Client Senior Training Specialist, Association Banking

Client Experience Senior Training Specialist, Association Banking

The Client Experience Senior Training Specialist is a senior-level individual contributor who leads complex training, knowledge, and operational-readiness initiatives for Association Banking. The role independently translates Treasury Management, commercial and consumer banking products, systems, processes, and risk requirements into practical learning solutions and clear operational guidance for clients and internal service teams. Serving as a subject matter expert and trusted partner, the Senior Specialist establishes standards, coordinates cross-functional work, measures effectiveness, and drives improvements that strengthen adoption, service quality, consistency, and control execution.

• Lead the design, development, implementation, and evaluation of complex training programs for Association Banking products, systems, processes, service standards, and compliance requirements. Define learning strategies, audiences, delivery methods, sequencing, and communications based on business goals, learner needs, operational risk, and readiness. Create scalable live, virtual, on-demand, webinar, job aid, Knowledge Center, and digital learning solutions. Deliver advanced training to support client needs, leaders, and internal service teams, adapting content for different experience levels and client segments.
  
  Set consistent training standards and use assessments, surveys, quality results, and performance data to measure effectiveness, adoption, and knowledge retention.
• Independently manage multiple complex initiatives, including project plans, timelines, risks, communications, implementation, and post-launch follow-up. Serve as the lead training and readiness partner for new products, enhancements, system implementations, process changes, and strategic initiatives. Lead working sessions with Operations, Product, Technology, Compliance, Risk, Audit, and subject matter experts to confirm requirements, resolve issues, and align training and documentation. Identify gaps and recommend practical solutions that support consistent execution and successful adoption.
• Create, maintain, and govern assigned procedures, job aids, and Knowledge Center content to keep information accurate, current, accessible, and aligned with approved processes and controls. Establish documentation standards, review cycles, version control, and content ownership to support consistency and audit readiness. Evaluate the impact of product, system, regulatory, policy, and process changes and coordinate timely updates to training and operational materials.
  
  Partner with control owners and business leaders to ensure content reinforces required controls, risk awareness, and compliant execution.
• Analyze training results, quality reviews, procedural adherence, audit observations, and performance data to identify root causes and improvement opportunities. Conduct or oversee service-team quality reviews and provide actionable reports and recommendations that improve accuracy, consistency, and the client experience.
• Serve as an advanced subject matter expert in Treasury Management products, banking operations, client service practices, and applicable risk and compliance requirements. Clearly and professionally communicate complex information through written materials, presentations, facilitated sessions, reports, and leadership recommendations.

What you'll need:

• 7+ years of related experience in Treasury Management Service, Branch/Association Banking Operations or similar field.
• High school diploma required;
  Bachelor's degree in related field preferred.
• Intermediate to advanced knowledge of general banking operations, including deposit operations, loan administration, treasury…