Training Specialist Customer Care 6 months Contract
Training Specialist Customer Care 6 months Contract
Posted on :
10-04-2025
Employer Active
1 Vacancy
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Job Description
Join a Challenger
Being a traditional bank just isnt 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 whats possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If youre not afraid of taking on big challenges and redefining the future you belong with us. Youll 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 670000 people acrossCanadathrough Equitable BankCanadasChallenger Bank and have been around for more than 50 years. Equitable Banks whollyowned 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 peoples lives. Our customers have named our EQ Bank digital platform eqbank one of the top banks in Canada on the Forbes Worlds 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 subjectmatter 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 bestinclass 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 participants guides and activities to facilitate the transfer of learning.
- Design a Leaders 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.
Lets Talk About You!
- 23 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.
- 23 years of experience in facilitating remote training to adult learners via virtual instructorled training.
- Previous experience resigningan existing training programor creating one from scratch 46 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 fulltime permanent roles
Competitive discretionary bonus
Market leading RRSP match program
Medical dental vision life and disability benefits
Employee Share Purchase Plan
Maternity/Parental topup while you care for your little one
Generous vacation policy and personal days
Virtual events to connect with your fellow colleagues
Annual professional development allowance and a comprehensive Career Development program
A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyones diverse experiences and perspectives. In tandem with that commitment we support and encourage our staff to grow not just in their career path but personally as well.
We commit to providing a barrierfree recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond.All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.
We cant wait to get to know you!
Required Experience:
Unclear Seniority
Employment Type
Contract
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