Branch Training Specialist

Summary As part of the Somerset Trust Team, it is the expectation that all employees provide exceptional customer service to both internal and external customers, foster positive, respectful collaboration with colleagues across the organization, and uphold the values of the company (Service, Fairness, Honesty).

The Branch Training Specailist is responsible for developing and delivering training to new and existing branch staff to ensure employees have the knowledge, skills, and confidence necessary to provide exceptional customer service while accurately and efficiently performing teller functions.

This position coordinates teller training, supports onboarding, reinforces policies and procedures, and works closely with Branch Leadership, Risk, Legal, Compliance, and Deposit Operations to identify and address training needs.

This role requires strong knowledge of the core banking systems and procedures and the capability to explain that information to individuals with all levels of experience.

Essential Duties and Responsibilities · Develop and deliver training programs for new and existing tellers, including classroom, virtual, and hands-on training.

· Conduct new teller onboarding and provide structured training on teller procedures, systems, products, services, and customer service expectations.

· Train employees on cash handling, balancing, transactions, check processing, account procedures, security, and fraud prevention.

· Ensure training materials and instruction are consistent with current bank policies, procedures, regulatory requirements, and operational practices.

· Collaborate with appropriate departments when refresher training or communications are needed for updated procedures, systems, products, or regulation changes.

· Evaluate new tellers throughout the training process and communicate progress, strengths, and areas requiring additional development to appropriate branch leaders and human resources as necessary.

· Provide follow-up support to employees after completion of initial training.

· Partner with branch managers and supervisors to identify performance or knowledge gaps that may be addressed through training.

· Maintain accurate training records and documentation, including completion of required training.

· Assist with the development and updating of teller training materials, job aids, checklists, and reference guides.

· Demonstrate and promote excellent customer service and professional communication.

· Serve as a resource to tellers and branch staff regarding teller procedures and operational questions (this includes answering the teller hotline).

· Participate in branch visits or observations to assess training effectiveness, provide coaching, or remedial training as needed.

· Assist the deposit operations area with testing of the core teller system and other branch systems as needed.

· Understand and support all BSA/AML responsibilities as applicable to the position as well as consistently, accuratel...