Description

TITLE: Retail Development Associate

DEPARTMENT: Retail Banking 

JOB SUMMARY:

The Retail Development Associate is responsible for delivering comprehensive training programs to frontline staff, including Associate Relationship Bankers and Relationship Bankers. This role focuses on enhancing employee skills in banking operations, customer service, and teller functions to ensure exceptional service delivery and operational efficiency. 

ESSENTIAL FUNCTIONS:

• Conduct training sessions for new and existing frontline staff on Associate Relationship Banker operations and Relationship Banker skills. 
• Develop and implement interactive training materials and hands-on experience.
• Create and update training manuals, guides, and standard operating procedures.
• Provide ongoing support and mentoring to trainees during their transition to independent work. 
• Conduct one-on-one coaching sessions to address skill gaps and improve performance. 
• Ensure all training aligns with banking regulations, compliance standards, and company policies. 
• Assess trainee performance through evaluations, testing, and observation.
• Identify areas for improvement and recommend additional training when needed. 
• Report on training outcomes and progress to management.
• Answer questions, address service challenges, and provide resolutions. 
• Maintain knowledge of internal audit procedures, legal and bank regulations, and policies and procedures.
• Follow security procedures consistently and protect client confidentiality. 
• Support security testing, internal and external audits, and regulatory and compliance exams with a prioritized sense of urgency. 
• Comply with all company or regulatory policies, procedures and requirements that are applicable to this position.
• Foster and preserve a culture of inclusion.
• Additional duties and responsibilities may be required to support the company’s mission, vision, and values. 

QUALIFICATIONS:

• High school diploma or equivalent required.
• Proven experience in training or mentoring staff preferred.
• Proven experience as a bank teller, customer service representative, or similar retail banking role. 
• Strong knowledge of retail banking products, services and transaction procedures.
• Excellent communication and presentation skills.
• Ability to motivate and engage trainees.
• Capability to perform lending, sales, or account management. 
• Excellent client service skills.
• Capability to prioritize and execute a variety of tasks simultaneously, at times in a demanding environment.
• Capability to perform data entry utilizing banking software and Microsoft 365 products, with a high level of accuracy and attention to detail.
• Demonstrates strong decision making & critical thinking skills, as well as strong interpersonal and written communication skills.

WORKING CONDITIONS:

• Duties performed in a professional office environment.
• Availability to work Saturdays.
• Requires travel to other bank locations or client sites. 
• Extended periods of standing and ability to lift fifty pounds.