Senior Retail Checking Trainer

Gate City Bank•Fargo, ND

1d•Onsite

About The Position

The Senior Retail Checking Trainer is a culture-shaping learning leader who brings EPIC to life by designing and delivering engaging, high-impact retail training experiences. This role ensures every retail team member understands that Every Person Influences Customers (EPIC) and has the skills, confidence, and mindset to deliver exceptional service, meaningful connections, and consistent execution. This role partners closely with Retail Leadership to reinforce EPIC behaviors through onboarding, sales process training, role plays, coaching, and ongoing development—driving both engagement and performance.

Requirements

Bachelor’s Degree in Business, Education, Human Resources, or related field preferred; 5+ years of experience in retail banking, training, or learning & development; or equivalent combination of education and experience.
Proven success facilitating engaging training for frontline and leadership audiences
Strong understanding of retail sales processes, customer engagement, and coaching practices
Ability to influence behavior, build trust, and foster accountability
High confidence using Microsoft Office, virtual learning platforms, and digital tools
Strong oral and written communication skills.
Interpret and use data for decision making.
Prompt and reliable attendance is essential in order to provide expected levels of service.
Must comply with all Gate City Bank policies, procedures, and applicable laws and regulations.
Must be detailed-oriented and maintain high degree of accuracy.
Ability to make decisions in a fast-paced environment.

Nice To Haves

Travel in-person throughout the Gate City Bank footprint multiple times per year.

Responsibilities

Facilitate high-energy, interactive retail training that engages learners through discussion, scenario-based learning, role plays, and real-world application.
Create a learning environment where retail team members feel encouraged, supported, and excited to participate and grow.
Serve as a visible champion of EPIC by modeling enthusiasm, positivity, and strong facilitation presence.
Design training that helps retail team members personalize conversations based on customer needs, life moments, and relationship opportunities rather than transactional thinking.
Reinforce behaviors such as meaningful follow-up, referral conversations (Tell-A-Friend), and relationship deepening through EPIC checking and services.
Adapt training delivery and coaching approaches to meet the needs of diverse learners and experience levels.
Partner with Retail Leaders, Retail Managers, and EPIC Leaders and Captains to reinforce EPIC behaviors through coaching, feedback, and observation.
Lead and support role plays, Cultivate activities, and sales practice routines that build confidence and consistency.
Serve as a trusted advisor by influencing behavior change beyond the classroom through reinforcement and follow-up.
Connect training content to Gate City Bank’s purpose, values, and customer obsession—helping team members understand why their actions matter.
Ensure EPIC initiatives, sales processes, Brilliant at the Basics, and service standards are consistently reinforced across retail training.
Partner cross-functionally to align training with retail strategies, campaigns, and customer engagement priorities.
Design, develop, and maintain retail training materials including presentations, role-play guides, job aids, and reference tools aligned to EPIC expectations.
Facilitate retail onboarding and ongoing development, ensuring consistent execution of EPIC behaviors across offices.
Support implementation of retail initiatives, campaigns, and process updates through targeted training and communication.
Provide a “Wow” customer service experience for team members and customers.
Develop and maintain productive relationships with team members, leaders, customers, and vendors.
Prompt and reliable attendance is essential in order to provide expected levels of service.
Must comply with all Gate City Bank policies, procedures, and applicable laws and regulations.
Must be detailed-oriented and maintain high degree of accuracy.
Ability to make decisions in a fast-paced environment.