Customer Experience & Relationship Building Coach

Description

JOB SUMMARY Our Customer Experience & Relationship Building Coach helps individuals and teams master the human side of business, how they interact with customers, how they communicate, and how they create positive, memorable experiences that drive loyalty and sales. The role blends training, coaching, and behavior shaping to improve both service quality and business outcomes. Contributes to the bank’s bottom line by developing and facilitating learning programs focused on the enhancement of product knowledge, sales skills, and a variety of soft skills of our frontline bankers.

The success of these programs reflects on the positive customer banking experience (their journey) and high engagement of our bankers in their commitment to deliver state‑of‑the‑art customer service, ultimately demonstrating the LSNB DIFFERENCE.

Our Customer Experience & Relationship Building Coach focuses on strengthening the skills, behaviors, and mindsets that shape every customer interaction. The goal is to help people communicate more clearly, handle difficult situations confidently, and create experiences that keep customers coming back. Team member may be required to perform additional related duties as assigned, contributing to bank initiatives.

• Facilitates training on new and existing bank products, Relationship Banking C.A.R.E.S. Roadmap, Customer Relationship Management tools, and Customer Service soft skills.
• Develops course agendas, presentations, manuals, and e-learning modules on the aforementioned, including continuous updates and recommended enhancements.
• Effectively conducts workshops/seminars where various aspects of our relationship banking roadmap are covered with the objective of improving sales performance and ensuring employees can effectively engage with clients and build lasting relationships.
• Assesses team member performance and training effectiveness through quizzes, role‑plays, observations, and feedback surveys.
• Develops comprehensive training evaluations to effectively determine the value of specific training tools in order to apply any needed improvements or modifications.
• Offers coaching sessions to retail Banking Center Managers focused on on‑the‑job coaching and identification of training needs.
• Works with internal subject matter experts to assure high quality training is delivered in accordance with adult learning principles.
• Conducts Banking Center Visits to identify training needs and reinforce best practices.
• Works closely with leadership and division managers to assess training needs and ensure training programs align with business objectives.
• Develops eLearning course content using various developmental methods such as Adobe Captivate and Camtasia.
• Promotes and fosters a culture of continuous learning and professional development.
• Practices excellent time‑management skills to address time‑sensitive training needs.
• Ensures training facility and equipment is operational at all times.
• Highly participates in the selection, preparation, and delivery of third‑party training.
• Stays up to date within the learning and development industry in terms of learning management systems, training design, and technological advancements.
• Contributes to company culture by fostering communication and cooperation between departments and leadership team members.
• Complies with all federal and state laws and regulations, and all established bank policies and procedures.
• Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML.

QUALIFICATIONS These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• Bachelor’s degree in education, human resources, management or communication studies (experience equivalent).
• Proficiency in leading discussions, facilitating role‑playing exercises and incorporating training methods…