Retail Training Manager: Elevate Customer Experience

Border Bank; Fargo (ND); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Paid Time Off & Holidays

Parental Leave & Childbirth Recovery

Health Insurance

Health Savings Account (HSA)

401(k) with Employer Match

Life Insurance

Wellness Dollars

Education Assistance

Job summary

Border Bank is seeking a Retail Training Manager to design onboarding, transition, and ongoing training for our retail teams. This role supports competency, product knowledge, and service excellence across multiple locations in North Dakota and Minnesota.

Reporting to the Customer & Employee Experience Director, you will create learning resources, partner with operations teams, and drive training effectiveness through modern platforms and adult learning best practices.

Qualifications

• Associate's degree in 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

Instructional design

Adult learning

Training delivery

Learning technologies

Cross-functional collaboration

Education

Associate's degree

Tools

Learning management systems

Retail systems

Job description

Border Bank is seeking a Retail Training Manager to design onboarding, transition, and ongoing training for our retail teams. This role supports competency, product knowledge, and service excellence across multiple locations in North Dakota and Minnesota.

Reporting to the Customer & Employee Experience Director, you will create learning resources, partner with operations teams, and drive training effectiveness through modern platforms and adult learning best practices.