Banking Operations

**Banking Operations - Trainer**
- Reports to the Training Supervisor
- Conducts New Hire Training, Refreshers and Learning Sessions based on the knowledge, skills and job requirements required by the clients
- Upholds the principles of Reg E and other required Banking Regulations
- Responsible for the delivery of consistent high quality client training programs through embracing the Company’s training methodology
- Accountable for the quality and ensures readiness of all agents brought to the production floor; effectively screens the trainees to ensure they meet the client’s standards based on Training and Nesting tollgates
- Supervises the Nesting period (conducts learning sessions, provides floor support and monitors the performance of each individual and the team)
- Administers Performance Management within the training and nesting period
- Works with Operations and Quality in capturing the agents’ opportunities and performance error trends
- Creates curriculum, course design, assessments and job aids depending on the needs of the program
- Conducts End of Training, Nesting and Level III (30-day Survey) to help evaluation opportunities within the training program
- Conducts Training Needs Analysis in different methods: FGD, Surveys, Quality Top Trends review
- Designs and implements refresher courses based on the Training Needs Analysis
- Safeguards training assets
- Schedules and adheres to the schedule of training programs
- Responsible for maintenance and up-to-date Training Reports, Training content and curriculum
- Implements incentive programs throughout the training periods to keep agents involved and focused
- Updates all stakeholders on the Training delivery, Throughput, red flags and other help-needed items on a daily basis through sending the End of Day Training Report
- Monitors the performance of the new hires from Nesting up to 30 days in production
- Addresses agent errors, outliers, repeat offenders through Training Interventions
- Implement strict adherence to the Company’s Code of Conduct, Training Goals and Policies
- Creates Process and Training Updates for the stakeholders’ attestation
- Upgrades the knowledge and skills of the agents and Support members in Banking Operations through periodic TNA and targeted Learning Sessions
- Provides additional one-on-one training and coaching support to agents that need additional focus
- Analyzes 30-60-90 day progress of new hires and recommends action plans based on data gathered
- Responsible for obtaining and/or maintaining all relevant certifications to perform job effectively

**_
Qualifications_**
- Education: Minimum of 2 years in College/2 years work experience or Bachelor’s Degree in Education, Psychology any related field (Open to undergraduates with strong related experience)
- Minimum of 2 years of experience in Training
- Proficient in Microsoft Office (MS Word, PowerPoint and Excel)
- Team-player, tactful and capable of dealing with people of all levels within the organization
- Resilient and flexible
- Strong motivating skills
- Required language(s): English/Spanish
- Availability to travel.

**_
Required Competencies_**
- Business Orientation
- Diagnosing Organization
- Strategic Thinking
- Systems Thinking
- Networking and Collaborating
- Technological Savvy
- Competency Identification
- Competency Definition
- Conducting Training Needs Analysis (Process)
- Methods of Training Needs Analysis
- Developing a Training and Development Plan
- Adult Learning Methodologies
- Programme/Training Design
- Presentation & Communication Skills
- Creating Visual Aids
- Facilitation Skills
- Process Observation and Analysis
- Training Administration
- Training Evaluation

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