Developing core job competencies for payment services roles and associating them with personality traits using the WorkPlace Big Five Profile(TM)

This purpose of this study was to investigate the tasks and job competencies new staff member training should focus on to ensure efficiency and proficiency in front- and back-end operations in Payment Services roles; identify the job competencies that managers and staff members perceive as necessary to perform required tasks associated with those operational areas; and, determine the traits most strongly associated with the identified job competencies based on personality research using the WorkPlace Big Five Profile. Support of this study was based on a strategic business need to establish a more comprehensive method for selection, training, and evaluation. A total of 81 duty areas and 557 tasks were identified and rank ordered along with 46 core job competencies shared amongst the 149 tasks identified in the top 25 percent. When considering the importance of individual and organizational congruence, awareness of the expected job competencies can influence attitude, expectations, and organizational acceptance. Identifying success-related attitudes and realistic job expectations can enhance new staff members success and longevity with the organization. Although the traits appear to match the personalities of the staff members working in Payment Services, there were no significant correlational findings regarding the relationship among the Big Five personality traits and the job competencies derived. This research has benefited the organization by incorporating the values and beliefs of all trait types in the decision-making process and helping staff members work more effectively together and are more productive since they now have an increased understanding and acceptance of personality characteristics unique to individual team members.