Retail Training Architect for Customer Experience

borderbank; Thief River Falls (MN); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Paid Time Off

Paid Holidays

Health, Dental & Vision Insurance

401(k) with Employer Match

Education Assistance

Wellness Dollars

EAP

Job summary

Border Bank is seeking a Retail Training Manager to design, develop, and deliver onboarding, transition, and ongoing training for our retail teams across multiple locations. You will partner with Retail, Deposit Operations, Loan Operations, Risk, and other departments to ensure employees have the knowledge and tools to deliver exceptional customer experiences.

The role reports to the Customer & Employee Experience Director and involves building training materials, maintaining resources,

Qualifications

• Associate's degree in a related field or equivalent specialized training.
• Minimum of three years of banking experience preferred.
• Minimum of one year of training, coaching, employee development, or instructional experience preferred.

Responsibilities

• Design, develop, coordinate, and deliver onboarding, transition, and ongoing training programs for retail staff to support competency, compliance, product knowledge, and service excellence.
• Create and maintain retail learning resources, job aids, procedures, and reference materials to ensure accuracy, consistency, and accessibility.
• Partner with Deposit Operations, Loan Operations, Risk, and other departments to create and maintain retail processes, procedures, and support resources.
• Serve as a primary resource for branch staff regarding retail policies, procedures, and operational processes, providing guidance and appropriate escalation support when needed.
• Identify and address learning and resource needs related to bank-wide products, services, initiatives, and process changes.
• Monitor training effectiveness and recommend improvements that enhance employee knowledge, performance, engagement, and retention.
• Research and implement adult learning best practices and training delivery methods to improve the learning experience.
• Leverage learning technologies, communication channels, and training platforms to effectively deliver educational content.
• Serve as a subject matter expert on retail systems by providing user guidance, supporting troubleshooting efforts, and identifying opportunities for system optimization from an end-user perspective.
• Represent the Retail department on project teams and initiatives focused on customer experience, employee experience, branch efficiencies, and operational best practices.
• Evaluate project impacts on retail teams and develop supporting procedures, communications, and training plans.
• Manage the online account opening channel to ensure appropriate coverage, processing efficiency, and service levels.
• Develop and maintain training materials, communications, and resources related to retail products, services, procedures, and operational changes.
• Build strong working relationships with retail leaders, banking peers, training professionals, and industry organizations to identify emerging trends and best practices.

Skills

Banking experience

Training & development

Onboarding & training

Cross-department collaboration

Education

Associate's degree in related field

Equivalent specialized training

Tools

Retail systems

Learning platforms

Job description

Border Bank is seeking a Retail Training Manager to design, develop, and deliver onboarding, transition, and ongoing training for our retail teams across multiple locations. You will partner with Retail, Deposit Operations, Loan Operations, Risk, and other departments to ensure employees have the knowledge and tools to deliver exceptional customer experiences.

The role reports to the Customer & Employee Experience Director and involves building training materials, maintaining resources,