Customer Service Training Manager

7 days ago

Madison Wisconsin, United States Lake Ridge Bank Full time
About the Role

We are seeking a highly skilled and experienced Retail Trainer to join our team at Lake Ridge Bank. As a Retail Trainer, you will play a pivotal role in shaping the future of our Customer Service Associates (CSAs) and Personal Bankers.

As a key member of our retail banking team, you will design and deliver dynamic training programs that ensure our retail associates excel in their roles, master banking systems, and provide top-tier service to our clients.

Key Responsibilities
  • Design, develop, and deliver training programs for new CSAs and Personal Bankers, ensuring they have the necessary knowledge and skills to perform their duties effectively.
  • Work closely with Retail Operations to stay updated on changes to banking systems and processes and incorporate these updates into training materials and programs.
  • Utilize microlearning techniques to provide ongoing learning opportunities for retail associates, enhancing their skills and knowledge in a manageable, effective manner.
  • Collaborate with management to identify specific training needs and develop training solutions to address these needs.
  • Provide managers with tools and techniques to coach their teams effectively, fostering a culture of continuous improvement and learning.
  • Monitor and evaluate the effectiveness of training programs, making adjustments as needed to ensure they meet the learning objectives and improve performance.
  • Conduct regular visits to bank locations to deliver training sessions, monitor the implementation of best practices, and provide support and coaching to CSAs and Personal Bankers in real-life scenarios.
  • Ensure that all training activities align with the bank's policies and regulatory requirements.
Requirements
  • Bachelor's degree in Education, HR, Business Administration, or related field and/OR 3-5 years in banking, preferably in a retail banking or financial services setting.
  • 3 years in retail banking with a proven track record of success.
  • Excellent understanding of banking operations, products, and services.
  • Proven ability to design and deliver effective training programs.
  • Well-developed interpersonal and communication skills (especially listening and verbal) in order to communicate and relate effectively with clients and associates.
  • Good accounting/math skills with the ability to work precisely with numbers and financial calculations.
  • Strong attention to detail with the ability to work efficiently & accurately.
  • Strong organizational skills, including the ability to prioritize and remain calm while working in a fast-paced/deadline-driven environment.
  • Proficient in Microsoft Office Suite and e-learning platforms, proficient typing/keyboarding skills and the ability and willingness to learn new programs and software.
  • Ability to represent the organization in a professional, positive manner.
Preferred Qualifications
  • 3 years of experience in a training role, preferably within the banking or financial services industry.
  • Certification in Training and Development.
  • Experience with microlearning techniques and digital training solutions.
  • Knowledge of adult learning principles and instructional design methodologies.
About Lake Ridge Bank

Lake Ridge Bank values a diverse workforce and is an Affirmative Action/Equal Opportunity Employer. Minorities, Females, Veterans, and Individuals with Disabilities encouraged to apply.

Consistent with Lake Ridge Bank's commitment to employ and advance qualified individuals with disabilities, Lake Ridge Bank provides reasonable accommodation to apply for or perform a job.

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