Retail Banking Trainer - Central & Eastern Markets (Fenton, Lapeer and surrounding areas) at ChoiceOne Bank – Fenton, Michigan

Retail Banking Trainer

Exempt

Equal Employment Opportunity

Corporate Values & Mission

Provide superior service, quality advice, and show our utmost respect to everyone we meet.

General Summary

The Retail Banking Training & Development Manager is responsible for the design, delivery, and continuous improvement of training programs that support the success of retail banking employees. This role ensures new and existing employees are equipped with the knowledge, skills and behaviors required to perform effectively, remain compliant, and deliver exceptional customer service.

The Retail Banking Training & Development Manager partners with Retail Leadership, Compliance, and subject matter experts to promote consistent processes, reinforce regulatory requirements, and drive continuous learning and performance improvement across the retail network.

Reports To: SVP Retail Banking

Essential Duties and Responsibilities

• Establish and execute a comprehensive retail training strategy that supports organizational goals and operational excellence.
• Design and deliver effective instructor-led, virtual, and blended learning programs to support onboarding, cross-training, and ongoing development of retail banking employees to include retail banking operations, products, systems, policies, procedures, and service expectations.
• Serve as a subject matter expert to Retail Leadership on learning, development, readiness and performance trends.
• Develop, maintain, and update training materials including presentations, participant guides, job aids, assessments, and reference tools to ensure accuracy, relevance, and alignment with policies and procedures.
• Assess learner comprehension and performance through evaluation, observations, and feedback; provide coaching, reinforcement and follow-up support as needed.
• Identify training gaps and proactively recommend solutions to enhance employee readiness and consistency across branches.
• Collaborate with Retail Leadership, Compliance, Operations and subject matter experts on support training initiatives, process improvements, and organizational change
• Maintain accurate training records, attendance documentation, attendance calendars, and related reporting.
• Align training initiatives with new product launches system enhancements, regulatory changes, and strategic retail initiatives.
• Ensure compliance with all regulatory requirements including the Bank Secrecy Act and USA PATRIOT Act.
• Maintain confidentiality of all employee and operational information.
• Perform additional duties as assigned.

Supervisory Responsibilities

This role has no direct supervisory responsibilities.

Qualifications

To perform this job successfully, an Individual in this position must be able to perform each of the above essential duties satisfactorily and exhibit the values of the Company. In addition, the requirements listed below are representative of the knowledge, skill and/or ability required.

Experience and/or Education

High school diploma or equivalent required; associate or bachelor’s degree preferred. Four (4) or more years of experience in retail banking required, prior training or coaching experience preferred.

Core Competencies

Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings; writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data accurately; able to read and interpret written information.

Analytical – Synthesizes complex and diverse information; collects and researches data; uses intuition and experience to complement data.

Technical Skills – Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others. Has a thorough understanding of underwriting, coverages and rating procedures

Strategic Thinking – Understands organization’s strengths and weaknesses; analyzes market and competition; identifies externals threats and opportunities; adapts strategy to changing conditions.

Quality – Demonstrates accuracy and thoroughness; monitors own work to ensure quality.

Delegation – Delegates work assignments; gives authority to work independently; sets expectations and monitors delegated activities; provides recognition for results.

Judgment – Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process. Makes timely decisions.

Visionary Leadership – Inspires respect and trust; mobilizes others to fulfill the vision.

Licenses & Designations

None

Physical Demands and Work Environment

Ability to work in an office environment which may include many hours of computer and telephone usage. This position is not remote-eligible.

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

This position description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodations.