Retail Training Specialist

The Retail Training Specialist plays a critical role in enhancing the skills and knowledge of retail banking branch employees. This position is responsible for developing and delivering comprehensive training programs focused on banking operations, systems, sales and service, product knowledge, processes, and procedures. In addition, the role involves collaborating with branch managers and other stakeholders to ensure training aligns with organizational goals and employee development needs.

Essential Responsibilities:

• Design and develop a comprehensive training program that includes branch operations, compliance, banking systems, sales and service standards, product and services knowledge, processes, and procedures.
• Develop and maintain high-quality training materials, including manuals, guides, presentations, e-learning modules, and job aids tailored to various learning styles.
• Ensure all training materials are up-to-date, accurate, and aligned with the latest banking policies, organizational process and procedures, compliance requirements, and technology.
• Create visually appealing and easy to understand training content to enhance learning retention and engagement.
• Utilize a variety of training methods, including classroom instruction, e-learning, workshops, and on-the-job training, to cater to diverse learning styles.
• Conduct engaging and interactive training sessions for new hires and existing employees.
• Analyze performance metrics and feedback to tailor training programs to specific employee and organizational needs.
• Implement evaluation tools to measure the effectiveness of training programs, such as quizzes, assessments, in-branch observations, and post-training surveys. Use data and feedback to refine training programs for continuous improvement.
• Track employee performance and application of skills post-training to determine the impact on job performance and business outcomes.
• Collaborate with internal stakeholders across retail, operations, compliance, and technology teams to streamline processes, enhance training methodologies, identify skill gaps, and create scalable solutions that drive consistency, efficiency, and compliance throughout the retail department.
• Serve as the retail subject matter expert on core banking applications and provide daily support to employees encountering technical issues or knowledge gaps.
• Function as the primary administrator for the teller system, managing user access, troubleshooting system issues, and consult with IT and application vendors for technical support.
• Maintain educational and professional expertise through attendance at job-related seminars, conferences, workshops, and attending all relevant internal training.
• Foster a culture of learning by collaborating with employees at all levels to encourage knowledge sharing and professional growth.
• Complete additional projects, operational, or administrative tasks/other duties as assigned.

Preferred Education, Experience, Skills, and Attributes:

Experience:

• Minimum of 3-5 years of experience in retail banking operations, or a similar role preferred.
• Proven experience in designing and delivering training programs, preferable in a banking or financial services environment.
• In-depth knowledge of retail banking operations, products, services, compliance, regulations, and systems.

Skills:

• Ability to develop, document, and refine procedures that improve operational efficiency.
• Strong analytical and critical thinking skills with a focus on practical application of banking technology.
• Excellent communication, presentation, facilitation, and interpersonal skills.
• Strong time management and organizational skills, enabling prioritization of tasks and management of multiple responsibilities in a fast-paced environment.
• Proficiency in Microsoft Office Suite and banking software applications.

Attributes:

• High level of integrity, professionalism, and accountability.
• An initiative-taking mindset with the ability to anticipate challenges, adapt to change, and drive continuous improvement.
• Collaborative team player demonstrating initiative and ownership.

Compliance:

• The employee is responsible and accountable for establishing and following procedures to ensure compliance with all applicable regulatory rules and regulations. Actively identifies and mitigates different types of risk, such as regulatory, reputational, and operational.
• Bank of Washington will reasonably accommodate qualified individuals with a disability so that they can perform the essential functions of a job.

The Bank of Washington is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.