Retail Bank Trainer & Quality Assurance Specialist

POSITION SUMMARY:

The Retail Bank Trainer & Quality Assurance Specialist is responsible for developing and delivering training programs for retail staff and coordinating relative training for other staff as needed, ensuring compliance with regulatory requirements and maintaining high standards of operational accuracy. This role combines instructional expertise with quality assurance to enhance employee performance, customer experience, and operational integrity.

ESSENTIAL FUNCTIONS:

Training & Development

• Design, develop, and deliver training programs for retail new hires and existing staff on retail banking products, services, sales, systems, policies, and procedures.
• Create engaging learning materials, including manuals, e-learning modules, and job aids.
• Conduct classroom and virtual training sessions, ensuring alignment with organizational goals and compliance standards.
• Develops and delivers financial wellness programs designed to improve participants’ financial literacy, budgeting skills, and longterm financial health.
• Develops, communicates, and delivers the high school training program, inclusive of coordination and collaboration with the schools and Retail Banking on the programming and staffing of high school locations.
• Assess training effectiveness through evaluations, feedback, and performance metrics; recommend improvements as needed.
• Collaborate with subject matter experts (example: Digital Banking, Fraud Analyst, I.T.) to coordinate and design focused trainings as needed.

Quality Control & Compliance

• Perform regular audits of retail banking transactions and processes to ensure accuracy and adherence to internal policies and regulatory requirements.
• Identify process gaps and recommend corrective actions to mitigate risk and improve efficiency.
• Collaborate with branch managers and operations teams to implement quality improvement initiatives.
• Maintain documentation of quality control findings and provide reports to management.

Continuous Improvement

• Stay current with industry regulations, banking products, and best practices to update training content and quality standards.
• Partner with Compliance teams to ensure training programs meet legal and regulatory requirements.
• Support change management initiatives by training staff on new systems, processes, and technologies.
• Performs other related duties as required.

REQUIRED EDUCATION / EXPERIENCE / SKILLS:

• Bachelor’s degree, or equivalent, in business, finance, education or related field along with a minimum of three (3) years of experience in retail banking operations, training, or quality assurance.
• Strong knowledge of banking regulations, compliance standards, and operational procedures.
• Excellent communication and presentation skills.
• Strong analytical and problem-solving abilities.
• Proficiency in MS Office and learning management systems (LMS).
• Ability to manage multiple priorities and work independently.
• Ability to exchange information with others clearly and concisely, to present ideas, facts, and technical information.
• Ability to handle sensitive information in a confidential manner.

Windsor Federal Bank, an Equal Opportunity Employer, offers a competitive compensation and benefits package including vacation, personal days, paid sick time, holidays, participation in a 401(k) plan, and profit sharing.

For consideration, qualified applicants may email a cover letter and resume to: humanresources@windsorfederal.com.

Windsor Federal Bank 270 Broad Street Windsor, CT 06095

An Equal Opportunity Employer

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