Training and Development Associate at City National Bank
Newark, DE 19713
About the Job
TRAINING AND DEVELOPMENT ASSOCIATE WHAT IS THE OPPORTUNITY? Responsible for the development, implementation, and training for Card Fraud & Servicing (CFS) Department
Position will coordinate skill, knowledge, process, and systems training for all Card Fraud & Servicing colleagues
Designs curricula, programs, and performance support processes to be delivered to all colleagues
Will also be responsible for Card Servicing and Fraud prevention functions that include inbound and outbound call center and/or back office operations
What you will do Designs and implements training programs in alignment with the needs of CFS and overall corporate direction
Ensures that training programs adhere to established project goals, department standards and legal requirements
Oversees training in areas like New Hire Training and Supervision, New Hire Onboarding Access, Dept
Compliance Training, New Process Training Development and New Training Delivery Supports development of CFS policies and procedures and converts them in training materials for the department
Coordinates CFS related training projects including the development and oversight of project plans, implementation plans and on-going maintenance plans
Monitors training project schedules and resolves project related issues appropriately
Supervises, trains, coaches and motivates staff; assists and directs staff as needed to ensure productivity and service levels are met
Ensures activities are in compliance with legal/regulatory requirements and CNB policy and procedure
Has signing authority for approving deposits, transfers, and other operational work within approved limits
Maintains up-to-date knowledge of Bank policies and procedures
Serves as resource to internal and external customers; ensures quality customer service and effective and efficient operational support
Applies both technical and general business knowledge to resolve the most complex issues in assigned function
Ensures assigned employees are in compliance with specified CNB compliance guidelines
Clearly communicates ideas and concepts both orally and in writing
Performs other duties as assigned or requested
Must-Have* Bachelor's Degree or equivalent Minimum 5 years of call center or fraud operations experience in a banking or financial services environment Minimum 3 years of experience in classroom training, developing training materials or delivering training Minimum 2 years of supervisory experience Skills and Knowledge Must be flexible with travel and occasional Night/Weekend coverage Skilled in creating and updating Training Content Development
PowerPoint Proficient
Ability to multi task and self-manage time to meet deadlines is required Ability to participate in the development and enhancement of general processes and/or coaching procedures that will support productivity
Ability to recognize and reward successes and accomplishments
Ability to make independent decisions and quickly assist colleagues with resolving client service issues, inquiries, and complaints
Must be capable of working well independently and in teams
Ability to handle problem situations with colleagues and clients effectively
Knowledge of regulatory requirements and bank policies and procedures
Ability to interact effectively with all levels of Bank personnel and customers Excellent organizational and analytical skills
Excellent ability to analyze credits, as well as a detailed knowledge of lending structure and sources and uses of cash
Excellent interpersonal, verbal, and written communication skills
Ability to perform functional duties and related positions with minimal supervision
Compensation Starting base salary: $28.58 - $45.66 per hour
Exact compensation may vary based on skills, experience, and location
This job is eligible for bonus and/or commissions
*To be considered for this position you must meet at least these basic qualifications The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job
Benefits and Perks At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues
Get an inside look at our Benefits and Perks
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT City National Bank is an equal opportunity employer committed to diversity and inclusion
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.' ABOUT CITY NATIONAL We start with a basic premise: Business is personal
Since day one we've always gone further than the competition to help our clients, colleagues and community flourish
City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today
City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies
#LI-NW1
Position will coordinate skill, knowledge, process, and systems training for all Card Fraud & Servicing colleagues
Designs curricula, programs, and performance support processes to be delivered to all colleagues
Will also be responsible for Card Servicing and Fraud prevention functions that include inbound and outbound call center and/or back office operations
What you will do Designs and implements training programs in alignment with the needs of CFS and overall corporate direction
Ensures that training programs adhere to established project goals, department standards and legal requirements
Oversees training in areas like New Hire Training and Supervision, New Hire Onboarding Access, Dept
Compliance Training, New Process Training Development and New Training Delivery Supports development of CFS policies and procedures and converts them in training materials for the department
Coordinates CFS related training projects including the development and oversight of project plans, implementation plans and on-going maintenance plans
Monitors training project schedules and resolves project related issues appropriately
Supervises, trains, coaches and motivates staff; assists and directs staff as needed to ensure productivity and service levels are met
Ensures activities are in compliance with legal/regulatory requirements and CNB policy and procedure
Has signing authority for approving deposits, transfers, and other operational work within approved limits
Maintains up-to-date knowledge of Bank policies and procedures
Serves as resource to internal and external customers; ensures quality customer service and effective and efficient operational support
Applies both technical and general business knowledge to resolve the most complex issues in assigned function
Ensures assigned employees are in compliance with specified CNB compliance guidelines
Clearly communicates ideas and concepts both orally and in writing
Performs other duties as assigned or requested
Must-Have* Bachelor's Degree or equivalent Minimum 5 years of call center or fraud operations experience in a banking or financial services environment Minimum 3 years of experience in classroom training, developing training materials or delivering training Minimum 2 years of supervisory experience Skills and Knowledge Must be flexible with travel and occasional Night/Weekend coverage Skilled in creating and updating Training Content Development
PowerPoint Proficient
Ability to multi task and self-manage time to meet deadlines is required Ability to participate in the development and enhancement of general processes and/or coaching procedures that will support productivity
Ability to recognize and reward successes and accomplishments
Ability to make independent decisions and quickly assist colleagues with resolving client service issues, inquiries, and complaints
Must be capable of working well independently and in teams
Ability to handle problem situations with colleagues and clients effectively
Knowledge of regulatory requirements and bank policies and procedures
Ability to interact effectively with all levels of Bank personnel and customers Excellent organizational and analytical skills
Excellent ability to analyze credits, as well as a detailed knowledge of lending structure and sources and uses of cash
Excellent interpersonal, verbal, and written communication skills
Ability to perform functional duties and related positions with minimal supervision
Compensation Starting base salary: $28.58 - $45.66 per hour
Exact compensation may vary based on skills, experience, and location
This job is eligible for bonus and/or commissions
*To be considered for this position you must meet at least these basic qualifications The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job
Benefits and Perks At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues
Get an inside look at our Benefits and Perks
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT City National Bank is an equal opportunity employer committed to diversity and inclusion
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.' ABOUT CITY NATIONAL We start with a basic premise: Business is personal
Since day one we've always gone further than the competition to help our clients, colleagues and community flourish
City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today
City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies
#LI-NW1
