Description

The Retail Trainer is responsible for designing and delivering impactful, client-focused training for retail associates, including Client Service Associates (CSAs), Personal Bankers, and Client Support Representatives.  This role ensures associates build the knowledge, confidence, and judgment needed to support clients effectively across retail offices and the contact center, while navigating systems, processes, and client conversations with consistency and care. The Retail Trainer partners closely with Retail Operations and leadership to identify evolving training needs and deliver scalable, engaging learning solutions, including the use of digital tools and AI-supported training development, to support continuous growth across the retail network.

• Design, develop, and deliver training programs for retail associates, including Client Service Associates (CSAs), Personal Bankers, and Client Support Representatives 
• Ensure training supports both technical proficiency and effective client conversations, regardless of channel (in-office or contact center) 
• Develop clear, practical learning experiences that build confidence and consistency in how associates support clients 
• Utilize a blend of delivery methods, including in-person, virtual, microlearning, and self-paced resources 
• Leverage AI tools and digital platforms to enhance training development and delivery, including creating job aids, scripts, and learning content efficiently, and maintaining materials as processes evolve 
• Evaluate and adopt new training tools and technology to improve learning effectiveness, scalability, and associate engagement 
• Work closely with Retail Operations and leadership to stay current on system updates, process changes, and evolving client expectations 
• Collaborate with leadership to identify training opportunities based on business needs, associate feedback, and performance trends across retail offices and the contact center 
• Continuously refine training materials to reflect real-world scenarios across all client touchpoints 
• Conduct regular visits to retail offices and partner with contact center leadership to support learning in real-world environments and provide coaching 
• Provide managers with tools and guidance to reinforce training and build associate capability 
• Monitor and evaluate the effectiveness of training programs and make adjustments to improve outcomes
• Ensure all training aligns with bank policies and regulatory requirements 
• Support associates in building confidence, sound judgment, and a strong client-first mindset 
• Champion a culture of continuous learning, adaptability, and positive client experience
• Participates in internal/external training as appropriate.
• Participates in community involvement/bank activities as appropriate.
• Perform all other duties as assigned or requested.

• Bachelor's degree in Education, Human Resources, Business Administration, or related field and/or 3-5 years in training, preferably in a retail banking or financial services setting.
• 3 years in retail banking with a proven track record of success.
• Excellent understanding of banking operations, products, and services.
• Proven ability to design and deliver effective training programs.
• Well-developed interpersonal and communication skills (especially listening and verbal) in order to communicate and relate effectively with clients and associates
• Good accounting/math skills with the ability to work precisely with numbers and financial calculations
• Strong attention to detail with the ability to work efficiently & accurately
• Strong organizational skills, including the ability to prioritize and remain calm while working in a fast paced/deadline driven environment
• Proficient in Microsoft Office Suite and e-learning platforms, proficient typing/keyboarding skills and the ability and willingness to learn new programs and software
• Ability to represent the organization in a professional, positive manner
• Willingness to work toward the goals and performance standards of the department with a focus on the bank and department mission statements.

Preferred Qualifications:

• Certification in Training and Development.
• Experience with microlearning techniques and digital training solutions.
• Knowledge of adult learning principles and instructional design methodologies.

This is a full-time role between the hours of 8:00 AM and 5:00 PM, Monday through Friday. This role is based out of our Monona and Cross Plains offices, with required travel to retail offices and training locations. Flexibility in scheduling may be needed on occasion.

Lake Ridge Bank values a diverse workforce and is an Affirmative Action/Equal Opportunity Employer.

Consistent with Lake Ridge Bank's commitment to employ and advance qualified individuals with disabilities, Lake Ridge Bank provides reasonable accommodation to apply for or perform a job. Some examples of reasonable accommodation include alternate methods to apply, providing documents in an alternate format, altering work procedures, specialized equipment or use of an interpreter. If an individual needs reasonable accommodations to apply or perform a job here at Lake Ridge Bank, please contact Human Resources at (608) 849-2700 or email us.

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