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About the Position

Technical Trainer

Location: Administrative Office - Lexington

Conducts a variety of training classes and seminars on subjects including soft skills, leadership, and technical skills.  Primary responsibilities are to deliver technical training on various computer systems to all company employees, and to conduct comprehensive teller, teller supervisor, customer service representative (CSR), and other employee job training including but not limited to policies and procedures, navigation and use of job specific computer systems, and all functions common to the above listed positions.  Develops and implements training programs including on-the-job (OJT) coaching, refresher classes, and advanced job task classes related to above listed positions.  Oversees total job training program including traveling to Banking Offices for continued OJT coaching, competency-based performance assessments, and post-training testing.  Consults with department managers and the Director of Training to determine the effectiveness of job-specific training programs and implements next steps.  Assists in ensuring that policy and procedure manuals are kept current.  Responsible for compiling and distributing quarterly and annual employee training reports.  Oversees the creation, revision, and placement of forms, information, and resource links on the company Intranet.

Essential Duties and Responsibilities (Other duties may be assigned.)

  • Conduct training classes and seminars on a variety of topics such as technical, soft skill, and leadership.  Specifically new employee orientation, product training, use of computers and software, and teller, teller supervisor, customer service representative (CSR), and other identified job training.
  • Confer with management to gain knowledge of specific work situations requiring employees to better understand changes in policies, procedures, regulations, and technologies.
  • Formulate training plans based on core job components and determine instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings, and workshops.
  • Select or develop teaching materials such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, self-study activities, and reference works.
  • Select or develop testing and evaluation procedures to be used during training as well as pre- and post-training.
  • Test trainees to measure progress and to evaluate effectiveness of training.
  • Make reports to supervisors on employee progress during training periods.
  • Maintain training database, and publish quarterly and annual reports.
  • Design training curriculum and methods to improve effectiveness.
  • Write department policy and procedure manuals.  Consult with managers, subject matter experts, and other key contacts to document policies and procedures including system navigation and input.  Assist with review and receive updates to keep manuals current. Provide information to employees regarding urgent changes made prior to formal manual revisions.
  • Ensure Training Room and all equipment is in good working order and ready for various classes.  Coordinate with the IT Department as needed for equipment repairs, system malfunctions, etc.
  • Conduct training classes and seminars on a variety of topics such as technical, soft skill, and Receive requests for new and/or revised forms and letters.  Work with requestors to ensure forms are accurate and user-friendly. Coordinate review of letters with Marketing, Compliance, and Security personnel as needed.
  • Assist in planning and publishing Training Department calendar, and in scheduling other training events as needed.
  • Coordinate training class enrollments including sending confirmations and handling cancellations, enrollment rescheduling, etc.
  • Maintain Training Department Library by overseeing the Master Library Resource Catalog and tracking items borrowed and returned.  Recommend additional resource purchases.
  • Participate in building a comprehensive corporate environment by encouraging employee welfare activities and events, and highlight focus on company culture and philosophies.

Qualifications

  • Bachelor’s degree and at least 3 years proven training experience, or an equivalent combination of education and experience.
  • Proven training skills including facilitation, classroom management, and one-on-one and other instructional styles.
  • Proven problem resolution, conflict resolution, time management, and decision-making skills.
  • Strong interviewing, negotiating, and coaching skills.
  • Ability to analyze processes for efficiencies and/or improvements.
  • Effective oral and written communication skills.  Technical writing skills a plus.
  • Strong technical skills.
  • Excellent customer service and interpersonal skills.
  • Able to motivate and generate enthusiasm among trainees.
  • Ability to compute basic to moderately complex math calculations.
  • Basic problem-solving and analytical skills.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Proficiency in using personal computers and office products (e.g., Word, Excel, PowerPoint).
  • Ability to travel as needed and upon request.