Client Experience Trainer

The Client Experience Trainer is responsible for developing and delivering training that equips team members to perform their roles confidently, competently, and consistently, ensuring a high-quality experience for both internal and external customers. Training may range from foundational onboarding to advanced, specialized instruction tailored to specific functions and responsibilities. The goal will be to reinforce core values to foster engagement, alignment, and a positive client and employee experience.

This role requires a strong understanding of the legal, operational, and technical aspects of bank processes and systems. The Client Experience Trainer must remain current on policies and procedures affecting multiple areas of the Bank and may assist with research and other specialized projects as needed. The position will also be responsible to standardize procedures and behaviors, minimizing errors, driving efficiency, and fostering a cohesive workplace culture.

Key goals of the position are to prevent bifurcated delivery channels and preserve institutional knowledge, best practices, and core values; reduce exposure to operational, compliance, and reputational risks through structured training and documentation; and centralize retention and control of training records and assets, including decks, job aids, user guides, and employee reference materials used for training purposes.

Duties & Responsibilities:

Training

• Works closely with HR in managing and scheduling training for new hires.
• Provides support to all client-facing employees, including branches, Digital Support, Client Service Center, Deposit Operations and Loan Operations; demonstrates superior service with appropriate follow through with all personnel.
• Works with managers to identify and source/develop additional training for employees to meet job requirements and career development goals.
• Works with all departments to evaluate and recommend external training to deliver cost effective solutions.
• Maintains up-to-date knowledge of all related Bank policies and procedures and works closely with subject matter experts for those subjects including BSA, fraud, security, and compliance.
• Schedules, conducts and/or facilitates blended learning programs in the following areas:
• New Employee training
• New Teller training;
• New Consumer & Business Accounts training, including legal entities
• Client experience training to ensure full adoption of services to address client needs, including onboarding, loan referrals, account analysis, and treasury services to enhance client interactions, drive revenue, and support Bank strategic initiatives through informed product recommendations and ongoing training
• Product, service, process, or systems rollout and enhancement training
• Training to support employee development based on established development plans
• Changes in policies or procedures; and
• Other curriculums as directed or required.
• Evaluates training performance on all internal learning and development programs, including online and in-person delivery, collaborating with operations to identify error trends and proactively provide tactical training, develop or enhance employee resources including job aids and user guides, and identify procedure gaps.
• Tracks training budget to ensure cost effectiveness.
• Administers all learning platforms and maintains for continuous improvement.
• Participates in project-planning initiatives and partners with HR and managers on career development roadmaps.
• Partners with HR on the design and delivery of customer learning programs, workshops and webinars through Learning Management System.
• Coordinates with Compliance/Fraud Manager to develop training and onboarding programs, as well as updates to stay current with trends, with responsibility to create and deliver training at the direction of the Risk Department staff as they may have limited time to conduct in-person training.

General

• Cooperates with, responds to and remediates findings related to audits, vendor management, compliance with regulatory and compliance issues and updates, and risk management.
• Manages varying activities such as troubleshooting issues, drafting documents, interacting with branch and digital banking staff, managing analytics, and working with all departments to develop and deliver training as the Subject Matter Expert in products.
• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
• Completes administrative tasks correctly and on time; supports the Bank's goals and values; benefits the Bank through outside activities.
• Comply with all applicable OSHA safety standards, including:
• Read the workplace safety and health poster at the jobsite.
• Report hazardous conditions to your supervisor and/or HR
• Report any job-related injury or illness to your supervisor and/or HR, and seek treatment promptly.

Compliance

• Complies with all bank policies and procedures and all applicable government regulations. Stays current and knowledgeable of all policies, procedures and regulations related to the job functions and completing all assigned training on time, requesting additional training as needed to be proficient in all job responsibilities; cooperates with internal and external auditors and bank examiners by providing full cooperation and timely delivery of requested documentation and information; and reports concerns about compliance to the Compliance Officer to enable prompt remediation.
• Complies with Bank policies and procedures relating to the Bank Secrecy Act (BSA), and Anti Money Laundering (AML) and Office of Foreign Asset Control (OFAC) guidance. Reports suspicious activity to the BSA Department through a Suspicious Incident Report (SIR).
• Adheres to privacy and information security policies, and ensure all sensitive internal and external customer information is properly secured and safeguarded. Use secure methods delivering client and/or confidential data by email.
• Demonstrates knowledge of an adherence to Equal Employment Opportunity (EEO) policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.

Qualifications:

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• Bachelor's degree from a college or university; or 2-5 years of related experience and/or training; or the equivalent combination of education and experience. Work-related experience must consist of training and facilitation in a financial institution or corporate environment. Educational experience, through in-house training sessions, formal school or financial industry-related curriculum, is required to be applicable to the financial industry. Certified Training Professional (CTP) Certification from the Association for Financial Professionals is preferred.
• Advanced experience, knowledge and training in financial institution activities, operations, terminology, sales, and products and services.
• Highly developed interpersonal skills with the ability to effectively and accurately present information, conduct new hire orientation, answer questions and resolve issues to a diverse range of students in a clear, concise, confident and relevant manner.
• Advanced skills in performing needs assessment, objective setting, media use, training strategy and project management.
• Demonstrated strong classroom management skills with advanced experience in training, coaching and motivating others to meet job specific goals.
• Intermediate skills in instructing on systems or technical procedures with the capability of effectively trouble shooting technology issues.
• Advanced knowledge of related state and federal banking compliance regulations and Bank policies and procedures.
• Ability to read, analyze and interpret general business periodicals, professional journals, and technical procedures.
• Excellent organizational, time management and analytical skills with attention to detail.
• Intermediate skills in computer terminal and personal computer operation; mainframe computer system; word processing, spreadsheet and specialty software programs.
• Intermediate typing skills to meet production needs of the position.
• Basic math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.
• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, speak clearly to customers and employees.
• Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.
• Ability to work with no supervision while performing duties.
• Travel Required.

Working Conditions & Physical Requirements:

The Learning & Development Officer is in a non-confined office-type setting in which he or she is free to move about at will. It may include some minor annoyances such as noise, odors, drafts, etc. The position may include driving a Bank or personal owned vehicle approximately 5% of the time which includes exposure to the outside weather elements and moving mechanical parts.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The employee in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 20 pounds), driving, carrying, sitting, pulling, walking, standing, squatting, kneeling and reaching.

The employee for this position may operate any or all of the following: telephone, cell phone, copy and fax machines, adding machine (calculator), scanner and image systems, personal computer and related printers, or other equipment as directed.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Direct Reports:

No direct reports