General Responsibilities
The Retail Training Specialist supports Retail Banking training initiatives through the delivery of sales, service, operational, product, systems, and onboarding training. This position is responsible for facilitating training programs, supporting employee development, assisting with onboarding activities, maintaining training materials, and reinforcing operational consistency throughout the retail network and Virtual Banking Center.
The Retail Training Specialist serves as a resource for frontline employees, helping to ensure team members have the knowledge, skills, and tools necessary to deliver exceptional customer experiences, achieve sales and service goals, and consistently execute operational procedures.
The role also assists with operational readiness initiatives, branch audit activities, and employee development efforts that support service excellence, sales performance, operational effectiveness, and organizational objectives.
Essential Functions/Duties
The following duties are representative of the essential functions of the position:
- Utilize the Bank's One Bank, One Team, One Brand philosophy to foster collaboration and support organizational goals.
- Deliver instructor-led, virtual, and on-demand training programs for Retail Banking and the Virtual Banking Center.
- Facilitate training related to sales, customer service, branch operations, deposit products, consumer lending, systems, account opening, compliance requirements, and operational procedures.
- Conduct onboarding and orientation training for newly hired employees.
- Assist employees with questions related to retail systems, products, services, procedures, and training content.
- Provide coaching, follow-up training, and developmental support to reinforce employee performance and knowledge retention.
- Assist in the development, maintenance, and updating of training materials, presentations, participant guides, job aids, procedures, and reference resources.
- Ensure training materials remain accurate and aligned with current products, systems, policies, and procedures.
- Collaborate with subject matter experts and business partners to support training initiatives and maintain training accuracy.
- Track training participation and assist with maintaining employee learning records, attendance documentation, and training reports.
- Assist with training logistics, classroom preparation, participant communications, scheduling activities, and technology setup.
- Support product launches, system enhancements, procedural updates, and operational initiatives through employee training and communication efforts.
- Participate in branch visits and observational activities to support employee development, operational consistency, and training reinforcement.
- Assist with branch audits, operational reviews, and observational assessments as directed.
- Support the collection and organization of documentation required for internal and external audits and examinations.
- Assist with testing and validation of new products, services, systems, procedures, and operational processes prior to implementation.
- Collaborate with the Senior Trainer & Operations Specialist to identify training opportunities related to audit findings, operational trends, and employee development needs.
- Support ongoing employee development, knowledge retention, and skill enhancement efforts.
- Maintain confidentiality of customer, employee, and Bank information.
- Travel throughout the Bank's footprint as needed to conduct training and support Retail Banking initiatives.
