Trainer, Banking Operations

About the Role

The Trainer - Banking Operations is responsible for designing, delivering, and continuously improving training programs for employees supporting Disputes, Customer Services, and Centralized Fulfilment functions. The role focuses on building operational excellence, enhancing process knowledge, ensuring compliance with banking regulations, and improving employee performance through effective training delivery, coaching, and quality interventions. The Trainer will partner with operations leaders, quality teams, and stakeholders to identify learning needs, develop training content, facilitate new hire and refresher training, and drive continuous learning initiatives while ensuring adherence to established procedures, service standards, and regulatory requirements.

Key Responsibilities

• Training Delivery & Facilitation

• Conduct instructor-led, virtual, and on-the-job training programs for new hires and existing employees.

• Deliver training on banking operations, dispute processing, customer service procedures, and centralized fulfilment activities.

• Facilitate onboarding programs and ensure successful transition of employees to production.

• Conduct refresher trainings based on process updates, quality trends, and business requirements.

• Utilize adult learning methodologies to maximize learner engagement and knowledge retention.

• Assess trainee performance through quizzes, assessments, observations, and certification programs.

• Disputes - Regulation E Training

• Train employees on investigation and resolution processes for debit card disputes.

• Provide guidance on dispute handling procedures, compliance requirements, and customer impact considerations.

• Ensure understanding of Regulation E requirements and dispute resolution standards.

• Conduct periodic knowledge checks and calibration sessions to maintain process accuracy.

• Customer Services Training

• Deliver training on account maintenance and customer information processing.

• Train employees on updating customer records, account maintenance requests, tax documentation processing, and certification code applications.

• Facilitate training related to duplicate customer record management and account documentation processes.

• Educate employees on Certificate of Deposit (CD) processing, credit card demographic updates, and decedent-related activities.

• Provide instruction on statement requests, dispute research, Regulation D inquiries, and interest correction processes.

Benefits

• ESI and PF