Hospitality and Customer Service Trainer

SUPERVISORY RESPONSIBILITIES: None

SUMMARY: Responsible for delivering training experiences that elevate the Bank’s customer service and hospitality standards. This role creates and facilitates learning that motivates, builds proficiencies, and improves individual performance. Success requires strong collaboration and communication across all levels, fostering a culture of excellence, service, and lifelong learning.

The Hospitality Customer Service Trainer does more than teach skills — they model Centier’s Servant Heart culture. This role ensures that every associate learns how to combine technical excellence with genuine hospitality, so every client leaves not just satisfied but feeling valued, respected, and cared for.

Essential Duties and Responsibilities:

• Participate in strategic planning for customer service and hospitality training, ensuring all interactions reflect Centier’s Essentials of Excellence.
• Meet with department managers to assess current hospitality behaviors and identify training needs.
• Design engaging, interactive training materials using instructional design skills.
• Facilitate high-impact learning experiences focused on hospitality, customer service, culture, and communication that inspire associates to deliver memorable moments.
• Deliver training through classroom, virtual, on-demand, and on-the-job coaching formats, including occasional travel to Retail branches across Indiana.
• Evaluate training effectiveness and adjust programs to improve client service outcomes.
• Observe, document, and assess associate skill levels and progress.
• Partner with managers to coach associates and ensure successful application of learned behaviors transfer back on the job.
• Collaborate with instructional designers and subject matter experts to maintain relevant, effective content.
• Support departmental trainers in delivering consistent service training that goes beyond service standards to create meaningful and memorable client experiences.
• Coordinate with the LMS administrator for course delivery, tracking, and reporting.
• Recommend and evaluate external vendors and platforms to enhance service culture.
• Observe and coach associates in the field around hospitality and service expectations.
• Develop and execute an annual training plan aligned with corporate goals.
• Track and report training metrics quarterly.

Knowledge, Skills & Abilities:

• Ability to deliver engaging, effective training programs.
• Strong interpersonal and adaptable communication skills that inspire confidence, competence and connection.
• Knowledge of adult learning principles and training evaluation.
• Ability to simplify complex information.
• Proficiency in MS Office, virtual training tools, and learning management systems.
• Experience in hospitality, customer service, or retail banking preferred.
• Willingness to travel up to 25% to enable consistent service and hospitality being delivered across all locations.
• Positive, energetic demeanor; collaborative spirit; relationship-building skills that foster trust and belongingness.
• Self-starter with a collaborative spirit with a genuine desire to help others.

Minimum Requirements:

• 3–5 years’ experience in customer service, hospitality training, or a related field.
• Bachelor’s degree in Business, Communications, Hospitality, or equivalent experience.
• Instructional Design experience is a plus.
• Training content development is a plus.
• Familiarity with banking operations is a plus.

What do I do now?

• Apply with us!
• Refer this opening to others!