regional Operations Coordinator and Branch Retail Manager.
• Promotes teamwork in the float branches and in the branches when floating to ensure a positive overall customer experience.
• Assists with completion of delivering performance evaluations to float branch team members.
• Gives input to Branch Retail Managers on operations performance within the branches, to be used in performance evaluations.

Branch Management:

• Acts in the capacity of the Branch Retail Manager with the region in their absence.
• Assists with motivating employees by incorporating the Bank's Patch and the branch's goals into daily communications and by recognizing and rewarding staff for their contributions.
• 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 reliable attendance with the ability to work a schedule that may include working nights, weekends, and holidays.
• Must be able to assist in bank mergers which may require overnight stays for a week at a time.
• Must be able to assist at various branches across Southern Bank's footprint when needed and travel for training on a quarterly basis; and,
• Performs any and all other duties which may be assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent understanding of the Bank's products and services;
• Proficient in business products (i.e. Cash Management, Remote Deposit Capture)
• Demonstrated positive and helpful attitude toward both internal and external customers;
• Ability to multi-task and work under high stress situations;
• Capability to work in different environments and adjust to different surroundings often;
• Good interpersonal communication skills, including the ability to use effective communication skills, understand procedures, and speak clearly to customers, employees and supervisors;
• Good computer skills; and,
• Excellent customer service skills.

EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS

• Associates degree or High School diploma and 3+ years bank/finance sales and customer service.

CORE COMPETENCIES

Family & Trust: Southern Bank team members build relationships based on trust and mutual respect, maintain an inclusive and honest environment and uphold integrity and transparency in all interactions.

Rooted & Service: Southern Bank team members are committed to serving customers, communities and teams with purpose, professionalism, and respect, while effectively communicating and actively listening to meet their needs.

Innovation & Strength: Southern Bank team members foster collaboration and continuous improvement, encourage visionary thinking, and strive for excellence to drive the organization forward.

Building a Successful Team: Using appropriate methods and a flexible interpersonal style to help build a cohesive team; facilitating the completion of team goals.

Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.

Quality Orientation: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.