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.

Education/Training: Associate's degree required. Bachelor's degree in Business, Banking, Education, Finance, Human Resources, Organizational Development, or a related field preferred.

Knowledge/Skills/Abilities: 

• Strong knowledge of retail banking products, services, systems, and branch operations.
• Understanding of sales practices, customer service standards, operational procedures, and compliance requirements.
• Excellent presentation, facilitation, communication, and interpersonal skills.
• Ability to effectively train and engage employees with varying levels of experience.
• Strong organizational and time management skills.
• Ability to communicate complex concepts in a clear, professional, and practical manner.
• Strong attention to detail and follow-through.
• Proficiency with Microsoft Office applications, presentation tools, and learning technologies.
• Ability to work independently and collaboratively in a team environment.
• Commitment to employee development, operational excellence, and continuous learning.

Experience: Minimum of three (3) years of retail banking experience required. Previous experience in branch operations, customer service, sales, onboarding, training, coaching, or employee development preferred.

Required Certifications/Licenses: N/A

Travel Requirements: Routine travel throughout the Bank's footprint is required.

Scheduling: Standard business hours with flexibility to support classroom training, branch visits, onboarding activities, learning events, organizational initiatives, and business needs as required.

Ancillary Duties

Perform tasks which are supportive in nature to the essential functions of the job, but which may be altered or redesigned depending upon organizational needs and business priorities.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential job functions of this position, the employee is regularly required to sit, stand, talk, hear, walk, use hands and fingers, handle or feel objects, and reach with hands and arms. At times required to stoop, kneel, bend, crouch, and lift up to 25 pounds. This position requires regular use of a computer.