Retail Training Manager

Border Bank; Northdale (MN); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Paid Time Off

Paid Holidays

Health, Dental & Vision Insurance

401(k) with Employer Match

Education Assistance

Employee Assistance Program (EAP)

Job summary

Border Bank seeks a Retail Training Manager to design, implement, and maintain training programs for our retail teams across multiple locations. You will partner with Retail, Deposit Operations, Loan Operations, Risk, and other departments to ensure staff are equipped to deliver exceptional customer experiences and operational excellence.

This role reports to the Customer & Employee Experience Director and emphasizes onboarding, ongoing development, and the use of learning technologies to

Qualifications

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

Responsibilities

• Design, develop, coordinate, and deliver onboarding and ongoing training for retail staff.
• Create, maintain, and update training resources, procedures, and reference materials.
• Collaborate with departments to maintain retail processes and support resources.
• Act as primary resource on retail policies and operational processes.
• Identify learning needs related to bank products, services, and initiatives.
• Monitor training effectiveness and suggest improvements.

Skills

Training & development

Adult learning

Cross-functional collaboration

Communication skills

Education

Associate's degree or equivalent

Tools

Learning Management System (LMS)

Job description

Border Bank is seeking a Retail Training Manager to join our team. This position has the flexibility to office at any of our current Border Bank locations in Fargo, North Dakota, or Badger, Baudette, Clearbrook, Coon Rapids, Greenbush, International Falls, Middle River, Roseau, or Thief River Falls, Minnesota.

The Retail Training Manager reports to the Customer & Employee Experience Director and is responsible for developing, implementing, and maintaining training programs, resources, and procedures that support the success of Border Bank's retail teams. This position serves as a key partner to Retail, Deposit Operations, Loan Operations, Risk, and other departments to ensure employees are equipped with the knowledge, tools, and resources needed to deliver exceptional customer experiences and operational excellence.

Retail Training Manager Key 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.

Retail Training Manager Education and Experience

• 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.

Border Bank Employee Benefits

Border Bank offers a comprehensive benefits package designed to support your health, financial well-being, and work-life balance:

• Paid Time Off & Paid Holidays
• Paid Parental Leave & Childbirth Recovery Leave
• Health, Dental & Vision Insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• 401(k) with Employer Match
• Bank-Paid Life Insurance & Long-Term Disability
• Supplemental Insurance Options (Accidental Injury, Heart & Stroke, Cancer, Intensive Care, Hospital Indemnity, Critical Illness, Life, and Short-Term Disability Insurance)
• Employee Assistance Program (EAP)
• Wellness Dollars
• Civic & Recreational Benefit
• Education Assistance