Sales & Experience Trainer and Coach

Recognizing and valuing diversity strengthens our ability to attract, retain and engage associates and reinforces our relationship within our communities. Our associates are the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge and talent that our associates invest in their work represents a significant part of not only our culture, but our reputation and company's achievement as well.

A Centier Associate is someone who embodies a servant heart, is unaccepting of anything less than remarkable service, and is self-motivated and driven to deliver exceptional results.

What are our values? Our Corporate values are Caring, Loyalty, Integrity, Friendship, Fun....who wouldn't want to work for an AWARD-WINNING companythat's built on these pillars?

What about the perks? Access to our Marathon Health Clinics which provide FREE visits & prescriptions, Generous Paid Time Off benefit, Tuition Reimbursement, 401K match, Associate Stock Ownership Plan, Daycare Reimbursement, FREE Onsite Fitness Center/Fitness Reimbursements, Health and Wellness Programs, the ability to have a voice with our Diversity/Equity/Inclusion Council, Career Growth, Work/Life Balance, AND MORE.

This is a full-time position based out of the Corporate Campus in Merrillville. Department hours are Monday-Friday 8:00-5:00 CST.

Supervisory Responsibilities: No

Summary:

The Sales and Experience Facilitator will focus on enhancing servant sales efforts and client experiences, with a concentration on sales and experience training for Retail and the Client Solutions Center. This person will support the development of new hires and existing associates by providing consistent facilitation and ongoing coaching, preparing associates to successfully implement the activities and behaviors associated with Servant Sales best practices. Additionally, they will support Human Resources and the Client Experience Team by delivering customer-service-related training in alignment with Centier's culture, Purpose, and Essentials of Excellence. They will champion and partner with the Technical Trainer to demonstrate various platforms, such as the CRM and Coconut. They will support various sales and experience-related training projects as they arise annually. Lastly, they will collect efficiency, effectiveness, and outcome measures associated with the training programs they deliver to the organization.

Essential Duties and Responsibilities:

• Understand Centier strategy, goals and content to ensure learning and coaching line up with initiatives and support growth.
• Develop, execute, and assess annual in-person and virtual training plan.
• Facilitate high quality learning experiences related to professional selling skills, service and culture, and products and services.
• Interface with Retail Leadership, Client Solutions Center Leadership, and Marketing (at a minimum quarterly) to align training needs with the expected behaviors and campaigns being delivered across these areas.
• Provide skillful virtual and classroom-based education to associates using a variety of approaches and styles to include skill builders, role play, team exercises, group discussions, videos, and lectures.
• Collaborate with the Instructional Design Team to design, develop, and implement refresher courses for Servant Sales, CX, CRM, and other sales and experience needs.
• Observe and document skill levels and competencies of associates for coaching purposes.
• Monitor, assess, and track participant progress during and after training.
• Support Managers and Assistant Managers on coaching the sales activities and behaviors required for their areas.
• Be open and flexible to traveling to accommodate training needs locally as well as other Centier market locations.
• Support the TD team's SharePoint pages and Viva Engage groups with material that can promote sales and experience topics.
• Create post-work that is closely related to real-world work environments and reinforces learning, and appropriately measures and tracks participant results.
• Keep course materials up-to-date and meaningful by partnering with leadership, branches, and teams to observe/job shadow work that incorporates the sales and experience functions.
• Track efficiency and effectiveness measures related to the courses delivered.
• Identify and track key outcome measures that align training with the business unit's expectations from its associates.
• Report on these training metrics to the Talent Development Director and act on trends found within course evaluations.
• Collect feedback from managers and participants post-class to determine gaps and assess training effectiveness. Work with managers to identify and assist individuals that are struggling with behaviors applied on the job.
• Align training to Retail, Client Solutions Center, and other lines of business' goals and outcome measures to ensure we are meeting their sponsored training needs.

Other Duties:

• Be an ambassador of our Servant Heart culture, and a role model of our Values, Purpose, and Essentials of Excellence.
• Track CRM measures and observe associates in the field to collect data that demonstrate the application of sales behaviors on the job.
• Interface with Retail and Client Solutions Center Leadership to develop annual plans for training deliver and share metrics associated with training and application of behaviors on the job.
• Serve on teams and projects as necessary.
• Implement a growth mindset to continuously improve your craft.
• Open to 25% travel throughout the Indiana markets.
• Remain current with sales and experience topics and trends to enhance training programs annually.

Knowledge, Skills, and Abilities:

• Demonstrated ability to deliver training programs that create measurable outcomes that meet or exceed goals.
• Coaching experience to sustain and reinforce trained behaviors back on the job.
• Knowledge of learning theories and fundamental skills in the areas of adult training curriculum design and evaluation.
• Strong verbal and written communication skills, including the ability to effectively facilitate and adjust communication styles to the audience.
• Advanced computer knowledge in a Windows environment with skills associated in Microsoft Word, PowerPoint, and Excel.
• Experience utilizing a CRM.
• Basic knowledge in Smartsheet and Power BI.
• Proofread and verify written materials are error free.
• Must be flexible and able to manage change well in a fast-paced environment.
• Ability to follow-through on assigned tasks to ensure they are completed as expected and on time.

Minimum Qualifications:

• Bachelor's degree in a business-related field (strongly preferred).
• 5+ years sale efforts within at a Bank (strongly preferred).
• 5+ years of incumbent operational and sales experience.
• 7-10 years in banking preferred
• Demonstrated exceptional client service.

What do I do now?

• Apply with us!
• Refer this opening to others!

Disability Accommodation Statement
Centier Bank is an Equal Employment Opportunity/Affirmative Action employer and is committed to providing reasonable accommodations to individuals with disabilities in the employment application process. If you need an accommodation due to a disability to use our online system to apply for a position at Centier Bank, please call us at 219-755-6160 or send us an email at hrcareers@centier.com.

Equal Opportunity Employer: Disability/Veteran
Centier Bankis proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.