Hospitality and Customer Service Trainer

Recognizing and valuing diversity strengthens our ability to attract, retain and engage associates and reinforces our relationship within our communities. Our associates are the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge and talent that our associates invest in their work represents a significant part of not only our culture, but our reputation and company's achievement as well.

A Centier Associate is someone who embodies a servant heart, is unaccepting of anything less than remarkable service, and is self-motivated and driven to deliver exceptional results.

What are our values? Our Corporate values are Caring, Loyalty, Integrity, Friendship, Fun....who wouldn't want to work for an AWARD-WINNING companythat's built on these pillars?

What about the perks? Access to our Marathon Health Clinics which provide FREE visits & prescriptions, Generous Paid Time Off benefit, Tuition Reimbursement, 401K match, Associate Stock Ownership Plan, Daycare Reimbursement, FREE Onsite Fitness Center/Fitness Reimbursements, Health and Wellness Programs, the ability to have a voice with our Diversity/Equity/Inclusion Council, Career Growth, Work/Life Balance, AND MORE.

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!

Disability Accommodation Statement
Centier Bank is an Equal Employment Opportunity/Affirmative Action employer and is committed to providing reasonable accommodations to individuals with disabilities in the employment application process. If you need an accommodation due to a disability to use our online system to apply for a position at Centier Bank, please call us at 219-755-6160 or send us an email at hrcareers@centier.com.

Equal Opportunity Employer: Disability/Veteran
Centier Bankis proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.