Retail Training Manager

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.

About the role

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.

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.

Requirements

• 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.

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