Learning and Development Specialist I

Overview

The Learning & Development Specialist I is responsible for the facilitation, maintenance, and administration of training programs including but not limited to; assessments, reporting, communications, and coaching. Provides creative and effective instruction on a diverse range of topics, ensuring consistency of training programs with Bank policy, strategy, goals, and culture particularly within retail banking. Additionally, the Learning & Development Specialist I will assist in administering the Bank's online training system in collaboration with the Manager of ER & L&D and Compliance Officer. Establishes and maintains strong collaborative relationships across the Bank and represents the Bank's Service Standards. Performs any function within scope of authority and expertise to provide the highest level of service and responsiveness to internal and external customers.

Responsibilities

• Facilitates and develops training sessions for primarily Community Banking division, including Teller, Platform, Customer Service, core technology applications, and product training. Recommends enhancements to these programs as appropriate. Develops useful and relevant materials in support of these initiatives, including but not limited to:
• - Manuals and participant guides
• - Tip Sheets
• - Online training resources and webinars
• - Orders training supplies and ensures participants have necessary materials
• - Engages in ongoing evaluations of training material to meet learning needs
• - Manages administrative Tasks
• - Updates rosters and communicates with leadership regarding participant attendance
• - Maintains and communicates training schedules
• Responsible for including competencies in all training deliverables that align with established expectations for roles within Community Banking, Creating the Customer Experience (CCE), giving and receiving feedback, communication skills, and select MSB custom programs.
• Exercises informed judgment in recommending methods and techniques for training which can include pre-work, classroom facilitation, online learning, Lunch and Learn sessions, training reinforcement activities, and group and individual coaching.
• Conducts and facilitates blended learning programs and courses.
• Creates a conducive learning environment and drives discussion during training sessions
• Delivers post-class support where appropriate in the form of individual coaching to increase the application of knowledge gained in training. Provides feedback to the attendee and manager on progress as appropriate.
• Conducts orientation sessions for new employees as needed
• Supports other Bank training as required, including but not limited to; sales and customer service skills development, operations, core systems, technology, and branch banking.
• Assists in maintaining the Bank's online training courses.
• Collaborates with the Manager of Employee Relations and L&D and Compliance Officer on training initiatives.
• Ensures full compliance with the Bank’s policies and procedures.
• Collaborates & troubleshoots basic technology challenges
• Represents the Bank through active participation in community and industry organizations and events.
• Refers sales opportunities to other departments or Bank affiliates in support of established objectives.
• Performs related and unrelated duties as may be required.

Requirements

Education

• Associate's Degree is required

Work Experience

• 1-3 years relevant experience is required

Additional Requirements

• Banking experience required, specifically in Teller and Platform.
• Training or facilitation experience preferred.
• Core system experience preferred.
• Working knowledge of Microsoft Office (Word and Excel) and Webex/Zoom required.
• Established ability to develop and deliver effective training, communications, and information resources. Excellent understanding of distribution channels and Bank products and services.
• Professional communication skills and ability to present to a variety of audiences including senior management.
• Demonstrated ability to review and analyze training metrics and make recommendations for improvements and efficiencies.

EEO Statement

Middlesex Savings Bank is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities