Retail Trainer - Ankeny or Des Moines, IA

Job Duties and Responsibilities

• Deliver and track consistent, high-quality onboarding and promotion training for Retail employees.
• Provide in-person and virtual training, coaching, and reinforcement to ensure new hires, promoted team members, and existing retail employees build confidence, competence, and sound decision-making skills.
• Partner with branch and regional leadership to standardize training delivery, close skill gaps quickly, and ensure timely completion of the Salesforce Training Tracker.
• In rare circumstances, provide temporary in-branch support to cover staffing gaps (such as PTO) as a last resort to ensure continuity of operations.
• Own end-to-end onboarding and promotion training for Retail roles (ex. Universal Bankers I & II, Branch Coordinator, Assistant Branch Manager), ensuring consistent delivery across all four regions.
• Deliver hands-on training in-person and virtually, using structured training plans, demonstrations, guided practice, and scenario-based learning.
• Conduct multiple daily touchpoints with trainees during early onboarding and role transitions to reinforce learning, answer questions, and build confidence in decision-making.
• Manage and ensure completion of the Salesforce Training Tracker, including assigning/confirming activities, validating completion, documenting progress, and escalating barriers to completion.
• Standardize training delivery by maintaining and improving training materials (job aids, guides, videos, roleplay scripts, scenario libraries, checklists, and quick reference tools).
• Train and validate proficiency in core retail skills, including: Retail systems and workflows, Teller and transaction execution (where applicable), Operational accuracy and risk-aware practices (compliance-adjacent procedures), Research/navigation of bank services and tools, Checking and savings product knowledge, features, benefits, and positioning, Customer conversation fundamentals (needs discovery, solution matching, handoffs, follow-up).
• Identify skill gaps early and implement targeted remediation plans (extra practice, additional modules, shadowing plans, and follow-up coaching).
• Partner with Branch Managers and retail leadership to align training to branch expectations, role responsibilities, and customer experience standards.
• Provide structured feedback to the Performance Coach and retail leadership on training effectiveness, recurring gaps, and opportunities to reduce errors/rework.
• Support employee career development by guiding trainees through role expectations, performance standards, and promotion readiness pathways.
• Maintain strong product and process knowledge, staying current on policy updates, procedure changes, and system enhancements that impact frontline execution.
• Promote a positive learning culture by building rapport with trainees, reinforcing confidence, and creating an environment that encourages questions and continuous improvement.
• Travels as needed across markets/regions to support in-branch onboarding, milestone validations, and promotion transitions (hybrid coverage model).
• Provide temporary in-branch coverage for staffing needs (e.g., PTO or unexpected absences) as a last resort, ensuring minimal disruption to training priorities.

Skills

• 3-5 years of Retail banking experience.
• Working knowledge and experience in banking services and products, sales and service.
• Background in bank operating policies and procedures and state and federal banking regulations.
• Strong interpersonal and employee relations skills, with the ability to build trust, foster rapport, and effectively engage and energize groups of new learners.
• Ability to maintain confidentiality with sensitive personnel matters.

Qualifications

• Equal Opportunity Employer, including Veterans and Individuals with Disabilities.