Are you someone who seeks opportunity and has a true desire to grow your career with an organization that has enriched the lives of its clients and communities in the Greater Washington region for more than 150 years? If so, Sandy Spring Bank may be the perfect fit for you!

Sandy Spring Bank is a growing financial services company focused on creating real experiences for our employees, clients, shareholders and communities. We are proud to have been certified as A Great Place To Work, recognized by The Washington Post and the Baltimore Sun as a Top Workplace, by Forbes magazine as the #1 Bank in Maryland. It is our employees who play an integral role in shaping who we are as a company and upholding what matters most to us: people and relationships.

To help us attract the highest quality individuals, we offer a comprehensive benefits package to those who qualify. We offer competitive market salaries, paid time off, multiple retirement savings options, full health care options, life insurance, health care and dependent care flexible spending accounts, career development opportunities, tuition assistance and volunteer opportunities. We are proud to offer those, and so much more, making Sandy Spring Bank a remarkable place to work and build a career.

About The Job:

Sandy Spring Bank is currently recruiting for a CSC Training Specialist. A CSC Training Specialist maximizes call center representatives effectiveness by ensuring representatives have thorough knowledge of products and services as well as troubleshooting and problem resolution techniques. The training specialist will train representatives to provide remarkable experiences through multiple channels to include phone, electronic mediums, or mail based on the Bank's Principals. The trainer is responsible for developing new client service specialists to attain goals with a focus on helping them develop the skills and knowledge they need to be amazing. The trainer will perform duties of a Client Service Specialist III as needed and to keep apprised of the various positions functions to be fully enabled to train our team members. This includes handling highly complex client requests and the ability to perform most maintenance and servicing requirements for all account types.

MAJOR JOB ACCOUNTABILITIES:

Facilitation

1. Deliver effective training programs using a variety of facilitation instructional techniques and formats such as role playing, simulations, team exercises, group discussions, webinars, lectures and one-on-one training utilizing pre-determined instructor notes.
2. Evaluate participant performance; share results with trainee's supervisor and/or manager, and Human Resources. Maintain records for training and employee files.
3. Provides performance support fielding questions and issues from employees related to the business and/or systems.
4. Maintain and develop current knowledge and skill set related to the banking industry and systems used throughout the organization as well as knowledge of the learning & professional field.

Program Design and Development

1. Development and distribution of training tools such as standard operating procedures, reference manuals, job aids, and other end-user documentation.
2. Helps produce training materials for in-house courses as appropriate.
3. Regularly assists with the evaluation of current training programs and instructors' materials to ensure programs deliver results.

Training Coordination

1. Coordinate, schedule, and prepare materials and distribute pre-work for business and technical training for new hires and current employees.
2. May work with external vendors or internal partners to coordinate training delivery.
3. Schedule check-in meetings with LaPD quarterly and attend LaPD train-the-trainer sessions/staff meetings

Special Projects

Special projects may include but are not limited to:

1. Delivering ad-hoc classes in support of business needs.
2. Writes emails, announcements, flyers, etc. to announce upcoming training and department events.
3. Attend meetings and participates on project teams as designated to ensure knowledge of changes and ensure CSC input/needs are taken into account.

Contact Center Support

1. Acts as contact center agent during high client contact volume situations.
2. Will work as agent a minimum 5 days per quarter.
3. Supports team members in absence of team leader to ensure continued delivery of Remarkable Client Experiences and that SLA goals are met as defined by department and Bank standards.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Position requires 3-4 years of work experience in retail banking and contact center customer service. In addition, 1-2 years of formal or informal training experience is preferred.

• Strong interpersonal skills are necessary to effectively facilitate training and to maintain positive rapport within the organization. Must be able to deal effectively with diverse class participants.

• Ability to develop training and methodology programs that are unique to the organization's goals, values and mission statement.

• Excellent presentation skills (oral and written), as well as ability to motivate, teach, and inspire staff.

• Willingness and ability to share skills, knowledge, and expertise to train and mentor new team members. Ability to maintain a positive attitude and instill the CX Principals in trainees.

• Must be able to employ project management processes to achieve stated objectives.

• Must be able to operate a personal computer, mobile device, and Call Center telephone. Knowledge of standard Microsoft Office and Windows-based office software is expected. Advanced knowledge of Internet access and web services is also required.

• The ability to express ideas effectively in English, written and oral, well enough to comprehend instructions, be understood by contacts, and legibly complete standard forms is required. A strong speaking voice is required with the ability to clearly express oneself over the telephone.

• Advanced problem solving skills are required to find solutions to problems that are technically complex. Situations require operational knowledge of the work of the unit which may involve a range of possible solutions utilizing data from diverse sources.

• Work is under minimal supervision, where independent judgment is required in the interpretation of existing policies and procedures and the alternative work routines.

SPECIFIC PHYSICAL REQUIREMENTS:

Work requires reasonable mobility in and around the work area. Ability to use standard computer and phone systems is required

WORKING CONDITIONS:

Normal office environment where there is almost no discomfort due to temperature, dust, noise, or other disagreeable elements.

Work includes little or no potential exposure to hazardous conditions.

Must be able to travel to remote company and/or client locations.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Sandy Spring Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

If you require a reasonable accommodation to apply for a position, please call our job line at 1-800-399-5919 and select option 5. Requests are considered on a case-by-case basis.

Sandy Spring Bank partners with various job boards to advertise our openings. Please visit our website, www.sandyspringbank.com to confirm the validity of the job posting to avoid any potential fraudulent activity. We encourage and recommend all candidates to apply via our website.