Job Description
The Bank Trainer is responsible for the design, delivery, and facilitation of training programs that support all lines of business across the organization. This role ensures employees at all levels, including frontline staff, lenders, officers, and support teams, are equipped with the knowledge, skills, and tools necessary to perform effectively while delivering exceptional customer experiences. The Bank Trainer plays a critical role in onboarding, skill development, and ongoing performance improvement by delivering training through virtual, classroom, and in-branch formats.
Key Responsibilities:
Bank-Wide Training Delivery
Facilitate training programs for employees across all business lines, including retail, commercial, Business Solutions, operations, and support functions
Ensure consistent understanding of bank products, services, systems, and processes across the organization
Adapt training approach based on audience
In-Branch Training and Coaching
Conduct regular in-branch visits to deliver hands-on training and real-time coaching
Observe employee interactions, workflows, and execution to reinforce best practices
Provide immediate, actionable feedback to improve performance, accuracy, and customer experience
Partner with branch leadership to identify skill gaps and implement targeted development plans
Drive consistency across locations through ongoing presence and engagement in branches
Operational and Compliance Training
Deliver training on bank policies, procedures, and regulatory requirements across all functions
Reinforce internal controls, audit standards, and risk management practices
Support rollouts of system updates, product changes, and process improvements
Ensure employees understand and adhere to compliance expectations in their roles
Sales, Service and Relationship Development
Facilitate training on consultative conversations, relationship building, and customer engagement
Reinforce service standards and the bank’s customer experience expectations
Support development of referral and cross-functional collaboration behaviors
Partner with leadership to align training with organizational production and growth goals
Training Development and Program Management
Develop, update, and maintain training materials, programs, and job aids for bank-wide use
Deliver training through a combination of classroom, virtual, and on-the-job methods
Evaluate training effectiveness through feedback, performance metrics, and observation
Continuously improve training content and delivery methods to meet evolving business needs