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Training Specialist, Customer Care

1 month ago

Canada EQ Bank | Equitable Bank Full time
Join a Challenger
Being a traditional bank just isn't our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what's possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you're not afraid of taking on big challenges and redefining the future, you belong with us. You'll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.
We are a big (and growing) family. Overall we serve more than 670,000 people acrossCanadathrough Equitable Bank,Canada'sChallenger Bank, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions acrossCanadathat serve more than six million members. Together we have over$125 billionin combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca ) one of the top banks in Canada on the Forbes World's Best Banks list since 2021.
The Work
The purpose of the Training & Development Specialist (TDS) is to develop and deliver training programs for new hire customer care members. The TDS will be tasked with redesigning the new hire training content ensuring that there is a combination of eLearning, facilitator led training and hands on activities to keep adult learners engaged. The goal of the New Hire Program revamp is to maximize learning and create a more streamlined and efficient program.After content development and approval of the new content, the TDS will deliver a train the trainer session to ensure all trainers are aligned with the revamped program and their suggestions are incorporated in the final content.
The Core Responsibility
  • Observe and review the materials used in the existing new hire training program to determine what is working, what may need changing and to identify potential training gaps
  • Work with subject-matter experts and other key areas such as Quality and Training & Content to fully understand the Customer Care Representative role.Determine the revised content for new hire training course modules based on top handled customer care scenarios and with the goal of creating a best-in-class new hire training program
  • After determining the content needed for the program, redesign the delivery based on which learning modality should be utilized to maximize learning and minimize training time whenever possible
  • Design and develop ILT, eLearning, participant's guides, and activities to facilitate the transfer of learning
  • Design a Leader's training guide with key talking points to ensure ease of delivery and consistency among the facilitators of the program
  • Deliver New Hire training to newly hired remote employees as needed
  • Manage the evaluation process and score quizzes providing feedback to the participants. Ensure evaluations are tracked so agent and class knowledge gaps can be identified

Let's Talk About You
  • 2-3 years of experience in the financial, personal banking or a highly regulated industry is preferred
  • 3 plus years of experience in Instructional Design is needed with a focus on eLearning design
  • 2-3 years of experience in facilitating remote training to adult learners via virtual instructor-led training
  • Previous experience resigningan existing training programor creating one from scratch (4-6 weeks length) is required
  • University/College Degree in finance, Business or related field
  • Certificate in Teaching, Adult Education or Instructional Design is a definite asset
  • Solid knowledge of various software packages, including MS Word, Power Point and various training software such as Articulate(Storyline/Rise)
  • Strong organizational, time management, facilitation and communication (both oral and written) skills
  • Strong learning and change agility is required
  • Proven ability to work both independently and collaboratively
  • Knowledge in editing tools including video editing are definite assets
  • Bilingualism (French/English) is an asset

What we offer (For full-time permanent roles)
Competitive discretionary bonus
Market leading RRSP match program