Retail Learning & Development Coach — Elevate Customer Experience

Oklahoma Fidelity Bank; Oklahoma City (OK); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Signing bonus

Job summary

Oklahoma Fidelity Bank is seeking a Retail Learning and Development Specialist to deliver engaging one-on-one training, provide superior service, and deepen relationships with existing and prospective customers across headquarters and branches.

You will coach learners, conduct observations and practice exercises, report performance to leadership, and support customers with account services and digital banking as part of daily operations.

Qualifications

• A high school diploma (or equivalent).
• 2+ years of customer service experience.
• Strong written and verbal communication skills including superior presentation skills.
• Self-driven with an ability to prioritize and work independently.

Responsibilities

• Reviewing previous learned topics to ensure retention of concepts and skills.
• Providing on-the-spot coaching and feedback to the learner.
• Conducting observations, role playing and practice exercises, and answering questions that arise.
• Communicating with leadership on the learner’s performance.
• Assisting in general account inquiry requests from customers.
• Processing transactions through an IBM or teller pod, assisting customers through chat and phone channels, and troubleshooting digital banking services.
• Opening accounts, assisting customers with the maintenance of their accounts, and closing requests.
• Identifying financial needs, cues, and needs-based recommendations of customers.
• Completing outbound calls and referring to business partners as appropriate.
• Responding to email inquiries and answering calls to the Retail L&D support line.

Skills

Customer service

Communication

Presentation skills

Self-motivation

Education

High school diploma

Job description

Oklahoma Fidelity Bank is seeking a Retail Learning and Development Specialist to deliver engaging one-on-one training, provide superior service, and deepen relationships with existing and prospective customers across headquarters and branches.

You will coach learners, conduct observations and practice exercises, report performance to leadership, and support customers with account services and digital banking as part of daily operations.