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Job Duties and Responsibilities:

Responsible for delivering and tracking consistent, high-quality onboarding and promotion training for Retail employees. This role is 100% hands-on and provides 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.

The Retail Trainer partners 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, this role may also provide temporary in-branch support to cover staffing gaps (such as PTO) as a last resort to ensure continuity of operations.

The overall goal of this position is to improve employee readiness and consistency, strengthen customer experience, and reduce preventable errors and rework through structured training, frequent trainee touchpoints, and readiness verification.

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.

Ensure training practices reinforce compliance and operational standards, partnering with compliance/audit resources as needed to align training content with bank requirements.

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.

Perform other duties as assigned related to Retail training effectiveness and readiness.

Complies with internal controls, operational procedures and risk management policies.

Adheres to the organization’s established standards of professional appearance and behavior.

Represents Lincoln Savings Bank in a professional and positive manner in all duties, including active participation in civic, community, and networking events to foster strong relationships and enhance the Bank’s community presence.

Performs additional duties and responsibilities as assigned by management.

Position may require occasional company-related travel; a valid driver’s license is required.

Necessary Skills and Attributes:

3-5 yrs 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.

Ability to maintain confidentiality with sensitive personnel matters.

Equal Opportunity Employer, including Veterans and Individuals with Disabilities.