FT - Training & Support Specialist - Smile Center

JOB SUMMARY

This individual is responsible for the delivery of operating systems and new hire training along with policy procedure and process support for JBT. As such a high level of knowledge and understanding of banking principles and regulations is required. They deliver company training programs to employees and managers and monitor the effectiveness of training using individual or group performance results. This individual monitors the effectiveness training programs and collects feedback on sessions from attendees to use for future improvements to content and presentation. They also create and maintain all new hire and systems user guides and help tools. Additionally this individual serves as the primary touchpoint for all branch support requests and specializes in providing support for complex banking matters. This individual coordinates with Compliance IT Operations and other departments as necessary in the rollout of new products new and upgraded systems and procedures. This individual works with the Bank Trainer in the development and delivery of systems training.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

• Develop new training programs and perform existing program enhancements for all current banking system training and any future systems.
• Design and deliver training sessions on company products business practices and other topics as needed.
• Deliver new hire training including JBT policies and procedures SMILE Standards NonNegotiables compliance and regulation as it relates to the scope of the position.
• Facilitate new hire system training including existing and any future banking systems.
• Train all bank staff including new hires seasoned bankers and management on new systems and processes as developed.
• Crosstrain to be able to perform the tasks of the Bank Trainer position when necessary.
• Create training materials including program outline guides and training aids.
• Build and facilitate inperson and virtual training sessions in collaboration with Bank Trainer.
• Develop and implement new training courses for bank wide use.
• Perform BVS maintenance including reporting curriculum creation quarterly assignments training completion records and employee records.
• Use BVS to facilitate training as necessary.
• Monitor and report on the effectiveness of training programs and make enhancements as necessary.
• Identify knowledge gaps to build and deliver trainings to support all bank teams.
• Perform test procedures for JHA enhancements and disseminate enhancement updates to system users as necessary.
• Maintain proficiency in account opening processes transaction processing and bank policy and procedure.
• Serve as primary touch point to open complex bank accounts including IRAs and uncommon account types.
• Serve as Systems Administrator for OnBoard Deposits and OnBoard Tax Plans.
• Maintain OnBoard Deposit systems and documentation enhancements.
• Research errors within OnBoard Deposits and OnBoard Tax Plans and collaborate with JHA as necessary.
• Assist with creating new procedures and updating existing procedures for the BranchManual.
• Routinely incorporate compliance (knowledge of laws/regulations) in daytoday tasks.
• Provide support to end user questions concerning system usage account documentation exceptions processing policies and procedures.
• Investigate ways to provide alternative solutions for client and branch requests.
• Identify research and resolve banker and/or client issues in varying degrees of complexity.
• Respond to telephone email and inperson requests for support.
• Document track and monitor support requests to assess skill gaps and training needs.
• Coordinate with other teams to resolve systems issues and end user support requests.
• Proactively identify areas of potential improvement in systems and processes. Assist in implementing changes as necessary.
• Implement all aspects of JBTs Relationship Management Program Smile Standards and NonNegotiables.
• Maintain a high level of knowledge and understanding of banking principles regulations and all aspects of branch banking including verification of work/documentation for accuracy.
• Other duties as assigned.

SKILLS

• 2 years of training program creation deliver/facilitation and posttraining assessment experience preferred but not required
• Demonstrated record of performance in developing/strengthening client relationships
• Ability to successfully meet JBT expectations in delivering Smile Standards and NonNegotiables
• Experience in sales/relationship building training
• Account opening knowledge and skills to include business accounts and business documentation
• Comprehensive knowledge of bank operating policies and procedures
• Knowledge of Jack Henry core banking system preferred
• Expertise specific to transaction processing new account opening eBanking and loan origination platforms
• Demonstrated proficiency in systems processes and policies to provide timely and accurate support to branches
• Familiarity with federal and state banking regulations
• Excellent written verbal and telephone presentation and communication skills
• Technology skills including those related to the development and delivery of effective training
• Ability to meet deadlines and work independently
• Positive attitude
• Ability to lift 15 pounds