Retail Administration Training Lead

Responsible for facilitating effective learning courses for Retail Department staff, ensuring expected learning outcomes and objectives are met. Utilizes various methods of learning delivery to optimize efficiency, learning retention, and transfer. Acts as a force for positive change by being open-minded and creative with solutions, always keeping the customer at the center of their work.

Essential Functions

• Facilitate training courses for all Retail staff positions that support the necessary knowledge, skills, and attitudes to execute job responsibilities:

Teller training - to include, but not limited to, all teller line activities, cash handling, check negotiation, regulations pertaining to the position, customer communication and commitment to excellent customer experience

Platform Training - to include, but not limited to, personal and business account opening, account maintenance, loan closing, customer communication and excellent customer experience

Branch Ops manager/supervisor - to include, but not limited to, all operations of the teller line and branch operational functions, customer communication, branch functionality and excellent customer experience

Manager - to include, but not limited to, all supervisory functions of the branch and employees, staff coaching, loans, business development, branch compliance functions and excellent customer experience

• May provide retraining as necessary to ensure that staff fully understand roles and responsibilities of position and to be successful and knowledgeable members of teams
• Collaborates with subject matter experts and retail administration members to confirm appropriate learning objectives are achieved in the delivery of content.
• Collaborates with Learning & Development to create and revise learning tools to provide a variety of learning delivery methods to meet diverse needs of learners.
• Stays current with Retail department priorities through proactive communication with Retail Admin, including attending staff meetings when necessary.
• Collaborates with subject matter experts, continually reviewing learning processes for customer experience, effectiveness, cost control, and efficiencies.
• Provides recommendations to the Retail Administration members for curriculum changes to meet changing needs.
• Alternates with various multidepartment SMEs to provide informative and engaging onboarding experience for all new Retail hires.
• Coordinates with managers and staff prior to new employee arrival to manage and set expectations of training with new hires.
• Connect with managers and appropriate branch staff to evaluate learning transfer of participants.
• Provides coaching on technical processes as well as customer experience processes when suitable.
• Utilizes various forms of learning delivery such as face-to-face, virtual training, and learner self-paced training to maximize efficiency and learning outcomes.
• Participates in Core/Product release testing and disaster recovery events as necessary

What You'll Need

• Five years of training experience preferred
• Two years of demonstrated Retail Banking experience
• Good working knowledge of Retail products and services, operational policies and procedures, compliance and regulations, and customer experience standards
• Ability to use all business machines including computers, computer software, scanners, TCRs and ATMs to effectively teach skills related to these tools
• Good interpersonal communication
• Must maintain confidentiality and privacy
• Professional appearance; grooming and dress consistent with Mascoma Bank appearance policy.

Physical Demands/Working Conditions

• Varied work with a normal expenditure of energy and little or no unusual physical effort
• Will involve incidental business machine operations
• Work involves intermittent periods of stationary positioning and traversing
• Working conditions include well-lit and well-ventilated areas
• Travel to other Mascoma Bank locations is required for training and meetings

CORE COMPETENCIES

AGILE LEARNING - Actively learning through experimentation when tackling new problems, using both successes and failures to adopt new concepts.

COLLABORATES - Building partnerships and working collaboratively with others to meet shared objectives; understanding how interactions with colleagues ultimately impact the customer.

COMMUNICATES EFFECTIVELY - Communicating clearly and in a way that supports the needs of different audiences.

CONNECTS WORK TO OUR CUSTOMERS - Understanding how work impacts our external customer and consistently making data-driven decisions, avoiding assumptions about customer needs.

COURAGEOUSLY CHALLENGES AND QUESTIONS - Challenging the status quo by asking questions and challenging existing processes; seeking out diverse opinions and ideas.

DELIVERS VALUE FREQUENTLY - Planning and modifying work to provide value faster and more often; consistently breaking work down, planning, and delivering a minimum but viable product or service.

EMPOWERED - Having knowledge, confidence, means, and ability to act or make decisions for oneself

ENSURES ACCOUNTABILITY - Holding self and others accountable to meet commitments.

IMPROVES CONTINUOUSLY - Demonstrates an ability to adapt and commit to new ways of doing things with a continuous improvement mindset. Plans and Aligns - Planning and prioritizing work to meet commitments aligned with organizational goals.

INTERPERSONAL SKILLS - Relating openly and comfortably with diverse groups of people.

Why Mascoma Bank?

• Strong culture of belonging with a team that values creativity, new perspectives and innovation.
• Community first minded. We care about our employees and the communities we serve.
• Competitive compensation.
• Flexible work environment with onsite, remote and hybrid opportunities.
• Career development and internal career mentorship.
• Comprehensive health care, dental care, and vision.
• 401(K) Program: 4% safe harbor employer match on top of 5% non-elective contributions following one year of service.
• Generous PTO starting at 22 days per year, not including 11 paid holidays and 16 hrs. of Volunteer Time Off.
• Tuition Reimbursement.
• Student Loan Paydown and so much more!

Background and Credit Check

As part of our commitment to maintaining a secure financial institution, all final candidates will be required to successfully complete background and credit screenings as part of the hiring process. These screenings will be conducted in accordance with applicable laws and industry regulations.

Please note: Having a record on a background or credit report does not automatically disqualify you. We evaluate results on a case-by-case basis, taking into account their relevance to the role and any regulatory requirements.

Our Commitment to Belonging!

The communities served by Mascoma Bank consist of individuals from diverse backgrounds. Our employees likewise bring unique perspectives, experiences, and approaches to the bank. We strive to create a safe and welcoming environment for all who pass through our doors and a workplace that actively demonstrates mutual respect and trust, one of our core values. A truly inclusive culture leads to a sense of belonging and support for all team members and inspires innovation and creativity. We are committed to recruiting and retaining a diverse talent pool, increasing team member engagement through professional development and community outreach activities, and offering personal growth workshops and team-building opportunities. By embracing diversity, equity, and inclusion, we strengthen our communities and ourselves.

Mascoma Bank is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, ethnicity, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, status as an individual with a disability, or other applicable legally protected characteristics. To request reasonable accommodations, please contact careers@mascomabank.com.

Mascoma Bank is an Affirmative Action and Equal Opportunity Employer, M/F/D/V.