Consumer Performance Consultant

Bonus Type

Summary

In our consumer banking division, we offer personalized financial services, including diagnosing client needs and providing tailored advice for financial wellness and security. Our comprehensive lending solutions cover home buying, refinancing, and leveraging home equity. Clients can engage with us through various channels for a seamless and secure experience.

Job Description

The Consumer Performance Consultant is primarily responsible for delivering comprehensive training programs for new employees, covering all essential aspects of their roles, including technical functions, branch procedures, client experience, and fraud prevention for an assigned market. This will cover delivering an excellent client experience, technical functions, branch procedures, and fraud prevention. The Consumer Performance Consultant is dedicated to onboarding newly hired team members and guiding them through their initial training journey while ensuring that new employees can effectively practice and apply their learnings before being placed to perform their role in a branch. This role is essential for fostering a smooth transition for new hires, enhancing their readiness, and ensuring they are well-prepared to meet client needs.

Team Culture

At BOK Financial, the culture is characterized by ambition, collaboration, and client-focused inspiration. Employees work together tenaciously, aiming to get things done right while imagining and achieving their clients’ best possible futures. The company emphasizes engagement, empowerment, and inclusivity, creating a winning environment for long-term success.

How You'll Spend Your Time

• You will manage and support newly hired employees through their onboarding training within an assigned market.
• You will deliver comprehensive training programs covering technical functions, branch procedures, client experience, and fraud prevention.
• You will train employees on excellent client experience principles, including communication, problem-solving, and relationship-building.
• You will ensure employees are proficient in banking software, systems, and tools, providing hands-on training and troubleshooting support.
• You will collaborate with branch leadership to identify training needs, tailor on-the-job training, and maintain accurate training records.
• You will design and update training materials, conduct continuous training sessions, and educate employees on compliance, regulatory updates, and fraud prevention.

Education & Experience Requirements

This level of knowledge is normally acquired through completion of a Bachelor’s Degree in a business, education, human resources or a related field and a minimum of 5+ years of Consumer/Business Banking experience or equivalent combination of education and experience. Experience in training and development, within the financial services or retail banking industry preferred.

• Advanced knowledge of consumer and business banking transactional products and procedures
• Thorough knowledge of consumer and business banking credit products
• Extensive working knowledge of Consumer Banking, Business Banking, Merchant and Treasury Services
• Excellent problem solving, organizational, and time management skills with the ability to pivot priorities quickly when needed
• Strong PC application skills including word processing, spreadsheet packages and PowerPoint presentations
• Proficiency in developing training materials and using e-learning platforms
• Demonstrated ability to motivate and influence others
• Demonstrated capacity to sell business products/services within the financial services industry to business clients
• Proven ability and desire to coach employees for improved performance
• Expert ability to make quality decisions in a fast-paced, high-stress environment  
• Excellent oral and written communication skills
• Demonstrated ability to work independently and manage multiple projects simultaneously
• Willingness to travel regularly within the assigned market