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Lockbox Operations Trainer
Location : Maryland, Baltimore
Refer job # IQJY338645

Job Responsibilities and Requirements: Essential Position Responsibilities Partner with management to create a robust, measurable, and fully integrated training program that will provide the highest level of service to the Bank, its customers and our fellow employees. Deliver classroom, 1-on-1, and on the job training during any of several shifts of the department. Develop appropriate training materials for training program. Conduct on-going targeted training sessions as needed to address new products or processes. Customize training materials and adapts classroom instruction, as needed, to meet trainee needs. Evaluate trainees performance and progress through observation, verbal questioning and a variety of assessment mechanisms. Provide feedback and direction to trainees to facilitate development of desired knowledge and skill. Maintain all records necessary with respect to the progress, performance, work habits and attendance of trainees. Address needs and problems that arise during training classes. Where applicable, prepare written materials in the form of job aids or handouts. Where applicable, complete appraisals on the performance of each trainee and submits to management along with recommendations for support. Document and update procedures, as needed. Adhere to applicable compliance/operational risk controls in accordance with Bank and department or regulatory standards and policies. Promote an environment that supports diversity and reflects brand. Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable. Serves as a backup to Support Services, i.e. Billing, TMIA, and Customer Service. Complete other related duties as assigned. Nature and Scope Utilizes instructions and pre-established guidelines to perform the functions of the job. Works under some immediate supervision. Primary job functions do not typically require exercising independent judgment. Serves as an agent for change. Monitors participants in class and addresses all problems including work habits and performance. Works with employee s manager to address performance issues, as needed. Minimum Qualifications High school diploma or equivalent. 4 years related experience, i.e. banking, customer service and or teaching/training. Knowledge of Microsoft Office (Excel, Word, Access, and PowerPoint) and Outlook or other email system. Strong communication and presentation skills (written and verbal). Ability to speak and write clearly, concisely and ability to listen to understand, fostering open and effective communications. Ideal Qualifications Preferred Ability to instruct at various education levels. Ability to interact with all levels of employees. Basic knowledge of business policies and procedures. Strong organizational ability. Promotes customer satisfaction; identifies ways to increase quality of customer service. Demonstrates teamwork, mutual respect and flexibility in support of the team. Models the way with strong interpersonal skills. Ability to create an effective learning environment. Ability to build partner relationships. Ability to maintain confidentiality.



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