Branch Support Specialist

«out The Role Responsible for designing, developing and delivering effective training to ensure our new staff are consistently trained. DUTIES AND RESPONSIBILITIES: Train bank staff in the proper use of systems and equipment. Train on the procedures for effective and accurate processing of customer accounts and transactions. Continually works to enhance knowledge of bank products and services. Serve as subject matter expertise on complex transactions and issues. Identify appropriate training guidelines to improve the quality of the front-line CSR. Responsible for managing the Operational Progression Plans and Certification programs, coordinating with HR to determine eligibility for employee testing and administers and grades exams. Ensures program and test questions are kept current with changing regulation, policies and procedures. Responsible for training on product knowledge for other bank products and services. Follows new tellers progress as needed and/or requested. Provide support if further training needs are required. Provide on-going support to employees after the initial training period in order to assess their progress and performance to standards, including development of Progression plans and accountability. Develop, schedules and conduct all retail operational training programs including but not limited to new teller, account servicing, account maintenance, electronic products, regulations policies and procedures. Travel to branches as needed to conduct training. Participate in the process of tracking the registration, attendance, and completion by employees of internal training programs. Coordinates new tellers start dates at FSB with branch managers and HR. Position performs other duties as needed/assigned. Comply with all applicable laws, regulations, policies, and procedures. Adhere to all security procedures and regulatory guidelines for the Bank Secrecy Act, Office of Foreign Assets Control and USA Patriot Act/Customer Identification Act (CIP). Maintain strict confidentiality of customer’s personal and financial information. Develop and improve skills through training programs and regular feedback discussions with supervisors, which help further professional development. Participate in all training sessions and complete all assigned BVS compliance courses on a timely basis. About You QUALIFICATIONS: Two or more years of previous experience training and/or presenting to a group of individuals required. Two or more years of experience in a retail or customer service -environment preferred. High school diploma or equivalent. Certified Training Professional preferred. KNOWLEDGE, SKILL, ABILITY: Interpersonal Skills Courtesy, tact, and diplomacy are essential elements of the job. Relate to others in an open and accepting manner; friendly and approachable. Sense how others feel; treat others with fairness, dignity and respect. Cultivate rapport with all persons encountered at work. A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance. Communicate Effectively: Communicate effectively both verbally and in writing with others in a clear, thorough and timely manner using appropriate and effective communication tools and techniques. Customer Service: We are community inspired and pride ourselves on offering exceptional service to both our internal and external customers. We expect you, as an employee, to embrace the FSB Way and to support our values and visions of Integrity, Service and Success. Teamwork: Demonstrate ability to work independently and as part of a team. Work cooperatively and effectively with others to set and achieve goals, help others, resolve problems, and make decisions that enhance organizational effectiveness. Other Skills Excellent presentation skills. Excellent knowledge of Word, Excel and PowerPoint. Ability to maintain a positive attitude and exhibit patience while training. Professionalism: Exhibit a professional manner in dealing with others; work to develop and maintain cooperative and positive working relationships; represent the bank in a positive manner; maintain credibility with others. Ethical Behavior: Model high standard of honesty, integrity, trust, and openness. Understand and follow through with appropriate standards of conduct and moral judgment; willing to act outside the norm when needed to adhere to ethical principles. Communicate and demonstrate actions in a consistent manner. Respect others, regardless of individual capabilities, agendas, opinions or needs. Confidentiality: Maintain strict confidentiality regarding any information obtained during the course of performing job duties; adhere to Bank policies and procedures regarding confidentiality. Quality Management: Adhere to guidelines, protocol, policies, and procedures and supervisory directives; improve and promote work quality; demonstrate accuracy, thoroughness, and attention to detail; strive to achieve good results. Adaptability: Adapt positively to change; manage competing demands and effectively handle changes, delays and/or unexpected events with a positive attitude. Planning and Organization: Prioritize, organize and plan work; use time efficiently; and achieve results within time frames. Complete work in a timely, accurate manner and be conscientious about assignments and deadlines. Judgment/Problem Solving: Display ability and willingness to make sound decisions; identify and resolve problems in a timely and positive manner; exhibit sound judgment; appropriately handles both routine and non-routine situations. Individual Responsibility and Accountability: Accept responsibility for own work performance; accepts responsibility for own actions and outcomes and does not blame others. Demonstrate willingness to take initiative in performing job duties, resolving issues, and making suggestions for improvement. Conduct follow-through and meets commitments and agreements in a timely manner; relied upon others as a source of valid information. WORK ENVIRONMENT: Must be able to routinely perform work indoors in climate-controlled private office with minimal noise. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is often required to: sit; use hands in repetitive motions to finger, grasp, handle or feel; and talk or hear. The employee is occasionally required to: stand; walk; and lift or reach with hands and arms. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Must be capable of climbing / descending stairs in an emergency situation. Specific lifting abilities required by this job include: occasional lifting of up to 20 lbs. Specific vision abilities required by this job include: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation/inspection of machines and/or using measurement devices at distances close to the eyes. What We Offer COMPENSATION & BENEFITS: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance, a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a 401(k) retirement savings plan, discounts on banking products and services, and paid sick, holiday, and vacation time. Visit our website for more details! COMPANY OVERVIEW: We are a family of banks whose unique local presence reflects the communities we serve. We welcome the opportunity to grow and change as our customers and communities do the same. Read our story, learn about our banks, and experience life at Glacier Bancorp, Inc. all from our website. Check it out! We are an Equal Opportunity Employer and qualified applicants or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state or local laws. Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US. No Recruiters or unsolicited agency referrals please.